Support Customer Research
Conduct multi-source research to answer customer questions, investigate account contexts, and build comprehensive understanding of customer situations. Prioritize authoritative sources, synthesize across inputs, and clearly communicate confidence levels.
Research Methodology
- Understand the Question: Is it factual, contextual, or exploratory? Who is the audience?
- Plan Search Strategy: Map question to source types (Docs, CRM, Slack, Web).
- Execute Searches: Search sources in priority order. Cross-reference findings.
- Synthesize: Combine findings, check for contradictions.
- Present: Cite sources and note confidence level.
Source Prioritization
| Tier |
Sources |
Confidence |
| 1. Official Internal |
Product docs, Knowledge base, Policies, Roadmap |
High |
| 2. Org Context |
CRM records, Support tickets, Internal docs, Meeting notes |
Medium-High |
| 3. Team Comms |
Chat history, Email threads, Calendar notes |
Medium |
| 4. External |
Web search, Forums, 3rd-party docs, News |
Low-Medium |
| 5. Inferred |
Similar situations, Analogous customers, Best practices |
Low |
Answer Synthesis
Always assign and communicate a confidence level:
- High Confidence: Confirmed by official docs or multiple sources. Current info.
- Medium Confidence: Based on team chat, older tickets, or single unverified source.
- Low Confidence: Inferred, based on external info, or conflicting data.
Output Format
## Answer Summary
[Direct answer to the question]
## Details & Evidence
- [Key point 1] (Source: [Link/Ref])
- [Key point 2] (Source: [Link/Ref])
## Context/Background
[Additional relevant information found]
## Confidence: [High/Medium/Low]
[Explanation of confidence level and any caveats]
1---2name: support-customer-research3description: Research customer questions by searching across documentation, knowledge bases, and connected sources. Synthesize a confidence-scored answer.4---56# Support Customer Research78Conduct multi-source research to answer customer questions, investigate account contexts, and build comprehensive understanding of customer situations. Prioritize authoritative sources, synthesize across inputs, and clearly communicate confidence levels.910## Research Methodology11121. **Understand the Question**: Is it factual, contextual, or exploratory? Who is the audience?132. **Plan Search Strategy**: Map question to source types (Docs, CRM, Slack, Web).143. **Execute Searches**: Search sources in priority order. Cross-reference findings.154. **Synthesize**: Combine findings, check for contradictions.165. **Present**: Cite sources and note confidence level.1718## Source Prioritization1920| Tier | Sources | Confidence |21| ------------------------ | ---------------------------------------------------------- | --------------- |22| **1. Official Internal** | Product docs, Knowledge base, Policies, Roadmap | **High** |23| **2. Org Context** | CRM records, Support tickets, Internal docs, Meeting notes | **Medium-High** |24| **3. Team Comms** | Chat history, Email threads, Calendar notes | **Medium** |25| **4. External** | Web search, Forums, 3rd-party docs, News | **Low-Medium** |26| **5. Inferred** | Similar situations, Analogous customers, Best practices | **Low** |2728## Answer Synthesis2930Always assign and communicate a confidence level:3132- **High Confidence**: Confirmed by official docs or multiple sources. Current info.33- **Medium Confidence**: Based on team chat, older tickets, or single unverified source.34- **Low Confidence**: Inferred, based on external info, or conflicting data.3536## Output Format3738```markdown39## Answer Summary4041[Direct answer to the question]4243## Details & Evidence4445- [Key point 1] (Source: [Link/Ref])46- [Key point 2] (Source: [Link/Ref])4748## Context/Background4950[Additional relevant information found]5152## Confidence: [High/Medium/Low]5354[Explanation of confidence level and any caveats]55```
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