SUPPORT KNOWLEDGE PILOT WORKSHEET
Purpose: improve a specific answer/routing workflow while tracking quality.
Use an authorized, representative sample with appropriate access controls.
Fictional values below illustrate arithmetic, not promised performance.

Question category / customer task:
Pilot dates / channels / eligible cases / exclusions:
Knowledge owner / support lead:
Article ID / version / review date:
Approved answer boundary / escalation route:
Missing-answer or ambiguous-case capture method:
Quality rubric (accuracy, completeness, appropriate next action):
Reviewer / disagreement resolution:
Repeat-contact window and customer/case matching rule:
Handling-time start/stop definitions and units:
Changes in case mix, staffing, demand or process:

Illustrative calculations; the three samples are separate:
Quality: 36 passing replies / 40 reviewed replies = 90%.
Repeat contact: 6 repeat contacts / 30 eligible cases followed for seven days = 20%.
Mean handling time: 300 total minutes / 30 timed cases = 10 minutes per case.
Keep denominators and observation windows; do not assume the 30 cases are the
same records as the 40 replies or that these values establish causation.

Reusable answer template:
Issue/symptom and customer context:
Applicable environment and conditions:
Approved resolution steps / expected result:
Exceptions / escalation team / evidence needed:
Article ID / revision / owner / review trigger:

Knowledge-gap log (one entry per observed gap):
Case reference without unnecessary personal detail:
Search words used / article found / missing or ambiguous information:
Affected article ID and revision:
Suggested correction / accountable owner:
Decision / resolution evidence / retest date:

Pilot steps:
[ ] Select one common task and review current case questions.
[ ] Draft a searchable article using customer language.
[ ] Verify facts, exception boundaries and escalation route.
[ ] Let agents reuse it and record gaps during work.
[ ] Review answer quality and unresolved questions.
[ ] Compare like-for-like periods with case-mix notes.
[ ] Repair content/routing and repeat a bounded test.
[ ] Assign maintenance owner and change triggers.
Decision / evidence / unresolved issue / next review:

Source guide: https://yenra.com/contact-center-agent-productivity/
Prepared October 4, 2026.