Skip to main content

​
What Are Guides?

Guides are detailed, step-by-step instructions for completing a specific process step. They’re the “how-to” documentation that helps team members perform tasks correctly and consistently. Think of guides as recipes. They provide clear, sequential steps that anyone can follow to achieve the same result.
Guides are individual process steps within your Core Process, not Blueprints. For Blueprint-level documentation, use Blueprint documentation instead.Learn more: Blueprints vs Guides

​
When to Create Guides

Create guides for process steps that:

Are Complex

Multi-step tasks where mistakes are costly or common

Use Systems

Activities requiring navigation through software or specific tools

Need Consistency

Tasks that must be done the same way every time for quality or compliance

Train New Staff

Activities that new team members need to learn
Don’t create detailed instructions for obvious tasks. Guides like “Approve document” or “Reply to email” that are self-explanatory don’t need extensive documentation. Focus on Guides that benefit from detailed instruction.

​
Creating Your First Guide

1

Navigate to Your Guide

Open the Core Process and find the Guide you want to add detailed instructions to.Click on the Guide to open its detail view.
2

Find the Instructions Section

Look for a “Details,” “Instructions,” or “How-To” section in the Guide details.You may see a tab or button labeled “Create Instructions” or “Add Details.”
3

Click Create Instructions

Click the “Create Instructions” or “Add Details” button.This opens the instructions editor.
4

Add a Title

Your instructions title should match the Guide name or clearly reference it.Examples:
  • “How to Screen Resumes”
  • “Sending Client Proposals - Step by Step”
  • “Processing Refund Requests”
Keep titles clear and descriptive.
5

Write Step-by-Step Instructions

Break down the task into clear, sequential steps. Each step should be one action.Number your steps and start each with an action verb.Use the rich text editor to format your steps clearly.
6

Add Visual Aids

Include screenshots, videos, or diagrams that show what to do.Visual aids make instructions faster to follow and reduce errors.
7

Include Tips and Warnings

Add helpful tips, common mistakes to avoid, and troubleshooting advice.This makes your instructions more practical and useful.
8

Review and Save

Walk through your instructions as if you’re performing the task for the first time. Is anything unclear?Click “Save” to publish your instructions.

​
Guide Instructions Template

Use this template for consistent, easy-to-follow instructions: 
# [Guide Name] Instructions

