Timeline
When is the Legacy platform being retired?
The Legacy platform will be retired at the end of December 2026. All Legacy accounts need to move to one of our new plans and upgrade to the new Admin Area by December 31, 2026.
Is December 31 the date we need to be live on the new platform, or just the date to decide?
December 31 is the date your account needs to be moved over to the new platform. We recommend letting us know your plans well before then so we can schedule your migration.
Will we be moved automatically? Will moving early cost us more?
Accounts who have not responded will be moved on December 15th. You can move any time between now and the end of the year.
Moving early won't cost you more. Your new plan pricing doesn't take effect until your next renewal.
Is there any flexibility on the switch-over date if several teams need to coordinate?
Our goal is to have every account moved to the new platform by December 31, 2026. If your account has several teams that need to coordinate, let us know early and we'll work with you on a migration date that fits.
The Migration Process
Do we manage the migration, or does your team?
Our team handles the migration for you, so there's no heavy lifting on your end. You just need to prepare your team to use the new version of the Admin area. We have several resources you can use to help your team get comfortable using the new Admin area.
Is it an immediate switch or a gradual process?
We can turn on an evaluation mode for your team so that users can get used to the Admin area before switching completely over.
Once you're ready to go, we can schedule the switch. Or, if you do not respond back with a date, we'll automatically migrate you to the new Admin area on December 15.
What's involved in the move? Is anything needed from our side?
Very little. Our team upgrades your content to the new version.
The main thing we need to update are user group permissions. In the new Admin area, there are only Account Admin and Site Users. This change affects how group permissions are applied, so we may need to make some changes to ensure has the access they need.
We also recommend that your authors take a quick look at the new editor before the switch: New ScreenSteps editor course
Will our knowledge base be down during the migration?
No. There's no downtime for your readers during the migration.
Are our URLs changing?
Your published site URLs stay the same, so reader links and any redirects you have set up keep working.
The only URL that changes is the Admin/Editor login, which moves to .screensteps.app.
Will our custom look and feel carry over?
Yes. Your site's custom look and feel carries over to the new platform. Your readers won't see any difference on the front end.
Will our custom JavaScript still work?
Yes. Any custom JavaScript you have today carries over to the new platform. However, it can't be edited after the migration.
Features
What changes, and what do we gain or lose?
The changes are all on the backend and in the editor. Your readers won't see or experience any difference. This update is about the tools your team uses to create and manage content.
The new plans also include reporting, so you can see article views, which articles are viewed most, and what people are searching for. AI features are available as an optional add-on.
To see the differences side by side, check out the other articles in this manual.
Will all of our sites transfer over?
Yes. Every site you have today, public and internal, transfers over to the new platform.
Will our current add-ons transfer over?
Yes. All of your current add-ons transfer over to the new platform.
Will we keep SSO and the same number of editors?
Yes. SSO and your current number of editors carry over to the new plan.
Are courses included?
Courses require users to log in, so they're only included on plans with reader logins. Plans with public-only sites don't include courses.
Does the new platform include analytics?
Yes. The new plans include reporting on article views, your most-viewed articles, and what people are searching for.
What integrations are available on the new platform?
The new platform connects with the tools below. Some integrations depend on your plan, and a few need to be turned on by our support team.
- Microsoft Teams: Search your knowledge base or chat with AI right from Teams. Contact support to have it added to your account. Configuring the Microsoft Teams Integration
- Microsoft 365 Copilot: Index one of your sites so Copilot can answer questions from it. Configuring the Microsoft 365 Copilot integration
- Single sign-on: SAML 2.0 with Microsoft Entra ID, Google Workspace, Okta, OneLogin, Ping Identity, or any other SAML 2.0 provider. Systems without SAML can use Remote Authentication, and your identity provider can also sync user groups. SSO requires a plan that includes it. What is Single Sign-on?
- Salesforce: SAML single sign-on and an embedded help tab inside Salesforce. Overview of how to configure Salesforce, ScreenSteps and SAML
- Browser extension (Sidekick): Contextual help in Chrome and Edge for web apps like Salesforce and NetSuite. Available as an add-on on select plans. Overview of the ScreenSteps Browser Extension (Sidekick)
- API: Use the v2 JSON API to pull content into other systems or to create and update content. Overview and Authentication (v2 JSON API)
Monthly Active Users (MAUs)
What is a monthly active user (MAU)?
The new plans are based on monthly active users instead of authors. An MAU is anyone who logs into ScreenSteps during a month, whether they're creating content or viewing it. If your content is on a private site, everyone who logs in to view it counts as an MAU.
API usage doesn't count toward your MAUs.
What happens if we go over our MAUs in a month?
Billing isn't calculated month by month. Any MAUs you don't use in a month roll over to the next month, so a slow month helps cover a busy one.
Overages are only reviewed once at the end of the year, based on your total usage.
AI Features
Do we have to get AI features?
No. AI features are an optional add-on. Core editing and track changes are included without AI, so you can start without it and add it later if you want.
What do Clarify Create, Clarify Transform, and AI Chat do?
These articles walk through each of the AI features:
Training
Do you offer training on the new editor?
Yes. We're running webinars that walk through the new platform and answer questions: Moving to the New ScreenSteps webinar
You can also go through this short course on the new editor: New ScreenSteps editor course
Will the webinar be recorded?
Yes. If you register, you'll get the recording afterward, so feel free to sign up even if you can't attend live.
Account Admin
How do we change the account owner?
Reach out to [email protected] and they can help get that moved to a new owner.
If You Decide Not to Move
What happens if we don't move to a new plan?
If you do not give us a date to move you to the new Admin area, it will automatically be moved on December 15, 2026.
If you do not want to move to a new plan by December 31, 2026, it will be canceled. If you've decided ScreenSteps isn't the right fit, here's a list of alternatives worth looking at: Knowledge base software alternatives
Can we export our content?
Yes. You can export your content as PDFs: How to generate a PDF for a manual
Will images hosted on ScreenSteps keep working after we cancel?
No. Images hosted on ScreenSteps (media.screensteps.com) will stop working once your account is canceled. If you're using those images anywhere else, move them to your new platform before you cancel.
How do we make sure our account doesn't auto-renew?
Contact our support team and we'll make sure your account doesn't renew.
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