Customer support automation brief

Support channels and helpdesk:
Common issue categories:
Approved knowledge sources and owners:
Automatic-answer categories:
Draft-review categories:
Human-only decisions:
Identity-check process:
Escalation owner:
Reminder timing and stop condition:
Resolution definition:
Test cases and expected routes:

From Automations For Business
https://automationsforbusiness.com/blog/automate-customer-support