ScreenSteps

ScreenSteps is a cloud-based knowledge base software platform designed to help organisations create, manage and deliver standard operating procedures and work instructions to their employees. Many companies document processes in lengthy manuals, shared drives or ad hoc documents that are difficult to follow and rarely consulted, so employees rely on memory or colleagues when performing tasks. This results in inconsistent execution, errors and long onboarding times, particularly in roles such as customer service, finance and operations where procedures change frequently. ScreenSteps addresses this by focusing on practical, step-by-step guidance that employees can use at the moment of need. Its approach centres on creating concise, visual articles, often with annotated screenshots, and embedding them into the tools people use, so that staff can follow procedures accurately without extensive memorisation and new hires can become productive more quickly.

Key features include an authoring tool for capturing and annotating screenshots, structured article templates, and interactive checklists and workflows that guide users through complex, multi-step processes with decision points. Content can be organised into sites, manuals and chapters, with permissions controlling access for different teams. Version history, review reminders and analytics help keep procedures current and show which articles are used most. A browser extension and integrations with systems such as Salesforce, Zendesk, Microsoft Teams and learning management systems allow procedures to appear in context within everyday applications, and search functions help users find answers rapidly. Single sign-on and administrative controls support enterprise deployment. ScreenSteps is delivered as SaaS and is aimed at customer service teams, contact centres, financial institutions, credit unions, healthcare organisations and other businesses with process-heavy operations. Its methodology also encourages organisations to design training around on-the-job guidance. Pricing starts from around USD 239 with a free trial available; there is no permanently free version.