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Customer Support Process :email:, Email :envelope_with_arrow:, Tweet …

- - - - yes
        
        Does a relevant Knowledge Base article exist?
        
        no
        
        Write one, or update existing article
        
        yes
        
        Link to Knowledge Base article :checkered_flag:
      - no
        
        respond directly :checkered_flag:
  - - - yes
        
        Provide specific answer based on account information :checkered_flag:
      - no
        
        Ask customer to reply from account email address, provide generally applicable advice if appropriate. :checkered_flag:

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Customer Support Process ✉

e.g. how to do X

Email 📩

Tweet 📩

Facebook 📩

Is the query account-related?

no

Is the query generally applicable

yes

yes

Is the customer writing from their log-in email address?

Does a relevant Knowledge Base article exist?

yes

Provide specific answer based on account information 🏁

no

Ask customer to reply from account email address, provide generally applicable advice if appropriate. 🏁

e.g. billing

e.g. how to do X

no

yes

no

respond directly 🏁

Link to Knowledge Base article 🏁

Write one, or update existing article