Search for anything

Content Management Stage 1: Maintenance

Last Updated September 7, 2025
Share Article Copy link to clipboard

Get started: Download templates now

Take me to Download Templates & Tools, including an Effort Estimation Calculator.

Brief Overview

Content Management is the work needed to ensure all content on the website is relevant, accurate, current, valuable, and up to standard. A Content Management strategy reduces risk of users interacting with either outdated or broken content and optimizes the likelihood that they are having an optimal experience with both the application and WalkMe in-application guidance. 

For your DAP team resourcing strategy, a balance between content creation, maintenance & optimization is recommended.

Two stages of content management

Content breakage is not the only reason a user might have a non-optimal experience. A thorough content management strategy ensures you have processes in place for both content maintenance and content optimization. The difference is defined as follows:

  1. Content Maintenance: Is the content functioning as-expected?
  2. Content Optimization: Is the business objective this content was originally intended to address, still a priority for the organization? Is our solution strategy still working for our stakeholders? How are we integrating user feedback?

This article covers the first of these two stages: a strategy for Content Maintenance. 

Important Tools and Resources

WalkMe provides a variety of tools to reduce effort and streamline your maintenance tasks. Visit Important Tools and Resources at the end of this article to learn more.

3 Steps to Keep Content Functioning

What is platform release cycle maintenance and why is it important?

Platform release cycle maintenance is the corrective and adaptive process for QA and content maintenance as the platform updates. 

Though the publishing of WalkMe content is not required to align with application release cycles, your Product Teams should be aware of the development and release cycles of the underlying application. 

Salesforce, for example, has three seasonal releases per year. Knowing this information is critical for your Program Manager to adjust Project Lead and Builder resource capacity so they are available for maintenance tasks 2-4 weeks prior to the seasonal release. 

The following are three (3) proactive steps to take to ensure your content stays functioning when there are product releases:

Step 1: Create a relationship with your product owner(s)

Program Manager or Project Lead should identify a System Admin, IS, IT, or Product contact (depending on your WalkMe use-case) and address the following: 

  • What does your development and maintenance cycle currently look like on [platform]? 
  • How long does it take? 
  • What teams and roles are involved? 

In forging this relationship, the CoE team should always start by asking the stakeholders what their level of familiarity is with WalkMe and be prepared to give a short demonstration of the tool in action. See the WalkMe Champion Toolkit for helpful resources.

The CoE and Application team should also align on what level of WalkMe education and documentation the Application team needs to feel informed and comfortable. Some application teams may require a more high-level overview of how WalkMe works + a list of which pages it's on, others may want to take a deeper dive.

If any security questions arise, the CoE should assert authority in reassuring the Application team that due diligence has been completed with security and architecture reviews. If needed, the CoE may share WalkMe Security and Compliance or Architecture documentation found here.

Step 2: Schedule a cadence.

Program Manager or Project Lead should schedule a recurring cadence (e.g. 1x/quarterly) with 1-2 of these contacts depending on the typical development, maintenance and release cycle. A sample agenda for this meeting could be as-follows:

  • System Admin reviews areas in the application with expected changes
  • Digital Adoption Project Lead comes prepared understanding scope of WalkMe in the application and assess level of possible impact
  • Digital Adoption Project Lead scopes maintenance requirement and works with Program Manager to assign Builder resources to the maintenance tasks 

Step 3: Create a maintenance flow embedded in existing process.

Align with your Product, PMO, and/or Change Management teams to understand how content cycles are managed at your company outside of digital adoption. The following are examples of how existing process at your company can be adopted and tailored for digital adoption needs - 

  • ServiceNow or JIRA ticketing system used to incorporate WalkMe project requests (For both new content and content maintenance)
  • Story points to estimate effort of a maintenance task used to estimate level of effort for WalkMe content creation
  • Notes from agile sprint ceremonies to help with alignment between Digital Adoption Team and Product Owners
  • Monday.com Kanban boards to add prioritization and visualization to ongoing content management

Estimate Content Maintenance Efforts

See the Download Tools & Templates section of this article to download the Effort Estimation Calculator.

Upskill Your Builders in Quality Assurance

A strong content maintenance strategy assumes your Builders have Quality Assurance & Troubleshooting skills. Require Builder review & completion of the following:

Digital Adoption Institute (DAI) Course: Quality Assurance Level 1

Learn more with the Quality Assurance Curriculum.

