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제품 지원 콘텐츠 키트

KCS 방식 지원 콘텐츠: 계획과 구조, 지식 베이스, FAQ, 문제 해결, 알려진 문제, 동영상, 지표, 감사.

사용 순서에 따라 3단계로 정리한 템플릿 10개입니다. 편집기에서 템플릿을 열어 작성한 뒤 PDF, DOCX 또는 HTML로 내보낼 수 있습니다.

1단계

계획

  1. Documentation Plan Template

    표준

    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)

    전체

    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
2단계

작성

  1. Knowledge Base Article Template

    표준

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

  2. FAQ Template

    표준

    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

    표준

    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

    전체

    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)

    표준

    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)

    전체

    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
3단계

측정과 실험

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

    전체

    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)

    전체

    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