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This is a very comprehensive test for a Help article. The purpose of this check is to make sure that we are addressing the customer intent and checking for the end to end experience, what they looked for, how did they get to the help, what happened after they got to the help topic, did the topic address their intent etc.

When a customer looks for Help, there could be multiple intents for that search:

  • They want to learn how a new feature works. In this case, they are in a learning mode and usually display more patience.

  • They want to work with a feature but don’t know how it works. In this case, they search either Google or the in-app Help (the Help that is accessed from within an application). In this case, they'd like quick answers so search should show content that most closely matches the customer search intent. 

  • A feature does not work as intended. Again, they search Google or in-app Help and need quick answers to get unblocked. 

Understanding the user intent and their potential frame of mind when they land on an article is important. This helps us design the right Help experience.

  • Read the topic title for the intent. For example, if the topic title is “Save a document to OneDrive”, use the keywords “Save”, “Save a document”, “Save to OneDrive” in Google to see if the topic shows at the top of Google search results.

  • See the Applies to field for the topic. Does it apply to different versions and different platforms

  • Open the app the topic applies to. For example, if the topic applies to Word 2016, then open Word 2016.

Note: It’s possible the topic applies to multiple versions. Ask your project manager the version you should be looking at.

  • Open the Help Viewer in the app. To open the Help Viewer:

    • Windows PC:

      In Office 2016: Press F1 or click the lightbulb box (also known as the Tell me box), type some keywords from the title of the article, and then click Get help on…

      In Office 2010 and 2013: In Office 2010 to Office 2013: Press F1 or access the help from the ? button in the upper right corner of the app, and search for some keywords from the title of the article.

    • Mac:

      Click Help > <app> Help.

  • Type the keywords in the topic title in the in-app Help Viewer search file and see if the topic shows in the top three search results.

  • Intent presented in the title of the topic maps to the content in the topic. For example, if the topic name is “Delete a page in Word”, then the content in the topic provides the steps and concepts to delete a page in Word.

  • Step through all the steps in the procedures.

  • Check to see if the steps in the procedures are accurate.

  • Concepts presented are accurate.

  • Any notes/alerts/warnings in the topic are accurate.

  • Screenshots match the UI. Please make sure to test the procedure for the version indicated by your project manager. It’s possible that a topic is tagged for multiple versions. And if there are tabs representing each version, make sure to test the procedure against the version indicated in the tab.

  • Links are not broken.

  • Links go to the promised target.

  • The See Also/Related links at the bottom of the topic are truly related to the topic you are testing.

  • If the topic is a contextually linked from with the app, then make sure that the topic makes sense in the user experience context.

    For example, the topic Format or customize a table of contents is a context sensitive topic. That means, this topic can be accessed from within the Word app. Open the app, in the References tab, click Table of Contents > Custom table of contents > ? (question mark on the top-left of the dialog). When you click “?”, you will see it links to either a topic of multiple related topics. That means the topic(s) are contextually linked from the app.

  • No spell errors.

  • No grammatical errors.

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