Creating User SOP

[MStreib5]

Greetings,

I'm trying to evolve our internal Sales Hub knowledge base that our users access now and to create an onboarding protocol as we hire new sales teams.  We're a Microsoft shop. 

Has anyone here been through developing an internal knowledge base?  How did you approach it?  Was it all internally created and managed or are there good 3rd party options?

We've relied heavily on HubSpot knowledge base content over the last year.  Content is copied to Microsoft OneNote then we add company-specific detail at top to clarify user specifics on our platform.  We often highlight key content in the article, add bullet point brief detail and embed a link at the top the reader can click taking them to that section of the article.      

One issue - HubSpot regularly updates knowledge base articles and no change log reference is provided. This forces us to review and compare the two versions to assess any impact. 

Thanks 

[BartMartin · Accepted solution]

Hello Michael!

I found this tool https://visualping.io, which seems to be doing what you need. It can track website changes and notify you via many different channels. It also shows which areas changed. Please let me know if it solves the problem for you.

Best regards,
Bart

[LButterfield]

Hi There,

Yes I've gone on this journey and created my own guides for our business. These started off as PowerPoints with screenshots, but I migrated everything across to a SharePoint training library which has in it guides to do everything you need to in HubSpot. I have also started using Tango to help create some of the guides as you can embed that into SharePoint pages. I need to spend some time with the HubSpot guide creator that was released not that long ago as I should also be able to embed that into the SharePoint pages.

It took quite a while to build up the level of guides that I have now but I use these to support the training I deliver to our new starters where I introduce them to the HubSpot ecosystem. 

As we develop new areas of the system I add more guides to it. 

I found this a lot better for our users as the visuals then look like our portal and it makes more sense to them.

Hope that helps.

Lizzy

[MStreib5]

Hi @LButterfield - thanks for this.  In fact, I've reverted to a heavier emphasis on SharePoint now but was not aware of the SharePoint training library.  Will look at it now after hearing a use case.  

I'm not familiar with Tango but looking at it now.  Have you been able to meet your goals with the Pro license at $20/Month?  Did it accelerate your effort?   

No doubt, it takes time - I've already resigned myself to that fact, no matter what.  

Thanks for sharing (no pun intended)!  Helps a lot.

Mike

[LButterfield]

Hi Mike, 

Apologies I realised that I never did reply to you on this! Just wondering if you've tried using the HubSpot guide creator that was released a couple of months ago? It's on my list of things to try but not got round to it yet and wonder if it will help with any new guides that I need to create.....

Lizzy

[danmoyle]

@MStreib5 I feel the struggle. As a HubSpot trainer, one of two in my company, we have a similar pain point of HubSpot upates and how to keep up. Their Knowledge Base is gold, but it's hard to know what changed when. 

I wonder if a GitHub bot that crawls it would help? Then that could oush to OneNote or Slack maybe... I may also be talking of a dream, not something that currently exists. 

So, no solution, just a comment that you're not alone. 

[MStreib5]

@danmoyle, no surprise others understand this issue, and you are in the thick of the need to understand what changes as a trainer.  Indeed it sounds like you train the trainers! 

I reached out to support asking if there was any kind of changelog I could access.  The response seemed to infer, if not outright indicate, they may not have one either which I would find hard to believe.   

If they hear from enough of us, it seems to me a very modest update module inserted to their template that is titled "What's New" or "What's Changed"  Simple.  Really simple.

Thanks for the post.  I'm not alone!  🙂  

[PamCotton]

Hey @MStreib5, happy Friday!

I'd love to hear your experiences and any recommendations our top experts might have. Tagging a few people who might have insights.

@danmoyle and @Lucila-Andimol any recommendations for @MStreib5 matter?

Thank you,

Pam

[MStreib5]

Thanks for reaching out @PamCotton and for extending the conversation to others.

I'm an open book on any experiences creating good SOP.  I have a growing OneNote library (67 items) and I'm testing screen capture - audio recordings this weekend for a few of our most important deal stages.  Since we're a Microsoft shop, a mix of SharePoint, PowerPoint and Clipchamp which I've not used before.  

Biggest challenge will come with new features announcements and changes by HubSpot pushed out globally and what those changes mean in our specific use case environmment.   Other than that, the goal is a strong internal repository for our growing sales team to refer to if/when needed.  

Best,

M