Knowledge
Capturing and reusing what a support team learns.
Questions
- How do you keep a support knowledge base up to date?Give every article an owner and a review date, write new articles from real tickets, and trigger reviews when the product changes.
- How do you capture tribal knowledge on a support team?Capture it where it's already written: resolved tickets, internal notes, and Slack threads.
- How do you turn support tickets into product feedback?Tag tickets consistently by theme and product area, attach the accounts and revenue affected, and send product a ranked summary on a regular cadence.
Terms
- Internal NoteA private comment on a ticket, visible to the team but not the customer.
- Knowledge BaseA library of help articles customers and agents use to answer questions.
- RunbookStep-by-step instructions for handling a known situation.
- Tribal KnowledgeKnow-how that lives in people's heads instead of in any document.
- Voice of the Customer (VoC)Systematically collecting what customers say, need, and complain about, and routing it to product.