## Overview
[One sentence: What this Guide accomplishes]

## Prerequisites
[What needs to be in place before starting]

## Estimated Time
[How long this typically takes]

## Tools Needed
[List of systems, templates, or resources required]

## Step-by-Step Instructions

### Step 1: [Action]
[Detailed instructions for step 1]
[Screenshot or visual if needed]

### Step 2: [Action]
[Detailed instructions for step 2]
[Screenshot or visual if needed]

### Step 3: [Action]
[Continue for all steps...]

## Decision Points
[If/then scenarios or choices to make]

## Tips & Best Practices
[Helpful advice for doing this well]

## Common Mistakes to Avoid
[Errors people frequently make]

## Troubleshooting
[What to do when things go wrong]

## Related Resources
[Links to forms, templates, related guides]

​
Writing Great Step-by-Step Instructions

Rule 1: One Action Per Step

Each step should be one discrete action. Don’t combine multiple actions.Good:
  • Step 1: Open the CRM
  • Step 2: Navigate to the Contacts tab
  • Step 3: Click “Add New Contact”
Bad:
  • Step 1: Open the CRM, go to Contacts, and add a new contact
Breaking steps down makes them easier to follow.
Begin each step with a clear action verb that tells people what to do.Good action verbs:
  • Click, Select, Enter, Type, Choose, Navigate, Open, Close, Save, Review, Confirm, Verify
Example:
  • “Click the ‘Submit’ button in the bottom-right corner”
  • “Enter the customer’s email address in the ‘Email’ field”
  • “Select ‘Priority: High’ from the dropdown menu”
Provide exact details. Don’t assume people will figure it out.Vague:
  • “Update the document”
Specific:
  • “Update the ‘Client Name’ field in the contract template with the client’s legal business name (check spelling in Salesforce)”
Specificity prevents errors and questions.
Tell people exactly where to find buttons, fields, or options.Better:
  • “Click the ‘Save’ button”
Best:
  • “Click the blue ‘Save’ button in the bottom-right corner of the screen”
Location details help people find things faster.
When there are choices or conditions, clearly explain what to do.Example:
Step 4: Determine Priority Level
  • If the ticket mentions “urgent,” “emergency,” or “down,” select “Priority: Critical”
  • If the ticket mentions a deadline within 24 hours, select “Priority: High”
  • All other tickets: select “Priority: Normal”
Use if/then logic to cover different scenarios.

​
Adding Visual Elements

Visual aids make guides much more effective:

Screenshots

Capture screens showing exactly what buttons to click or forms to fill out

Annotations

Add arrows, circles, or highlights to draw attention to specific areas

Screen Recordings

Record your screen while performing the activity for complex procedures

Flowcharts

Show decision trees or branching logic visually

Before/After

Show what the result should look like when done correctly

Templates

Include sample outputs or filled examples

​
Screenshot Best Practices

  • What to Capture
  • How to Annotate
  • What to Avoid
✅ Entire screen or window for context ✅ The button, field, or area the user needs to interact with ✅ Enough surrounding interface to orient the user ✅ Confirmation messages or results

​
Complete Guide Example

Here’s a full example of well-written Guide instructions:

Example: Processing a Customer Refund

Guide: Process Customer Refund Request

​
Overview

These instructions cover how to process approved refund requests through our payment system and notify the customer.

​
Prerequisites

  • Refund has been approved by customer service manager
  • Approval email is in the refund ticket
  • Original payment method is still valid

​
Estimated Time

5-10 minutes

​
Tools Needed

  • Stripe Dashboard access
  • Zendesk ticket system access
  • Refund notification email template

​
Step-by-Step Instructions

​
Step 1: Verify Refund Approval

Open the Zendesk ticket and confirm that:
  • Manager has commented “APPROVED” in the ticket
  • Refund amount is clearly stated
  • Customer account is in good standing
Don’t proceed without approval.

​
Step 2: Open Stripe Dashboard

  1. Navigate to dashboard.stripe.com
  2. Log in with your company credentials
  3. Select “Payments” from the left sidebar
[Screenshot showing Stripe dashboard with sidebar highlighted]

​
Step 3: Find the Original Payment

  1. In the search bar, enter the customer’s email or order number
  2. Click on the matching payment in the results
  3. Verify the payment details match the refund request:
    • Customer name
    • Amount
    • Date
    • Product/service purchased

​
Step 4: Issue the Refund

  1. Click the “Refund” button in the top-right of the payment details page
  2. Enter the refund amount (full or partial as approved)
  3. In the “Reason” dropdown, select the appropriate reason:
    • “Requested by customer” (most common)
    • “Duplicate charge”
    • “Fraudulent”
  4. In the notes field, enter the Zendesk ticket number (format: #12345)
  5. Click “Refund [amount]” to confirm
[Screenshot showing refund form with fields highlighted]The refund will be processed immediately. You cannot undo this action.

​
Step 5: Copy the Refund ID

After the refund processes, Stripe displays a confirmation screen with a refund ID (format: re_1234567890).Copy this ID. You’ll need it for the customer notification.

​
Step 6: Update the Zendesk Ticket

  1. Return to the Zendesk ticket
  2. Change the ticket status to “Solved”
  3. Add an internal note with:
    • Refund amount
    • Stripe refund ID
    • Date processed
    • Your name
Example:
“Refund processed: $49.99 Stripe refund ID: re_1234567890 Date: June 15, 2024 Processed by: Sarah J.”

