We work with contact centers, software implementers, and B2B SaaS vendors that need to significantly improve training time and training results.
ScreenSteps is designed to support Zero Memorization Training. This is a training methodology where contact center agents, employees, or customers are not required to memorize training information but are trained in how to help themselves when the moment comes.
To enable this type of training, ScreenSteps focuses on four types of speed:
1. Speed of Authoring - How fast can your authoring team create content?
2. Speed of Search - How fast can your employees or customers find the right content?
3. Speed of Application - How fast can your employees or customers successfully apply the information after they find it?
4. Speed of Updating - How fast can you update the information?
Using Zero Memorization Training and implementing an iterative process that focuses on the four types of speeds mentioned above, our customers have seen incredible success:
- Make new agents proficient in 10 days instead of 60
- Achieve 99% new CRM adoption in 1 week instead of 6
- Reduce average task time by 25%
What are our key differentiators?
- We included a desktop authoring tool with integrated screen capture that helps your team create and update clearly-formatted and organized articles faster than any other tool available
- We combine knowledge base articles with interactive courses and a Google Chrome Extension for providing contextual help and guides to your employees
- We have Workflow Articles that allow you to walk any employee or user through complex scenarios and help them resolve them successfully without having to escalate the issue
- We are simple to learn. Typical training time for a new team on the ScreenSteps platform takes less than an hour.
ScreenSteps is headquartered in Northern Virginia, but is a fully remote team. We have been around since 2008 and support customers in the contact center, IT training, CRM/ERP/EMR implementation, education, and B2B SaaS businesses.
- OIDC OpenID Connect is an extension to the OAuth standard that provides for exchanging Authentication data between an identity provider (IdP) and a service provider (SP) and does not require credentials to be passed from the Identity Provider to the application.
- SAML Security Assertion Markup Language is an open standard for exchanging authentication and authorization data between an identity provider (IdP) and a service provider (SP) that does not require credentials to be passed to the service provider.
- SWA Secure Web Authentication is a Single Sign On (SSO) system developed by Okta to provide SSO for apps that don't support proprietary federated sign-on methods, SAML or OIDC.
- Create Creates or links a user in the application when assigning the app to a user in Okta.
- Update Okta updates a user's attributes in the app when the app is assigned. Future attribute changes made to the Okta user profile will automatically overwrite the corresponding attribute value in the app.
- Deactivate Deactivates a user's account in the app when it is unassigned in Okta or their Okta account is deactivated. Accounts can be reactivated if the app is reassigned to a user in Okta.
- Sync Password Push either the users Okta password or a randomly generated password to the app. This feature is not required for all federated applications as user authentication takes place in Okta, however some apps still require a password.
- Group Push Push existing Okta groups and their memberships to the application. Groups can then be managed in Okta and changes are reflected in the application.
- Group Linking Link Okta groups to existing groups in the application. Simplifies onboarding an app for Okta provisioning where the app already has groups configured.
- Schema Discovery Import the user attribute schema from the application and reflect it in the Okta app user profile. Allows Okta to use custom attributes you have configured in the application that were not included in the basic app schema.
- Attribute Mastering The application can be defined as the source of truth for a full user profile or as the source of truth for specific attributes on a user profile.
- Attribute Writeback When the application is used as a profile master it is possible to define specific attributes to be sourced from another location and written back to the app. For example the user profile may come from Active Directory with phone number sourced from another app and written back to Active Directory.