Playbook4 min read
Help customers complete a support task
Use ProductBooks to make a help page easy to find, follow, recover from, and escalate when needed.
ProductBooksSupportSelf-service
Review a support pagePractical steps
A clear way through
- 01
Name the task
Use the heading and opening to confirm the customer is in the right place.
- 02
Show prerequisites and steps
Make dependencies, ordered actions, and the expected result visible.
- 03
Plan for the stuck moment
Place recovery and escalation options close to the point where a customer might need them.
Optimise for completion
A useful support page helps someone finish a known task. Treat findability, clarity, and recovery as one experience rather than separate content concerns.
Do not hide exceptions
State important limits, alternative paths, and escalation steps in plain language so the customer does not need to guess what to do next.
Keep going