Getting started collection overview
The Getting Started collection provides a structured journey for new users and admins, covering the key steps for getting started with the product. The content should combine basic feature overviews, explanations of why certain actions matter, and clear, step-by-step instructions.
Articles in the collection are meant to guide users through early setup and usage, while also pointing them to relevant support and additional learning.
The Getting Started collection should be the first collection in the Help Centre.
Before you start
To write useful Getting started articles, you need to know what to include to give the most benefit to the customers. As you go, refer back to these hints:
✅ | Review the New user journey and align content to that. |
✅ | Ensure each user type has their own article with relevant content. |
✅ | Assume the reader has never seen the platform before, we’re writing for brand new users. |
✅ | Know the obvious questions or pitfalls we need to address along the way. |
How the collection appears
Name: Getting started
Description: Get started and make the most of your software.
Icon: Rocket
What it includes
The Getting Started collection will include three sub-collections: Get started, Further Support, and Value Pathways (previously called Your guide to success, or Project Evo).
Get started
Articles: Getting started as a user /admin/ super user etc
One article with a video that helps you navigate the site and links off to more detailed guides. An overview of what the site looks like and basic navigation.
One article for each user type, explaining what day 1 might look like for them; accessing key areas and completing basic tasks.
Get started as a user example>
Get started as an admin example>If you already have a new user journey in the product, Use the new user journey checklists to help structure your articles.
Check if your product has an in app new user journey>
Further support
Description: More ways for you to get support.
Here are the types of articles that you can add to your Further support collection:
📌 Note: These examples are for substance clarity, not formatting or exact content.
Service status dashboard. Example>
Use the Access Digital Assistant. Example>
Contract or finance queries. Example>
Update your account details. Example>
Log in and password resets. Example>
Minimum technical requirements. Example>
Get technical support. Example>
We need to advise non-named-contact users to reach out internally, and named support contacts to use the AI/Live chat. We can also recommend that non-named users search for their query in the Help Centre, advising that the search function is great.
Value pathways (Your guide to success)
Description: Make the most of all the features available to you.
These are the articles originally created by the CSMs. They may include
Value Pathways (Guide to success) introduction
Increase compliance
Increase product adoption etc
The sub-collections and articles will look different per product.
Writing guidelines
Collection structure
Getting started collection
The Getting started collection should be the first one in the Help Centre.
Sub-collection order
The sub-collections in the collection must be in logical progression.
Get started
Value Pathways (Your guide to success)
Finance and contract queries
Further technical support
Article order
The articles in the collection must be in logical progression.
For example, if a customer’s site appears down, you’d want them to check the service status dashboard before they raise a case, so put the articles in that order.
✅ Do | ❌ Don't |
|
|
If your product has an onboarding workflow in Intercom, align the article structure to the workflow.
Article formatting
Tone of voice
These are likely to be the first pieces of content that the user sees. They should be informative but not condescending. You should:
Have an outcome-focused approach, let them know what they’re achieving by following the steps.
Use encouraging, action-oriented language.
Use motivational tone of voice, example: ‘You can….’ instead of ‘You need to…’
Use positive, empowering tone throughout.
✅ Do | ❌ Don't |
Once you’ve added your users, you can view them in the User Management section. | If you've managed to create your users, view them in the User list. If you don’t know where that is, you can see it in the User Management section. |
To run and export the report, follow the steps below:
|
|
Article titles
Use the writing guidelines already outlined.
⚠️ Important: It must be very clear from the title what the article is for.
✅ Do | ❌ Don't |
Get started as an administrator | Administrators |
Article introductions
Use the writing guidelines already outlined.
Define who the article is for.
Include a general overview of the topics included in the article, this should be a paragraph of text, not a list. Intercom has a list automatically at the side.
Start with the end in mind - Clearly define what success looks like.
✅ Do | ❌ Don't |
CPL Learning is your central hub for all your training and compliance materials. By familiarising yourself with the platform’s features and functionality, you’ll be able to stay organised, complete your learning modules on time, and easily find important resources such as certificates and stats.
This guide is structured to help you get comfortable with navigating CPL Learning’s different sections, with clear instructions on accessing various features. |
If you’re new to CPL Learning and don’t know how to use the site, this guide will help you find your feet and hit the ground running. |
If you’re an admin, you can...
🤓 Tip: If you’re not sure if you’re an admin, click Menu and if you have the option User Management, you have admin permissions. |
People with admin permissions can... |
Article body
What to include
Introductions and headers: Each section needs a header and an introduction that clearly states what the user will achieve, with benefits and business value if applicable.
Users understand not just the how but the why.
Use specific benefits when possible (why you want to do this task).
Make it scannable - Use headers, bullet points, and visual hierarchy.
Article body: Align the articles to the Onboarding workflow if there is one.
Focus on the 20% of features that deliver 80% of the value - you just need the basics for day 1, not everything that a user might ever want to do.
Next steps or what's next section: Format as a bullet list for easy following.
✅ Do | ❌ Don't |
 |
 |
Formatting
Use the writing guidelines already outlined.
Steps should always be done in logical order, but tasks should be laid in critical order.
Steps | Tasks |
One process that has multiple steps to complete. | Different processes. |
To log in, follow the steps below:
| At CPD year end, you need to:
|
Include all steps, never presume the user knows what to do. Always include the very last step.
Include links to detailed guides for more complex tasks if beneficial.
Optional sections are clearly marked.
All essential getting started/setup tasks are included at the start.
Information is broken into manageable sections.
Links to detailed instructions for complex tasks.
For longer processes, try to split to sections. If you do have a task that is too long, you need to have a video too.
Avoid overwhelming users with too many tasks – keep it to the basics of your first day/week
Provide "learn more" sections for users who want deeper knowledge – Having an extra section at the bottom depending on the phase that you are at in the process.
Provide context for decision-making - Help users understand the impact of their choices
✅ Do | ❌ Don't |
To delete a user, follow the steps below:
Important: When you delete a user, you delete all data associated to them. This can cause issues with your historic data. We encourage you to archive the user instead which anonymises their personal information but retains the data.
| To delete a user, follow the steps below:
Tip: You can also archive users.
|
Article summary
Can provide links to the next steps or more complex tasks associated to their roles.
Reference additional educational resources.
If more support is required for a task, instead of redirecting them to the support team, redirect them to articles presenting how to use the Digital Assistant etc.
✅ Do | ❌ Don't |
Next steps Now that you’ve learnt the fundamental admin tasks, you can grow your skills to the next level by:
Tip: You can also check out our Webinar hub for a more in-depth look at admin tasks. | Next steps Now you know the basics of being an admin, here are some of the other tasks you’ll need to do in future:
|
Other
Images
Can have more images than we would in a standard article, as this is the first time they’re using the system and may require more hand-holding.
Videos
The tasks should be simple enough to follow without videos, however, an ‘overview of the site’ is encouraged. Just a tour of the menu or tabs etc.
RACI
Tasks | Digital CS | DCL | DSL | DSE |
Plan content | A | C | I | R |
Write new articles | I | A | I | R |
Review content quality | I | R | I | A |