تجاوز إلى المحتوى
جرّب المرجع الدورة المحفوظات
العربية
← كل playbooks دعم العملاء

playbook

Build a help center from the questions you actually get

Turn your most-repeated questions into short, friendly, plain-language articles with numbered steps and a "still stuck?" line — so you answer the cause once instead of the symptom forever.

متوسّط ~40 min

متى تلجأ إلى هذا

Some questions never stop coming — how to reset a password, where to find an invoice, how to change a plan — and a canned reply only answers the next one customer. A help center answers the cause: a searchable article means the question gets solved before it ever becomes a ticket. The trap is writing help articles from what you assume people are confused about; the fix is building them from the tickets you actually get, in plain language, with numbered steps and a "still stuck?" line — so the article deflects the question instead of generating an angrier follow-up.

جهّز هذا أولًا

  • The real questions, sourced from tickets — a tickets.csv export, or the top clusters from the *Find what the queue is really about* playbook. Scrub names and emails first.
  • The actual steps for each task, however rough — the real button names and screen labels a customer sees, so the article matches reality, not a guess.
  • Your voice and reading level: friendly, plain, written for someone frustrated and in a hurry — not a spec.

الـ workflow

  1. Pick the articles that will deflect the most tickets

    Write articles in volume order, not in the order they come to mind. The point of a help center is deflection, so you start with the questions that flood the queue.

    أنت تطلب 
    Here are our top question clusters with counts. Rank them by how well a good help article could DEFLECT the ticket — high volume plus a clear self-serve answer ranks highest; 'my package is lost' ranks low because it needs a human. Give me the top 8 to write first and one sentence on why each.

    ما تحصل عليه A ranked shortlist — "reset password (deflectable, 47/wk), find your invoice (deflectable, 31/wk)" — with the human-only ones flagged as poor article candidates, so you spend effort where it pays back.

    Not every frequent question should be an article — the ones that genuinely need a human shouldn't be self-serve, and saying so up front is the difference between a help center and a wall.

  2. Draft one article in the right shape

    Lock the format on a single article — short intro, numbered steps, a 'still stuck?' line — before generating eight, so the whole set is consistent and skimmable.

    أنت تطلب 
    Write the 'reset your password' article in our voice: a one-line intro telling the reader they're in the right place, numbered steps using our real button names (I'll give them to you — Sign in, Forgot password, Check your email), and a 'Still stuck?' line at the end pointing to how to reach us. Plain language, written for someone in a hurry. Under 150 words.

    ما تحصل عليه A short, friendly article — one-line intro, clean numbered steps in real button names, and a warm "Still stuck? Reply here and we'll sort it" closer — skimmable in fifteen seconds.

  3. Batch the rest against that template

    Generate the remaining articles to the same structure in one pass, so they read as one help center instead of eight different authors.

    أنت تطلب 
    Using that exact structure — short intro, numbered steps in real button names, a 'Still stuck?' closer — draft the other 7 articles from the shortlist. Where you don't know the real steps, leave a [confirm the steps] marker instead of inventing the flow. Keep each under 150 words and the reading level simple.

    ما تحصل عليه Seven more articles in the same skimmable shape, with [confirm the steps] markers wherever Claude doesn't actually know your product's flow — so you fill those in rather than ship a made-up sequence.

  4. Add titles, search terms, and a 'still stuck' fallback

    Make each article findable and give the customer a graceful exit when the article doesn't cover their case. Findability and a real fallback are what turn articles into deflection.

    أنت تطلب 
    For all 8 articles, give me a plain search-friendly title and 4 alternate phrasings a customer might type ('can't log in,' 'forgot password,' 'reset link not working'). Then write one short 'still stuck?' fallback block we can reuse at the bottom of every article, pointing to how to reach a human.

    ما تحصل عليه Search-friendly titles plus the real phrases customers actually type, and one reusable "still stuck?" block — so people find the article and have a clear way out when it's not enough.

اجعله ملكك

  • **Source it from the data, not memory:** run the *Find what the queue is really about* playbook first and write articles for the top clusters by volume, so the help center maps to real demand.
  • **Bridge to canned replies:** for questions a human still has to handle, point the "still stuck?" line at a macro from the *Build a canned-response library you'll actually reuse* playbook, so the handoff is warm and fast.
  • **Keep it fresh on a schedule:** set a /help-audit custom command or a scheduled agent (see the Playbook's *Features* tab) to re-check your top articles against last month's tickets and flag the stale ones.

انتبه إلى

  • Never let Claude invent a click-path — wherever it doesn't know your product's real steps it should leave a [confirm the steps] marker, because one wrong instruction in a help article generates the exact ticket it was meant to prevent.
  • Scrub names, emails, and account numbers from any ticket export before using it as source material — you want the question patterns, not the customers' personal details.
  • Claude drafts the articles; a human owns publishing them. Click through every numbered step in the real product before it goes live, and keep the 'still stuck?' exit honest so a confused reader always has a human to reach.

ستحصل في النهاية على A starter set of short, friendly, search-findable help articles built from your real tickets — each answering the cause once, with a 'still stuck?' line so no one hits a dead end.