FAQ content brief

Purpose

Turn recurring customer questions into a structured FAQ plan with audience intent, concise answer requirements, evidence, links, and escalation rules.

Scope

The skill covers question mining, deduplication, grouping, answer briefs, source mapping, search wording, and unresolved questions.

Excluded: inventing product behavior, publishing answers, and replacing support or legal review.

Data basis

• Support conversations, customer questions and product documentation in scope.
• Audience, brand and search context supplied as inputs or in scope.

Result

An FAQ content brief and question-answer planning sheet.

Quality criteria

• Every question has a source-backed answer requirement or escalation status.
• Duplicates and related questions are grouped visibly.
• The proposed answer scope is clear and not misleading.
• Each finding cites a document, section, ticket or row.

Instructions

Use customer wording for discovery but rewrite questions for clarity. Prefer one answer per question and link to authoritative detail. Mark version-sensitive behavior and legal or safety questions for specialist review. Never infer a product capability from a request alone.

Adapt before use

• Add current product documentation and support policy.
• Define audience, tone, answer length and escalation rules.
• Add approved terminology and disclosure requirements.
• Keep source facts, analysis, recommendations, and unresolved questions visibly separate.
• Preserve stable document, section, page, sentence, URL, or row identifiers in every finding.
• Record assumptions about audience, channel, period, approval status, and data coverage.
• Treat missing guidance as an adaptation gap rather than inventing a company rule.
• Prefer a precise, bounded recommendation over a broad generic rewrite.
• Use supplied terminology consistently across the document, sheet, and any derivative copy.
• Do not infer performance, customer behavior, product capability, or market response from wording alone.
• Make every unresolved issue actionable by naming the missing decision, evidence, owner, or source.
• Keep factual claims traceable even when the final copy is concise.
• Recheck that counts, names, dates, and identifiers match across all outputs.
• Mark hypotheses as hypotheses and preserve competing explanations when evidence is mixed.
• Use the stated acceptance criteria as the final completeness check.