Набір контенту підтримки продукту
Контент підтримки за KCS: план і структура, база знань, FAQ, усунення несправностей, відомі проблеми, відео, метрики та аудити.
Шаблонів: 10, кроків: 3, у порядку використання. Відкрийте будь-який шаблон у редакторі, заповніть його та експортуйте в PDF, DOCX або HTML.
Планування
Documentation Plan Template
СтандартDocs 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; DiátaxisDocumentation Information Architecture Template (Diátaxis, llms.txt)
ПовнийDocs 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
Написання
Knowledge Base Article Template
СтандартKB article: metadata (article ID, product version, verified date, owner), environment, symptoms, cause, resolution, verification, related tickets, maintenance rules
FAQ Template
СтандартEvidence-based FAQ: question rules, when an FAQ is the wrong form, entry register with sources and review dates, canonical links, optional FAQPage note
Troubleshooting Guide Template
СтандартTroubleshooting 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 26514:2022Known Issues Register Template
ПовнийLiving known-issues register: ID, symptom, affected versions and platforms, workaround, status, fix version, links, publication and review rules
ISO/IEC/IEEE 26514:2022 (structure)Error Message Reference Template (RFC 9457)
СтандартError catalogue: code scheme, RFC 9457 problem details mapping, writing rules, entries with cause and fix, client handling, governance
RFC 9457Screencast Script Template (WCAG 2.2 Captions, WebVTT)
ПовнийScreencast 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
Вимірювання та експерименти
Docs Metrics Report Template (Privacy-First Docs Health)
ПовнийDocs 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; GPCDocumentation Content Audit Template (Inventory, ROT)
ПовнийDocs 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