Writing an MFA guide help desk staff actually use

I wrote the CUNY Login MFA Tool Training Guide for the help desk staff at Guttman. It covers the three things that come up most, which are account lookups, factor resets, and lockouts.

Write for the person at the counter

The reader has a student in front of them and a line behind them. The guide follows the order they will actually work in, not the order the admin tool lays things out.

One task per section

Each section answers one question, like how to reset a factor. People jump straight to what they need instead of reading from the top.

Say when to escalate

A good guide also tells you when to stop and hand the ticket up. That saves more time than any shortcut.