Customer support knowledge template

Inside the template

A working document,
ready to adapt.

Create one record for each answer your team is willing to stand behind. Include where it came from and when the assistant must stop and involve a person.

What each field means

Customer question

A typical question, plus common variations.

Approved answer

The precise answer the business has approved for the stated situation.

Source and scope

Source document, revision and the products or customers it applies to.

Exceptions and unknowns

What is outside the answer; do not guess unpublished policies.

Human handoff

Team, destination and details needed to take over.

Review and test

Owner, review date and test result; record changes before release.

Filled example

Customer question

Can I change the delivery address after ordering?

Approved answer

For orders not yet dispatched, the support team can check whether an address change is possible.

Source and scope

Demonstration delivery policy v1; domestic orders only

Exceptions and unknowns

Do not promise a change after dispatch or an exact arrival time

Human handoff

Support team; order reference and requested location; use approved secure channel for personal details

Review and test

Support lead; review before release; test pending — no result claimed

How to use this worksheet

1. Begin with questions the team repeatedly answers.
2. Have the responsible owner approve the answer and its source.
3. Write the exception and handoff at the same time as the normal answer.
4. Test an ordinary question, an exception and a missing-source question before release.

The filled record uses a fictional policy. Replace it with approved business information; this worksheet is not evidence that an assistant has passed testing.

Read the practical guide ↗