# Support FAQ starter

Free worksheet from Atumara Group. Prepare and review fifteen questions about one help topic. This kit includes one fictional example and fifteen empty working rows. It does not include a completed knowledge audit, corrected articles or tests against a live support agent.

## Scope and setup

Choose one ordinary product or service topic and up to ten public or explicitly approved help articles. If you use existing answers, begin with no more than ten sanitized answers supplied by the content owner. Use only a system you own or are expressly authorized to test. Do not include customer records, credentials or clinical, legal, financial or other consequential advice topics.

Import support-faq-review.csv as comma-separated UTF-8 text in a spreadsheet app. Keep Question ID as text. Keep the fictional example separate or remove it from real findings. Fill Q01-Q15. The CSV contains no formulas, automated tests or live connections.

## Write useful questions

Use the following prompts to create your own fifteen questions. Adapt wording to the chosen topic; these are coverage ideas, not established product policies.

1. What does the feature or service do?
2. Who is eligible to use it?
3. What must the user prepare first?
4. How does the user start?
5. Where does the user find the relevant setting or page?
6. What is included in the stated scope?
7. What is excluded or unsupported?
8. What happens at a stated limit?
9. What timing does the source actually promise?
10. What cost is documented, including qualifications?
11. What should the user do after a common error?
12. What happens when two source pages disagree?
13. What should the answer say when a needed fact is missing?
14. When and how should the issue go to the owner or support team?
15. What should the answer do if the user requests an unsupported guarantee or exception?

## Review each answer

1. Before testing, write Expected answer meaning from the agreed sources. It should describe required meaning, not demand exact wording. Record the URL or approved filename plus section and version/date. Use YYYY-MM-DD for actual dates.
2. For a missing policy, the expected answer should acknowledge uncertainty and refer to the appropriate owner. Do not supply a guessed refund, eligibility, delivery or security policy.
3. Record the actual answer and actual test date only after a test or an authorized supplied-answer review. Leave them blank for unrun cases. Use Assessment: Supported, Contradicted, Not established or Not tested. Use Supported only when required meaning is present and all material claims have support; describe omissions or uncertainty explicitly.
4. Identify the precise missing or contradicted fact and a proposed correction. Suggested severity: High for invented commitments or unsafe data requests; Medium for a material scope or instruction error; Low for clarity alone. Agree these meanings with the content owner before comparing findings. Leave severity blank for cases without an issue or without a test.
5. Have the content owner record a decision before changing published help. Retest after approved changes, retaining the original answer. Record the new answer, result and actual retest date. Additional trials can use copies of the worksheet with clearly dated filenames.

## Fictional example

F1 is an invented help statement for an invented report service: The delivery date is agreed before booking. The invented answer promises that every report arrives tomorrow. That guarantee conflicts with F1. Both the source and answer are fictional fixtures; no real support system was queried and no customer defect was found.

## Limits and reuse

Fifteen cases are a small review aid, not a measure of overall agent accuracy, security or compliance. Do not count blank rows or fictional examples as completed tests, or turn this sample into an overall accuracy percentage. Repeated trials and broader coverage may be needed. The worksheet does not publish corrections or reduce tickets by itself.

You may use and adapt this original starter for your own work. A separately scoped paid review would add an evidence-linked issue register, warranted draft corrections and tailored question checks. Ask about current scope through the contact route at https://atumaragroup.com/.