Step 1 of 6
Learn
Before you start
By the end of this lesson you will be able to:
- Use a knowledge base to find approved answers.
- Distinguish policy from opinion.
- Follow SOPs consistently.
- Recognize policy gaps.
- Know when approval is required.
Key idea
"I think this is probably okay" is not a substitute for an approved policy.
Learn
Knowledge-base workflow, and unclear policy
Knowledge-base workflow: Search using the customer's issue, product/service, error message, or policy term. Confirm the article is current and applies to the case.
When policy is unclear:
- Do not invent a policy.
- Do not use an outdated article as current.
- Flag conflicting instructions.
- Ask an authorized person for a decision.
- Document the clarification.
Reference
This lesson's knowledge base
Five approved articles. You'll match tickets to them in the next step.
Shipping Delay
If a shipment is delayed beyond the promised date, apologize, share the latest tracking update, and offer to escalate to the carrier if delayed more than 5 business days.
Damaged Item
For damaged items reported within 14 days of delivery with photo evidence, offer a replacement or refund at the customer's choice.
Refund Eligibility
Refunds are available within 30 days of delivery for unused items in original packaging. Digital and final-sale items are not eligible.
Password Reset
Direct customers to the "Forgot Password" link. If they don't receive the reset email within 10 minutes, verify the email on file and manually trigger a reset.
Escalation Rules
Escalate to a supervisor for: requests outside standard policy, threats of legal action, repeated unresolved contacts (3+), or safety concerns.
Practice
Match each ticket to an article
0 of 5 checked.
Practice → Decide
None of the five articles fit
A customer wants to exchange an item they bought as a gift, using only a gift receipt with no order number. None of the five KB articles cover this situation.
What's the right move?
Apply
Work sample: Knowledge-Base Navigation Exercise
Two tickets from your practice are started below — add the rest, recording the article used, the relevant rule, and your customer-facing answer.
💾 Save your work now. Copy this into a Google Doc — that's part of your starter portfolio.
Preview / export
✓ Lesson 5 Processed
Nice work.
You've practiced grounding your answers in approved policy — and flagging what isn't covered instead of guessing.