Work overview 03 / Documentation & enablement
Answers worth finding again.
Building a self-serve knowledge library with 40+ articles, FAQs and video tutorials in Slab.
What I worked on
A reusable library
Built a collection of more than 40 articles in Slab, together with FAQs and video tutorials.
Knowledge in the workflow
Added articles and macros for recurring questions as part of maintaining Intercom Fin.
Feedback beyond support
Flagged recurring customer pain points to product and engineering through Jira and Linear.
The principle behind it
A resolved question can become something reusable: a clearer explanation, a knowledge article or a signal for the product team.
The library's size is documented in the résumé. A reduction in repeat questions has not been quantified here.
This overview describes responsibilities listed in my résumé, not a measured-impact case study. It does not reproduce internal workflows or customer data.
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