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Task-shaped procedures. Each work instruction answers one question: "I need to do X — what exactly do I click, what counts as done, and what do I do when it goes wrong?"
They complement the reference pages in the main guide. Reference pages explain what a thing is; work instructions tell you how to do the job.
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Every work instruction follows the same shape, so you can skim to the part you need:
| Section | What it gives you |
|---|---|
| When to use this | The trigger — the situation that sends you to this page |
| Before you start | Prerequisites. If these aren't true, the procedure will fail partway through |
| Steps | Numbered, click-by-click, with screenshots |
| Done when | The observable signal that you actually finished — not just "it didn't error" |
| Guidelines | Judgment calls, conventions, and the things people get wrong |
| FAQ | Real questions, answered against how the app actually behaves |
| If something goes wrong | The exact error text you'll see, and what to do about it |
| I need to… | Work instruction |
|---|---|
| Create an account and get my business into the system | WI-1 · Create your account |
| Get through first-time setup so the app unlocks | WI-2 · Complete the setup wizard |
| Add a state I'm registered in / fix a "Not Registered" tile | WI-3 · Register a jurisdiction |
| Add the vendors I buy from | WI-4 · Add and maintain vendors |
| Send one vendor one certificate | WI-5 · Issue a single certificate |
| Send many vendors many certificates at once | WI-6 · Run a bulk download |
| Change what prints on the certificate, or who signs it | WI-7 · Company details & signer |
| Invite a coworker, change my password, turn on 2FA, manage billing | WI-8 · Account, team, security, billing |
| Work with more than one business | WI-9 · More than one business |
| Figure out why something is blocked or greyed out | WI-10 · Troubleshooting matrix |
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code style so you can match them character-for-character.
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Where the app surprises you. Where the app's behavior differs from what you'd reasonably expect, that difference is called out explicitly rather than smoothed over — those are usually the places support tickets come from.
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WI-1 · Create your account and add your business
WI-2 · Complete the setup wizard
WI-3 · Register a jurisdiction
WI-4 · Add and maintain vendors
WI-5 · Issue a single certificate
WI-7 · Keep company details and your signer current