Enhanced Online Help
What is Enhanced Online Help?
Upstream Works Online Help system serves as a single source for core user content and resources. It gives users one place to find product guidance, reference material and related resources.
Contact center software is used by several groups with different needs, including agents, supervisors and administrators. An online help system gathers the documentation each of them relies on, such as how-to guidance, feature explanations and reference material, into one place that can be searched and kept current. A single source avoids the problem of outdated copies spread across shared drives, emails and training decks.
For buyers, good online help shortens onboarding and reduces the number of questions that reach internal support teams. It is typically judged by how easily users find answers, how current the content stays when the software changes and whether it covers the tasks people actually perform. Enhanced Online Help covers legacy Upstream Works products; for the current platform, see Totalix.
Related: Contact Center Knowledge Base, Self-service, Customer Portal, Totalix.