We’re delighted to announce that our new HomeKeeper Knowledge Center is LIVE! This Knowledge Center is the go-to resource for all of your troubleshooting and learning needs. This is a “soft launch”, and the new site is still under active development, but you can start using these resources right away, no login needed! You’ll notice new articles, videos, and tutorials already available, and we’ll be adding more in the coming weeks based on your feedback.
While you’ll still have access to the Support Forum, we know the 10-year-old site has seen better days! The Knowledge Center includes up-to-date articles, expanded support video offerings, enhanced search functionality, a glossary of Salesforce and housing terms, and improved navigation.
The entire HomeKeeper team has put so much into this project. It has truly been a collective effort to improve the training and support materials we have for you, our users.
Our new Knowledge Center is built around five core tenets:
1) User-Driven Change
In the fall of 2024, we set out to revamp our support and training resources. Through trainings, Q&As, tickets, and emails, we received feedback that you needed better ways to learn and more of them. We heard you! We launched a series of user interviews to gather more formal feedback that we could put into action. The biggest challenges identified through that process were: the ease with which you can find the support articles you need, out-of-date articles, and a lack of video resources.
2) Approachable Guidance and Learning
Based on your feedback, our number one goal in creating this new resource was to ensure that the Knowledge Center is APPROACHABLE! To support this goal, we’ve included more multimedia instructions, such as video tutorials detailing how to use HomeKeeper’s core features, a clickable table of contents, a glossary function that will define Salesforce and HomeKeeper terms within the article itself, and standardized formatting. We will also continue to expand the use of video tutorials into our User Guide and Administrative Manual.
3) Up-to-Date, Accurate Information
We’re starting fresh! Instead of migrating all historical articles, we’ve rewritten the most important articles to ensure that they are clear, concise, and most importantly, updated with the latest release information. New articles will be in Lightning only. Not seeing the article you need yet? Put in a request! We’ll continue to build out our resources in the Knowledge Center and are always excited to hear more about what you need.
4) A Human-Centered Site and Experience
To improve navigation and clarity, we’ve also rewritten and reorganized articles to center on your roles and tasks, rather than HomeKeeper and Salesforce features or Object names. The hope is that this will make it easier and more intuitive to find what you’re looking for. The Knowledge Center will also be more searchable, leveraging Helpjuice’s AI Search features, and will include an up-to-date user interface. Your HomeKeeper team will still be providing email support when you click the “Contact Support” button!
5) Improved Accessibility
Finally, we’re striving to make the Knowledge Center more accessible for everyone. We’ve started by simplifying pages, adding contrasting color, leveraging whitespace, adding alt-text to images, and ensuring all videos have subtitles. We’re eager to hear your feedback about how to continue improving the accessibility of all of our resources.
Learning to use a new system like HomeKeeper can be intimidating and overwhelming. Our hope is that you feel comfortable and empowered to find what you need, that learning feels straight-forward, and that our new Knowledge Center helps to demystify and simplify HomeKeeper for everyone!
-Lindsey Griggs, HomeKeeper’s User Experience & Learning Manager