Session Abstract

In this session, discover how our nonprofit organization has transformed user support and documentation by embedding Scribe into our daily workflows. We’ll explore how we leverage Scribe across two major ecosystems—Microsoft 365 and Salesforce—to provide just-in-time, easily accessible guidance that empowers users at every turn. With Salesforce as our knowledge management foundation, we developed a custom Lightning Web Component that dynamically displays embedded Scribe guides linked from Knowledge Articles—bringing help content directly into the user's workflow. On the Microsoft 365 side, we’ve built out a centralized SharePoint Library of Scribes, giving users on-demand access to tutorials whenever they need them. You’ll learn how our small but mighty team implemented this low-lift, high-impact solution to increase user adoption, reduce friction, and improve internal support—all while keeping pace with the needs of a lean nonprofit environment. As a bonus, we’ll share how our help desk team uses Scribe to rapidly develop clear, consistent tutorials for a wide range of processes. Whether you're looking to improve user training, reduce help desk tickets, or scale your documentation strategy, this session will offer practical tips and inspiration to help you meet your users where they are.

Peter Schweiss

Pete Schweiss is the Director of Technology Services at Hope Ignites, where he drives the organization’s technology strategy across the United States, Mexico and Guatemala. With a career dedicated to supporting the nonprofit community in St. Louis, Pete is committed to delivering the best solutions through a forward-thinking, efficiency-focused approach that ensures seamless operations. His expertise in building and sustaining strategic partnerships enables him to secure high-quality, cost-effective products and services for the organization. Pete plays a vital role in fostering the strategic growth of Hope Ignites. Now more than ever technology plays a critical role in the future of Hope Ignites, as they work to triple their impact by 2035. Pete’s vision as a technology leader is to deliver a user experience that is efficient for team members across the network, allowing them to remain mission focused and continue to foster growth within the organization.