Types of SaaS Product Documentation

SaaS documentation is usually essential in guiding users through the software. Proper documentation can make all the difference between a happy customer and an unhappy one. When meeting user requirements, SaaS documentation tends to fall into different categories. The main types of SaaS product documentation and their uses are shown below.

1. User Documentation

What It Is:

User documentation is created for the SaaS product’s end users. It gives clear instructions on how to use the software, its features, and how to accomplish certain tasks in the application. This type of documentation usually takes different formats, including online help, user guides, and FAQs.

Purpose:

User documentation helps customers understand the product and how to use it best. It usually comprises the following:

• Getting Started Guides: These are easy-to-follow steps that help users install and get started with the software.
• How-to Guides: A step-by-step guide on performing a particular task or using a specific feature.
• Troubleshooting Guides: Solutions to common issues that users may encounter.

Example:

A user guide to a SaaS project management system should include instructions on how to create a new project, assign tasks, and track progress.

2. API Documentation

What It Is:

API (Application Programming Interface) documentation is for developers who want to integrate the SaaS product with other systems or applications. It explains how the SaaS product’s API works, including endpoints, methods, and how to send requests or handle responses.

Purpose:

API documentation enables users, most often developers, to interact with the software programmatically. The technical details it contains include:

• Authentication: The way of authenticating and connecting to the API.
• Endpoints: Descriptions of the API URLs that give access to the different parts of the software.
• Parameters: Details regarding what can be sent and received.
• Example Code: These are example code snippets for the API calls, which help teach developers how to work with an API.

Example:

API documentation of a SaaS-based system like a payment gateway may provide ways to initiate a payment request, check the transaction status, or retrieve the history of transactions.

3. Developer Documentation

What It Is:

While API documentation refers to how one integrates with the software, developer documentation is about helping other developers understand the software on a deeper, technical level. This may include details on the product’s architecture, source code, or system requirements.

Purpose:

Developer documentation enables developers to understand how the software works internally, how to extend it, and how to troubleshoot more complex problems.

• System Architecture: This describes in detail the high-level structure of the SaaS product and how various components communicate.
• Code Examples: This contains sample code to be used for the extension or customization of the SaaS product.
• Frameworks and Tools: Describes the framework, tools, and libraries used in the product.

Example:

A SaaS platform, such as a content management system (CMS), might have developer documentation showing how to customize themes, add new plugins, or extend the system with custom code.

4. Administration Documentation

What It Is:

Administration documentation targets system administrators or internal users who set up, configure, and manage the SaaS product. This documentation will describe configuration options, user management, and maintenance tasks.

Purpose:

The purpose is to equip administrators with the necessary tools and information to administer the system effectively. This type of documentation may include:

• Account Setup: Instructions on how to set up a new account or organization.
• User Permissions: Outlines how to set up roles, permissions, and access control.
• System Maintenance: Describes routine activities performed on a system, such as system backups, software updates, and performance monitoring.

Example:

For a SaaS product used by multiple members within the team, an admin guide would describe how to create new users, assign them roles, and set all configurations of this product in the best way for the company.

5. Knowledge Base

What It Is:

A knowledge base is an article, tutorial, and resource repository that enables users to help themselves. It’s where customers can find solutions for common issues, locate guides, and get answers without contacting support.

Purpose:

A knowledge base is supposed to provide fast and easy access to solutions and helpful information. It usually consists of the following features:

• FAQ (Frequently Asked Questions): A list of commonly asked questions and their answers.
• Troubleshooting Articles: Solutions to common issues your users might encounter.
• How-to Articles: Step-by-step instructions on how to complete everyday tasks.

Example:

A knowledge base for a SaaS email marketing tool could contain articles on how to set up email campaigns, design email templates, or troubleshoot deliverability issues.

6. Release Notes

What It Is:

Release notes are documents describing new features, improvements, and bug fixes in every version of the SaaS product. They are updated each time the software is updated, or new features are added.

Purpose:

The release notes will show the users what is new in the product, what has been improved, and what has been fixed. This will enable users to understand the changes made in the product and keep updated with recent updates.

• New Features: What’s new in this version?
• Improvements: Any improvements to existing features.
• Bug Fixes: A list of fixed bugs or problems.
• Known Issues: Information on any remaining issues or bugs in the current version.

Example:

Release notes for a video conferencing tool might describe new features such as screen sharing, an improved user interface, and bug fixes for audio issues.

7. Onboarding Documentation

What It Is:

Onboarding documentation will help new users get started with the SaaS product. It is simple and structured to familiarize users with the product in the shortest time possible.

Purpose:

The onboarding documentation helps users learn to navigate the product, understand its basic features, and set up their accounts.

• Step-by-Step Setup Guides: Guides walk the user through the basic setup process.
• Video Tutorials: These videos show users how to complete everyday tasks.
• Interactive Walkthroughs: Guided tours within the product that help users understand key features.

Example:

The onboarding guide for a CRM SaaS tool would include adding contacts, tracking sales, and setting up automated workflows.

8. Internal Documentation

What It Is:

Internal documentation is prepared for internal teams of a SaaS company, such as developers, product managers, and support agents. This type of documentation illustrates the inner workings of the software, how to maintain it, how to fix bugs, and how to add new features.

Purpose:

The primary purpose of this documentation is to ensure smooth development, deployment, and maintenance of the software. The activities included in this process are as follows:

• Codebase Documentation: Describes the structure and flow of the code.
• lTesting Instructions: Outlines how to test new features or updates.
• Bug Tracking: Lists known bugs, how to reproduce them, and workarounds

Example

The internal documentation for a SaaS engineering team would detail how to deploy new code, run automated tests, or track and fix bugs.

Conclusion

In the world of SaaS, different types of documentation serve various purposes, from helping end users understand how to use the software to assisting in integrations developed by developers. All these types of documentation have a place in smoothing the way to a good experience for both customers and internal teams. Better user experiences, fewer support requests, and higher customer satisfaction are possible with clear, helpful, and thorough documentation by a SaaS company.