ScreenSteps
Knowledge base software
Standard operating procedures software
Work instructions software
Contact center knowledge base software
Knowledge management software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
Take the quiz to check if ScreenSteps and its alternatives fit your requirements.
$250 per month
Free Trial
Free version unavailable
Small
Medium
Large
- Banking and insurance
- Healthcare and life sciences
- Public sector and nonprofit organizations
What is ScreenSteps
ScreenSteps is a knowledge base and procedure documentation platform used to create, manage, and publish step-by-step work instructions and standard operating procedures. It is typically used by internal support teams, IT, operations, and customer support organizations that need consistent how-to content for employees or customers. The product emphasizes structured, task-oriented articles with screenshots and sequential steps, and supports publishing to internal or external knowledge bases. It also includes tooling for content governance such as templates, review workflows, and permissions.
Strong step-by-step authoring
ScreenSteps is designed around procedural documentation, making it well-suited for SOPs and work instructions rather than long-form wiki pages. Authors can build numbered steps with images and annotations to reduce ambiguity in execution. This structure supports repeatable processes for IT help desks, operations teams, and customer support. The focus on procedural content can reduce the need for separate SOP tooling.
Publishing for multiple audiences
The platform supports publishing knowledge for internal teams and for external customer-facing help content. This helps organizations maintain a single source of truth while controlling what different audiences can access. Teams can standardize how articles appear through templates and consistent formatting. This is useful for support organizations that need both agent guidance and customer self-service content.
Governance and content controls
ScreenSteps includes role-based permissions and content management features that support controlled editing and publishing. Review and approval-oriented workflows help teams keep procedures current and reduce ad-hoc changes. These controls are relevant in regulated or process-heavy environments where documentation accuracy matters. The product’s emphasis on managed knowledge aligns with operational documentation programs.
Not a full contact center suite
Although it can support contact center knowledge base use cases, ScreenSteps is not positioned as a complete call/contact center platform. Organizations typically still need separate systems for telephony, ticketing, workforce management, and QA. Integrations may be required to surface knowledge in agent workflows. This can increase implementation effort compared with suites that bundle these capabilities.
Limited project work management
ScreenSteps focuses on knowledge and procedures rather than broad project management, task tracking, or cross-functional work planning. Teams that want a single system for documentation plus projects, goals, and collaboration may need additional tools. This can create context switching between documentation and execution systems. It may be less suitable as an all-in-one operations hub.
Knowledge discovery depends on setup
Search, taxonomy, and article organization quality depend heavily on how teams structure content, tags, and templates. Without consistent information architecture, users can struggle to find the right procedure quickly. Larger organizations may need dedicated governance to maintain findability over time. This is a common challenge for knowledge base deployments but still a practical limitation.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Answer Plan | $10 per user/month (annual billing shown) — $250/month minimum | Online Knowledge Base; Slack & Teams integration; AI Search; Clarify AI Transform, Create, Templates, Check, Assistant; Interactive Checklists; Workflows (Decision Trees); Integration with web apps; Courses; Video recording & hosting; Notifications; Security review + MSA support; Entra ID & Okta integration; Success Manager. |
| Guide Plan | $20 per user/month (annual billing shown) — $300/month minimum | Online Knowledge Base; Slack & Teams integration; AI Search; Clarify AI Transform, Create, Templates, Check, Assistant; Interactive Checklists; Workflows (Decision Trees); Integration with web apps; Courses; Video recording & hosting (add-on); Notifications; Security review + MSA support; Entra ID & Okta integration; Success Manager. |
| Enterprise Plan | Contact us (20 user minimum) | Extra support, security, customization; includes same core features as above; custom plans available for educational institutions, customer-facing solutions, and large teams. |
Implementation pricing (listed on same official pricing page):
- Self-Service — Free: Kick-off call; Self-paced courses; Access to help center; Find & Follow Workshop; 12 coaching sessions; Content optimization; Training program development & launch.
- Standard — $5,000: Includes services listed above.
- Accelerated — Custom: Custom implementation services.
