Knowledge base and macro maintenance requires support teams to manually identify outdated content, gather scattered product updates, draft revisions, and publish changes across multiple systems.
Automation monitors product changes and customer feedback in real time, drafts updated content, routes it for approval, and publishes it to the knowledge base and email templates automatically. Teams get fresh, accurate support resources within hours instead of days.
The full workflow, from trigger to completion.
Automation watches for product updates, customer feedback, or requests. When a trigger is detected, the workflow begins.
The automation collects relevant product notes, customer feedback, and ticket patterns, then summarizes the key changes needed for documentation.
The automation generates or updates article and macro text based on the change summary, maintaining tone and clarity for support.
Draft is posted for the team lead to review and approve. The workflow pauses until approval is given.
Once approved, the automation publishes the updated article or macro, including all formatting and metadata.
The automation identifies and updates any related email macros or templates that reference the same information.
Automation sends a notification to with the update details and logs the change in the tracking sheet for audit purposes.
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