ScreenSteps

No articles show up in the Salesforce search widget

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If you have installed the Salesforce search widget and aren't seeing any results here are somethings to check to try to troubleshoot:

Customizing tags based on user profile

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Because ScreenSteps Live for Salesforce stores the tags to use for each tab in a hierarchal custom setting, you can customize the tags that are used based on user or profile.

Setting the author for articles created in Zendesk Help Center

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When ScreenSteps creates an article in Zendesk Help Center we attempt to set the author to the last user who edited the article in ScreenSteps.

For this to work correctly, the ScreenSteps user must have the same email address as a user in the Zendesk account.

Here is how it works:

• When ScreenSteps creates the article it looks to see who the last ScreenSteps user was who edited the article.
• ScreenSteps searches the Zendesk account for a user with the same email address.
• If the user exists then the author is set to that user. If that user does not exist then the author will be set to whatever user was used to create the ScreenSteps/Zendesk connection.

The setting of the author only happens when the article is created in Zendesk. Updates to the article will not change the author setting.

We are not able to set the author for the Zendesk Legacy Web Portal at this point as the Zendesk API does not support the setting of the author.

How are ScreenSteps articles ordered in Zendesk

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Generating a self-signed certificate on Salesforce.com

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If you already have a self-signed certificate for your Salesforce organization then you can skip this part of the setup.

Tell Salesforce to allow access to ScreenSteps

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Salesforce requires that you give permission to communicate with the other services. Learn how to configure Salesforce to allow access to the ScreenSteps server.

Why aren't my videos showing up in ScreenSteps?

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If you are embedding videos with an http connection but are viewing your ScreenSteps web page over an https connection then many browsers will not display the embedded content.

This has nothing to do with ScreenSteps. It is simply a security measure that web browsers implement.

The solution is to adjust your embed code so that it uses https instead of http.

Do you recommend using the Zendesk Help Desk or a ScreenSteps site as your main documentation site?

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Does ScreenSteps integrate with the new Zendesk Help Center?

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Yes. ScreenSteps 3 now integrates with the new Zendesk Help Center. You can publish complete manuals from ScreenSteps to Zendesk.

How to make documentation easy

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