Repeated customer confusion converted into a ranked source-doc and knowledge-base backlog.
Open doc gaps
repeated this week
High priority
customer-impacting
Affected accounts
across support sources
Fixed this week
source docs updated
Each item is tied to real support confusion and suggested source-doc work.
Evidence
Customers asked whether seat reductions, renewal timing, and usage overages are refunded. The AI gave inconsistent answers.
Suggested fix
Publish a clear refund decision table with annual plans, seat changes, overages, and renewal windows.
Evidence
Admins switching Okta metadata saw repeated login failures. Existing docs cover setup but not rollback or recovery.
Suggested fix
Add a recovery playbook with validation steps, expected propagation time, and escalation triggers.
Evidence
AI answers referenced the retired full-upload workflow instead of the current failed-row retry control.
Suggested fix
Replace stale import troubleshooting content and add screenshots for the retry panel.
Evidence
Prospects asked for extensions while waiting on procurement. AI answers were vague and routed to sales late.
Suggested fix
Document approved extension lengths, approval owner, and handoff language for sales-assisted trials.
Billing policy
Refund rules
Identity provider docs
SSO recovery
Import help center
Failed-row retry
Trial playbook
Procurement extensions