​
Step 7: Notify the Customer

  1. In Zendesk, click “Apply Macro”
  2. Select “Refund Processed Notification”
  3. The email template auto-fills with:
    • Customer name
    • Refund amount
    • Estimated arrival time (5-10 business days)
  4. Add the Stripe refund ID to the email where indicated
  5. Review the email for accuracy
  6. Click “Send”

​
Decision Points

What if the original payment method was deleted?
  • Stripe will attempt to refund to the card automatically
  • If it fails, contact the customer for current payment details
  • Document the situation in the ticket and escalate to your manager
What if the customer wants a refund to a different payment method?
  • This isn’t possible through Stripe
  • Escalate to accounting for a manual check or ACH transfer
  • Add “ACCOUNTING” tag to the ticket
What if the refund amount exceeds the original charge?
  • This should never happen. Do not process.
  • Notify your manager immediately. This may indicate fraud.

​
Tips & Best Practices

✅ Always verify approval before processing. Unauthorized refunds can’t be reversed.✅ Double-check the refund amount. Typos can cause issues.✅ Process refunds within 24 hours of approval for better customer satisfaction.✅ Add the Stripe refund ID to Zendesk. Customers often call asking for status, and you’ll need this to look it up.

​
Common Mistakes to Avoid

❌ Processing without approval: Always get manager approval first❌ Wrong amount: A 49.99vs.49.99 vs. 499.90 mistake is costly and hard to fix❌ Forgetting to notify customer: Customer will call asking when they’ll get their money❌ Not documenting in Zendesk: Other team members need to see what happened

​
Troubleshooting

Problem: “Refund button is grayed out”
  • Solution: Payment may still be processing or already refunded. Check the payment status. If unclear, contact Stripe support.
Problem: “Error: Charge has been disputed”
  • Solution: Don’t process the refund. Contact your manager. Disputed charges follow a different process.
Problem: “Customer says they didn’t receive refund after 10 days”
  • Solution: Look up the Stripe refund ID, check status, contact customer’s bank if needed. See “Late Refund Follow-up Guide.”

​
Guide Writing Tips

Test Your Guide

Have someone unfamiliar with the task follow your guide. Where do they get confused?

Use Simple Language

Write at an 8th-grade reading level. Avoid jargon and complex terminology.

Be Consistent

Use the same terms throughout. Don’t call something a “button” in one step and an “icon” in another.

Update Regularly

When systems change or processes improve, update your guides immediately.

​
Common Guide Mistakes

Assuming KnowledgeDon’t assume people know where things are or how systems work. Be explicit about every step, even if it seems obvious to you.
Combining Too Many ActionsKeep steps atomic. One step = one action. Combining multiple actions into one step causes confusion.
Vague Instructions“Update the file” doesn’t tell someone what to update or how. Be specific about fields, values, and locations.
Outdated ScreenshotsScreenshots from old system versions confuse users. Update screenshots when interfaces change.

​
Forms in Guides

Some activities require forms to be completed. You can attach forms directly to your guides.
1

Create or Upload Form

Create a fillable form or upload a form template (PDF, Word, etc.)
2

Attach to Guide

Link the form in your guide, or use the system’s form attachment feature if available
3

Reference in Instructions

In your step-by-step instructions, tell users when and how to complete the formExample: “Step 5: Complete the Budget Request Form (attached below) with all required fields”
Learn more: Adding Forms to Guides

​
Guide Documentation Checklist

Before considering your Guide documentation complete:
  • Clear title matching the Guide name
  • Overview explaining what the Guide accomplishes
  • Prerequisites and tools listed
  • Estimated time included
  • Step-by-step instructions with action verbs
  • One action per step
  • Decision points explained
  • Screenshots or visuals included
  • Tips and common mistakes documented
  • Troubleshooting section included
  • Related resources linked
  • Tested by someone unfamiliar with the task
  • Grammar and spelling checked

​
Next Steps

Adding Forms

Learn how to attach forms to your Guides

Creating Blueprints

Add Blueprint-level documentation

Sharing Processes

Share your processes with team members