Answer "how do I" once. Send a link instead of scheduling another screen-share, and stop retyping the same numbered list into every ticket.
A single capture gives you a video for the ticket, a written guide for the help center, and an export for the internal knowledge base. Because they came from one session they cannot drift, and fixing the flow later fixes all three.
Support answers get recorded inside real accounts, so redaction matters more here than almost anywhere.
When the flow changes, the wrong answer is worse than no answer. Making a guide private clears its token and the URL 404s on the next request, so a link that got pasted into fifty tickets stops resolving immediately. Re-publishing mints a new token, so the old one stays dead.
No. A published guide opens at a public link that anyone can read, and they can watch the companion video on the same page. They cannot edit, comment, or see anything else in your workspace.
Make it private and the link 404s on the next request, with no grace period. Re-record the flow and publish again; it gets a completely new token, so the stale link stays dead permanently.