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Salesforce Knowledge
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Salesforce Knowledge is Salesforce's knowledge-base capability for creating, categorizing, publishing, and surfacing articles across service, support, and self-service experiences.
It belongs in this master because it connects customer-support knowledge, article governance, analytics, and CRM workflows for agents, customers, and AI-assisted service experiences.
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Zendesk Guide
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Zendesk Guide is Zendesk's help-center and self-service knowledge product for authoring, organizing, publishing, and maintaining support articles.
It is a useful KM/help-center platform because it turns support knowledge into searchable customer and agent-facing content with permissions, workflows, AI, and ticket-deflection use cases.
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Document360
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Document360 is a knowledge-base and documentation platform for creating, organizing, reviewing, and publishing product and customer-facing documentation.
- Relevant to technical writing for help centers, product documentation, internal knowledge bases, review workflows, analytics, and self-service content.
- It fits both technical authoring and knowledge-management portfolio groupings.
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Guru
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Guru is an enterprise AI knowledge platform for governing, verifying, and retrieving trusted company knowledge across workplace systems.
It belongs in KM because it emphasizes a governed knowledge layer, source citations, permission-aware answers, verification workflows, and integrations with systems such as Slack, Teams, Salesforce, Zendesk, Confluence, and SharePoint.
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Bloomfire
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Bloomfire is an enterprise knowledge-management platform for organizing, governing, searching, and improving shared organizational knowledge.
It is a defensible Skill 5 record because it focuses on enterprise knowledge sharing, moderated content, analytics, AI-assisted discovery, and reusable institutional knowledge.
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Notion
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Notion is a connected workspace used for wikis, documentation, databases, project notes, and lightweight knowledge bases.
It is included selectively because its strongest KM value is team knowledge organization and internal documentation rather than formal ECM or regulated content governance.
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OpenText Content Management
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OpenText Content Management is an enterprise content-management platform for managing business content, compliance, workflows, records, and content lifecycle processes.
It represents major enterprise content management (ECM) capability because it connects content governance, metadata, workflow, security, retention, and enterprise application integrations.
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IBM FileNet Content Manager
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IBM FileNet Content Manager is an enterprise document-management and content-governance platform for managing business documents, repositories, workflows, records, and regulated content.
It is a strong ECM signal because it supports secure content repositories, lifecycle governance, cloud-native deployment, low-code content applications, and AI-assisted retrieval over enterprise documents.
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Hyland Alfresco
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Hyland Alfresco is an open content-services and process platform for managing enterprise documents, metadata, collaboration, records, and content-centric business workflows.
It belongs in ECM/CMS because Alfresco Content Services and Governance Services support controlled repositories, content access, retention, automation, and integration with enterprise applications.
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Box
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Box is an enterprise intelligent content-management platform for secure file storage, sharing, collaboration, workflow, governance, e-signature, and AI-assisted content processes.
It is appropriate for Skill 5 because it manages enterprise content lifecycles, permissions, retention, publishing, and collaboration across a cloud content platform.
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Sitecore Experience Platform
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Sitecore Experience Platform is Sitecore's enterprise CMS and Digital Experience Platform (DXP) for managing content, personalization, digital marketing, and customer experiences.
It belongs in the CMS/DXP group because it combines content management with experience delivery, analytics, personalization, and enterprise digital-channel publishing.
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Xperience by Kentico
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Xperience by Kentico is a digital experience platform that combines CMS, content hub, digital marketing, commerce, and AI-assisted tools.
It is a current CMS/DXP record because it supports structured reusable content, web publishing, campaign workflows, personalization, and cross-channel content delivery.
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Figma
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Figma is a collaborative design platform for interface design, visual systems, prototyping, developer handoff, and design-to-code workflows.
It is a current enterprise-standard UI/UX tool because teams use it for components, design systems, real-time collaboration, prototypes, and product visual workflows.
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Affinity
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Affinity is Canva's professional creative application for illustration, image editing, and page layout workflows.
It supports Skill 4 as a modern tool for creating graphic assets, visual layouts, export-ready media, and supporting content for documentation and training.
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Adobe After Effects
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Adobe After Effects is Adobe's motion graphics, animation, and visual-effects application for compositing and animated media. It supports learning media, explainers, branded video, and graphic-design workflows that need movement or visual polish beyond basic video editing. Additional Resources:
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Sketch
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Sketch is a professional design toolkit for digital product design, interface layouts, interactive prototypes, design systems, collaboration, and developer handoff.
It remains relevant in Skill 32 as a current UI/UX and prototyping platform, though Figma is prioritized as the broader current enterprise standard.
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Blender
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Blender is a free and open-source 3D creation suite for modeling, animation, rendering, compositing, visual effects, and video editing.
It is included selectively because 3D and animation workflows can support product visualization, explainers, and rich multimedia learning assets.
