90 Minds Community

A client asked recently about creating documentation around their Sage 100 system. This would encompass upgrade notes,  day-to-day support questions as well as policies/procedures.

My documentation tool of choice is Google Workspace. I just dropped Basecamp because I can't justify $1,300 a year for a tool that is essentially a note taker ( for me ). Now I use Google Workspace to document client information. It works great for me but I'm not sure it's a good solution to roll out to a client.

I'm thinking
- Ticketing system - this would be one way to enforce the keeping of documentation around support and major issues (most importantly how we resolved them).
- Some type of project management solution - similar to Basecamp. This isn't my first choice since I found adoption ( aka - getting clients to use it ) to be very tough (almost impossible).
- Google Workspace - this might be the middle ground and I'm pretty sure I'd be tasked with capturing the knowledge and recording it in Google Workspace / Google Docs

Have you tackled this - and, if so, how? 
The ultimate goal is to create some documentation around their systems so that if someone leaves ( or joins ) they can get up to speed quickly.

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Wayne Schulz
wayne@s-consult.com
Schulz Consulting
(860) 516-8990
Connecticut
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Last year I switched from Evernote to Notion.ai.   I have been looking to Notion for many tasks.   If combines all the features of Evernote with databases and more recently AI.  If you have a little development competency it is extremely flexible and powerful.

If you search for their conference a couple of months ago you can probably find a story about how Ramp uses Notion for documentation and support.   They told stories about how the system will search all of its documents to present potential solutions to the support personnel the tickets are assigned to based upon the nature of the request.  Of course Ramp is much more resource rich than we are, but they also have a ton of documentation that the system must search through.   What was even more impressive about the story was the feedback mechanism they created.   If the support technician says that the proposed resolution was not correct and why, it automatically updates the person responsible for that area of documentation so the source documents can be updated.

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Gary Feldman
Principal
I-Business Network
Marietta GA
16786270646
http://www-i-bn.net
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