Customer Support · Self-service and knowledge · Component
The content
What exists, driven by the questions actually asked rather than by what someone thought should be documented.
The deliverable
What it is
The support queue is the content plan. What people ask, ranked by frequency, is the correct order to write in and is rarely used as one.
The best source is the answers support agents already write. Capturing them once turns a repeated answer into an article at almost no cost.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The coverage
Which questions are covered and which are not.
3 attributes: Top questions covered · Highest uncovered · Low-value articles
LearnThe currency
Whether the content is still correct.
3 attributes: Last reviewed · Owner · Still accurate
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The support queue is the content plan. Write in order of how often the question is actually asked.
The other components in self-service and knowledge
The findability
Whether the answer can be reached faster than asking a person — because that is the only comparison the customer is making.
LearnThe deflection
Whether reading it actually avoids a contact — because a visit followed by a contact is a failed article counted as a success.
Learn