# Customer support knowledge template

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.

Project: __________  Owner: __________  Date: __________

## Working copy

### Customer question
A typical question, plus common variations.

Your notes: _________________________________

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

Your notes: _________________________________

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

Your notes: _________________________________

### Exceptions and unknowns
What is outside the answer; do not guess unpublished policies.

Your notes: _________________________________

### Human handoff
Team, destination and details needed to take over.

Your notes: _________________________________

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

Your notes: _________________________________

## 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

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.

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