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ISO/IEC/IEEE 26514 - Information for Users
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ISO/IEC/IEEE 26514 is the primary recruiter-facing record for the software and systems information-for-users standards family.
This consolidated record preserves the portfolio value of the related 26511, 26512, 26513, and 26515 family topics: information-management planning, acquirer/supplier expectations, testing and review, agile documentation, lifecycle maintenance, and user-focused information design.
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IEC/IEEE 82079-1 - Information for Use
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IEC/IEEE 82079-1 defines principles and general requirements for information for use of products.
It guides instructions, safety information, terminology, usability, review, and legally relevant documentation for products and systems.
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IEEE 1063 - Software User Documentation
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IEEE 1063 is a superseded but still recognizable software user documentation standard. It is retained for historical documentation-governance context because it helps frame older software manual requirements while newer ISO/IEC/IEEE information-for-users standards carry the current standards lineage. Additional Resources:
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Section 508
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Section 508 is a U.S. federal accessibility requirement that affects how electronic information and documentation are authored, reviewed, and delivered.
- Relevant to technical writing because writers often prepare accessible procedures, PDFs, web content, and support documentation for public-sector or regulated audiences.
- It is retained as a limited accessibility-authoring exception and remains under Content Governance, Standards & Compliance.
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Web Content Accessibility Guidelines (WCAG)
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The Web Content Accessibility Guidelines (WCAG) are W3C accessibility guidelines for making web content more accessible to people with disabilities.
- Relevant to technical writing because web help, knowledge-base articles, embedded media alternatives, and developer documentation must often meet accessibility expectations.
- It is retained as a limited accessibility-authoring exception and remains under Content Governance, Standards & Compliance.
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WAI-ARIA
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WAI-ARIA is W3C guidance for making dynamic web content and custom interface components accessible.
It matters to documentation and UX content where roles, states, names, labels, and assistive-technology semantics must be explained or validated.
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PDF/UA - ISO 14289
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PDF/UA, ISO 14289, defines accessibility requirements for PDF documents and PDF-reading applications.
It affects tagged PDFs, reading order, headings, lists, tables, alternative text, form fields, metadata, and validation evidence for accessible documents.
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EN 301 549
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EN 301 549 is the European ICT accessibility standard for public-sector procurement and digital accessibility.
It affects web, software, documents, hardware, services, and accessibility conformance documentation for European public-sector contexts.
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Federal Plain Language Guidelines
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The Federal Plain Language Guidelines provide U.S. government guidance for clear public-facing writing.
They support content governance by shaping audience analysis, organization, wording, headings, active voice, and review expectations for understandable content.
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Plain Writing Act of 2010
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The Plain Writing Act of 2010 requires U.S. federal agencies to use clear government communication that the public can understand and use.
It reinforces plain-language governance for forms, notices, web content, instructions, and public-facing procedural documentation.
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ISO 9001 - Quality Management Systems
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ISO 9001 is the international quality management systems standard.
It affects documentation through controlled processes, documented information, evidence of conformity, corrective actions, approvals, revision control, and audit readiness.
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ISO 15489 - Records Management
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ISO 15489 is the international records-management standard family.
It guides retention, disposition, authenticity, reliability, usability, metadata, accountability, and records governance for enterprise documentation.
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Good Documentation Practices (GDP)
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Good Documentation Practices describe disciplined expectations for accurate, legible, attributable, complete, and controlled records.
GDP matters in regulated environments where procedures, batch records, approvals, audit trails, corrections, and evidence must be trustworthy.
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Document Control
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Document Control is the governance discipline for approving, distributing, revising, retiring, and preserving controlled documents.
It directly affects policies, SOPs, specifications, manuals, forms, version histories, review records, approval evidence, and audit trails.
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Configuration Management (CM)
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Configuration Management governs baselines, configuration items, controlled changes, release states, and traceability.
For documentation, configuration management keeps specifications, requirements, manuals, procedures, and system evidence synchronized with controlled product or system versions.
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Requirements Traceability
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Requirements Traceability links requirements to design, implementation, verification, validation, and evidence.
It affects traceability matrices, acceptance criteria, test plans, validation records, change impact analysis, and auditability of technical deliverables.
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Independent Verification & Validation (IV&V)
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Independent Verification & Validation (IV&V) is independent assessment of systems, requirements, processes, products, and deliverables.
It is not merely testing; verification and validation affects documentation quality, requirements traceability, risk identification, review evidence, and independent oversight.
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Governance, Risk & Compliance (GRC)
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Governance, Risk & Compliance (GRC) is the coordinated enterprise discipline for managing governance obligations, risk, controls, policies, and compliance evidence.
It affects technical writers through policy documentation, control narratives, procedures, accountability records, audit evidence, and compliance reporting.
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