Canonical: https://1968labs.com/resources/customer-support-knowledge-template

> Prepare approved answers for a support assistant: source, scope, exceptions, review owner and human handoff. Free printable and editable template.

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Free template · AI assistants

# Customer support knowledge template

Prepare approved answers for a support assistant: source, scope, exceptions, review owner and human handoff. Free printable and editable template.

6 field groups Filled example Practical instructions

Your free working copy

## Get the template.

Print the worksheet, or copy the editable version into your document editor.

[Download printable PDF](https://1968labs.com/worksheets/customer-support-knowledge-template.pdf)

[Editable text version](https://1968labs.com/worksheets/customer-support-knowledge-template.md)

Free to use. No email address required.

[![Preview of the printable customer support knowledge template](https://1968labs.com/assets/worksheet-customer-support-knowledge-template.png)](https://1968labs.com/worksheets/customer-support-knowledge-template.pdf)

Printable worksheet [Open the full PDF](https://1968labs.com/worksheets/customer-support-knowledge-template.pdf)

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**Exceptions and unknowns**: What is outside the answer; do not guess unpublished policies.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](https://1968labs.com/blog/ai-assistant-pilot-test-plan)

## A useful next step.

[Customer support assistants](https://1968labs.com/services/customer-support-assistants) [AI assistant pilot test worksheet](https://1968labs.com/resources/ai-assistant-test-worksheet)

Work with us

## Want help putting this into practice?

Tell us what you’re trying to improve.

We’ll reply within 24 hours.

[Services and starting prices](https://1968labs.com/services)

Form fields: Your name; Your email; Phone number; Your question. [Use the form on the website.](https://1968labs.com/resources/customer-support-knowledge-template)