Includes Quality Assurance 101, Quality Assurance for Specific Apps, Issues with WalkMe Apps, and Troubleshooting 101.

NEW curriculum updates coming October 2024. 

Tip Tuesdays: How to QA each WalkMe application

Share the following Tip Tuesday microlearnings with your Builders:

Help Center articles: Maintenance best practices

Share the following Help Center articles with your Builders:

In-Product Tools & Resources

Reduce the level of effort needed with the following maintenance and optimization tools within the WalkMe Product: 

WalkMe Shield

Learn more here.

How to Access: 

  • Feature can be enabled by CSM or WalkMe contact upon request
  • See supporting links for supported systems and known limitations

How to Use:

  • Streamlined testing
  • Automate manual testing efforts

Insights Deployable Report

Learn more here (and about other reports available to you). Use this report to plug into the Maintenance Calculator (Champion Tookit).

How to Access:

How to Use:

  • Share this with your IS/Product teams to ensure they're in alignment with what changes may impact your content
  • Shows the deployable type & status of the item

WalkMe Insights Error Report

Learn more here (and about other reports available to you).

How to Access:

How to Use: 

  • Share this with your IS/Product teams to ensure they're in alignment with what changes may impact your content
  • Shows the deployable type, name and status of the item

Activity Board

Learn more here.

How to Access: console.walkme.com/activity-board

How to Use:

  • Overview of account status (number of systems, number of items in production, number of team members)
  • Identify what's working and what's not, and leverage learnings to optimize content

Advanced Search

Learn more with this Tip Tuesday video

How to Access: In the WalkMe Editor

How to Use: “Find and Replace” to locate content dependencies and complete bulk updates easily

Download Templates & Tools

Effort Estimation Calculator

Paste in your Deployable Report from WalkMe Insights to get a conservative estimate of maintenance time. Use for resource planning - i.e. If I had to quarterly revisit the top 20% of my content, does my team have the bandwidth?

Download here.

Content Maintenance Standard Operating Procedure (SOP) Templates

Two SOP templates for Platform Release Cycle Maintenance (Proactive) and Issue Maintenance (Reactive).

Download here.

How to Operationalize

Example Content Maintenance Calendar

Here's an example of how you can operationalize Builder responsibilities - 3 things Builders can do on a Weekly, Monthly, and Quarterly basis.

Weekly
  1. Run the Insights Error Report 
  2. Run WalkMe Shield.

Monthly

  1. Speak to your Product Owner about upcoming Release Cycle.
  2. Run your Insights Deployable Report. Analyze current engagement and where you might be able to adjust.
  3. Use the WalkMe Assistant.

Quarterly

  1. Review Insights.
  2. Run the Maintenance Calculator.
    1. Visit the Champion Toolkit --> Content Maintenance Strategy section to download a simple Effort Estimation Calculator based off the Engagement by Deployable Report.
  3. Review the Activity Board.

Checklist for Success

Maintenance Checklist for Success

The following steps will ensure your Content Function remains optimized.

Step 1

☐ Establish relationship with a Single Point of Contact per application (Application Admin or Product Owner) and set up a cadence

    ☐ Understand scope of changes and timeline

    ☐ Provide the team with documentation on what content is live on your platform using Insights Deployables report 

    ☐ Know how this influences your WalkMe development cycle (i.e. what new content do you need to build? What existing content do you need to adjust? What goes into the backlog?)

☐ Familiarize yourself with in-product and DAP Blueprint tools available to you (see list above) 

Step 2

☐ Include WalkMe in predefined manual Quality Control (QC) or User Acceptance Testing (UAT) scripts

☐ (If operating in Agile) Establish the % of each sprint set aside for Content Maintenance

Step 3

☐ Embed in a currently used Ticketing or Tracking System (e.g. JIRA, ServiceNow)

☐ For Issue handling: Create (or embed in a currently used) prioritization framework for severity of breakage

☐ Set up a notification strategy - How will your Digital Adoption Team be notified of a content issue they need to react to?

Was this article helpful?

Yes No
Yes
No
Thanks for your feedback!

Related Articles

Be part of something bigger.

Engage with peers, ask questions, share ideas

Ask the Community
×
×