Support database

Owned by Eric Klein
Last updated: Jun 07, 2024
1 min read

Description:

A support database contains solutions to common issues, FAQs, and troubleshooting guides to help support teams quickly resolve customer queries. Centralizing this information ensures that all support agents have access to the same resources and that updates are applied uniformly.

Examples:

  • Common Issues: Detailed solutions for frequent problems like login issues or payment problems.

  • FAQs: Answers to commonly asked questions to reduce support workload.

  • Troubleshooting Guides: Step-by-step guides for diagnosing and fixing technical problems.

How-to Manual:

  1. Create Central Support Database:

    • Create a new Confluence page titled "Support Database."

    • Add detailed solutions to common issues, FAQs, and troubleshooting guides.

  2. Create Excerpts:

    • Highlight key solutions and guides (e.g., "Login Issues," "Payment Problems") and create excerpts using the "Multiexcerpt" macro.

  3. Categorize Excerpts:

    • Organize excerpts into categories such as "Login Issues," "Payment Problems," "Account Management," and "Technical Support."

  4. Embed Excerpts in Support Pages:

    • Create separate Confluence pages for different support teams or levels (e.g., Tier 1, Tier 2).

    • Use the "Multiexcerpt Include" macro to embed relevant excerpts from the "Support Database" into these pages.

  5. Automatic Updates:

    • Ensure that any updates to the central support database are automatically reflected in the embedded excerpts on the support pages, providing support teams with the most current solutions and guides.