Freshdesk Knowledge Base Article Template

Article Metadata

Category: [Select from categories.md]
Last Updated: [YYYY-MM-DD]
Article ID: [KB-XXXX]
Status: [FAQ/Published/Internal Only]

1. Issue Definition

Provide a concise description of the problem as reported by the customer or identified by the system. Include symptoms, frequency, and any specific conditions (e.g., OS version, hardware revision) under which the issue occurs.

2. Escalation Path

If the initial troubleshooting steps do not resolve the issue, follow this escalation sequence.

• Tier 1: Support Agent (Initial response, categorisation, and basic troubleshooting)
• Tier 2: Hardware Engineering / Software Development / Lactation Experts / Product Team / Operations

3. Technical Information

Detail any technical specifications, error codes, logs, or system requirements relevant to this issue.

• Platform/Environment: [e.g., Pixel 7a, iOS 17+, Android 16, Coro Firmware v1.6.x, App v0.10.4]
• Error Codes: [List any specific error codes displayed in-app or in logs]
• System Logs: [Specify which logs are required and how to retrieve them]
• Known Conflicts: [e.g., Known issues with specific mobiles, operating systems etc.]
• Snapshots: [Screen shots or photos of Coro where applicable]

4. Customer Reassurance (Next Steps)

Acknowledge the customer's situation and provide clear expectations. Use a professional and empathetic tone.

Internal Note on Tone: Maintain a supportive and proactive stance. Avoid overly technical language.

Recommended Scripting/Messaging:

"I understand that [Issue] is causing a problem. I am here to help you resolve this. We will work through a few steps together to identify the cause and get you back up and running."

Next Steps for the Customer:

1. Complete the troubleshooting steps outlined below.
2. Provide [Specific Information] if the steps do not resolve the issue.
3. An update will be provided via [Email/Chat] within 24 hours.

5. Troubleshooting Guide

Step-by-step instructions for the agent to guide the customer through. Keep instructions clear and sequential.

1. Step 1: [Action, e.g., Toggle Bluetooth Off/On] - Objective: Reset the local connection stack.
2. Step 2: [Action, e.g., Force Close the App] - Objective: Ensure a fresh session is initiated.
3. Step 3: [Action, e.g., Reset Coro with the Pod] - Objective: Perform a hardware-level restart.

6. Recommended Remediation

The definitive resolution or standard workaround for this issue.

• Primary Solution: [The most common successful resolution path]
• Workaround: [Temporary measure if a permanent fix is pending]
• Escalation Prompt: Include prerequisite information to pass up the chain.
• Replacement/Refund Trigger: [Specific conditions under which the agent should initiate a return or replacement (RMA) process]