In November 2017, our Technical Writers saw a big problem that needed solving. When Datto RMM customers needed troubleshooting help, they had to search multiple sources of knowledge, including YouTube, the Community Forums, and Google, to find answers to common issues.
To solve this problem, the Knowledge Management team worked with Product Support to identify over 100 questions which were asked by RMM customers and answered by our support teams. Then, we converted this content into partner-facing articles, and we published it to a new, centralized Datto RMM category in the Business Management section of the Datto Knowledge Base at kb.datto.com. To deliver a streamlined experience, we linked the category directly to the existing Product Help spaces in the Datto RMM product, making it easy for readers to navigate from one environment to the other with a single click.
On January 28th, our new category launched, giving readers access to much of the same documentation that our Product Support Experts use to solve technical challenges. In the 16 days since the rollout (as of the writing of this article), the RMM content has seen 682 unique partner visits, 1,615 page views, and it holds the #1 Google Search position for “Datto RMM troubleshooting.”
Due to this successful rollout, we plan to expand our content to include the PSA and AWP product spaces in the near future. Stay tuned!