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Kit Support-Inhalte

Support-Inhalte nach KCS: Planung und Struktur, Wissensdatenbank, FAQ, Fehlerbehebung, bekannte Probleme, Videos, Kennzahlen und Audits.

10 Vorlagen in 3 Schritten, in der Reihenfolge der Nutzung. Öffnen Sie eine Vorlage im Editor, füllen Sie sie aus und exportieren Sie sie als PDF, DOCX oder HTML.

Schritt 1

Planung

  1. Documentation Plan Template

    Standard

    Docs plan: audiences and tasks, deliverables inventory, IA, style, pipeline, review, localisation, accessibility, metrics, optional agile delivery and docs DoD

    Structure aligned with ISO/IEC/IEEE 26511:2018 and 26515:2018; Diátaxis

  2. Documentation Information Architecture Template (Diátaxis, llms.txt)

    Vollständig

    Docs site map and IA spec: audiences, Diátaxis content-type map, navigation, site-map tree, URL scheme, versioning, search facets, redirects, llms.txt

    Diátaxis; llms.txt proposal (2026-08-10); ISO/IEC/IEEE 26514:2022
Schritt 2

Schreiben

  1. Knowledge Base Article Template

    Standard

    KB article: metadata (article ID, product version, verified date, owner), environment, symptoms, cause, resolution, verification, related tickets, maintenance rules

  2. FAQ Template

    Standard

    Evidence-based FAQ: question rules, when an FAQ is the wrong form, entry register with sources and review dates, canonical links, optional FAQPage note

  3. Troubleshooting Guide Template

    Standard

    Troubleshooting guide: diagnostic first steps, symptom index, decision steps per problem with verification, data to collect before contacting support, known issues link

    Structure aligned with ISO/IEC/IEEE 26514:2022

  4. Known Issues Register Template

    Vollständig

    Living known-issues register: ID, symptom, affected versions and platforms, workaround, status, fix version, links, publication and review rules

    ISO/IEC/IEEE 26514:2022 (structure)

  5. Error Message Reference Template (RFC 9457)

    Standard

    Error catalogue: code scheme, RFC 9457 problem details mapping, writing rules, entries with cause and fix, client handling, governance

    RFC 9457

  6. Screencast Script Template (WCAG 2.2 Captions, WebVTT)

    Vollständig

    Screencast script: narration vs action table, reset state, exact commands, zoom, pacing, chapters, WebVTT captions, transcript, audio description

    WCAG 2.2 SC 1.2.1 to 1.2.5; W3C WebVTT
Schritt 3

Messung und Experimente

  1. Docs Metrics Report Template (Privacy-First Docs Health)

    Vollständig

    Docs health report: coverage, freshness, quality (lint, links, accessibility), findability, usefulness, support impact, scorecard, actions, privacy-first

    ISO/IEC/IEEE 26511:2018 (structure); WCAG 2.2; GPC

  2. Documentation Content Audit Template (Inventory, ROT)

    Vollständig

    Docs content audit: criteria, page inventory with owner, last verified, signals, accuracy, ROT verdict and action, findings, gaps, remediation, redirects

    ISO/IEC/IEEE 26511:2018 and 26513:2017 (structure); WCAG 2.2