Performance Support Integration Protocol · Step 5 — Design
PSIP™ v1.0
Tool 5 of 7 · Step 5 — Design
Purpose: Specify how practitioners will access each support tool at the moment of need. Target the highest feasible integration level. A tool that requires leaving the workflow to find will not be used at Apply or Solve moments.
Access Level Reference
Design principle: Always target the highest feasible integration level. Default to Level 4 or 5 only when technical constraints make higher integration impossible — not because it is easier to build.
1
Fully Embedded — Auto-surfaces in the practitioner's workflow tool
CS platform widget, CRM tooltip, in-app guide. Support appears when relevant without any navigation.
Highest utilization
2
Pinned / Persistent — One click from anywhere in the workflow
Pinned Slack channel message, browser bookmark bar, CS platform pinned tab, Teams tab.
High utilization
3
Contextual Link — Linked from the relevant record or workflow step
Linked from the account record in the CS platform when health score drops; triggered by specific workflow conditions.
Medium-high utilization
4
Searchable Knowledge Base — Findable through internal search
Notion, Confluence, internal wiki. Requires knowing the resource exists and using search to find it.
Medium utilization
5
Standalone Document Library — Requires navigation to a folder or document store