Product Feature Support Troubleshooting

Use this template to document troubleshooting guidelines for your product and ensure that your customer-facing teams can help the customer solve the issue at hand.

Crafted by
Brooke Wayne
Program Lead - Communications
at
Guru
Freshbooks
Add Card to Guru

Brooke Wayne
Program Lead - Communications
at
Freshbooks
Guru

How to use this Card template

When a product doesn’t work as it’s supposed to, it can be awfully frustrating for a customer. But what if you can’t help that customer because you’re not sure how to troubleshoot the issue?

Don’t get caught in that situation. Use this template to document troubleshooting guidelines for your product and ensure that your customer-facing teams can help the customer solve the issue at hand. Keep your customers happy and your team confident with up-to-date information.

How this template can help your team:

  • Customer Support & Success: Agents will know exactly how to answer questions about this feature, and troubleshoot common challenges your customers may hit.
  • Sales: Reps can confidently explain the feature and its key benefits to prospective customers, and be ready to field any questions that may come up.
  • Marketing: Marketers can understand how to best position a feature through various channels, depending on your business, like your website, social media, campaigns, and more.
  • Product & Engineering: You’ll now have a source of truth that everyone across your product and engineering teams can reference any time, to know exactly how the feature is designed to work.

Product Feature Support Troubleshooting

Use this template to document troubleshooting guidelines for your product and ensure that your customer-facing teams can help the customer solve the issue at hand.

Crafted by
Brooke Wayne
Program Lead - Communications
at
Freshbooks
Guru
Add Card to Guru
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What's a Card?
A Card is a bite-sized piece of information to help answer your team's questions.
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