Use cases
Mode: Customer support
Fix it on the first call
Troubleshooting guides, known issues and policies, searched the moment the customer describes the problem.
Before
Support adds its runbooks to the company brain; Engineering adds release notes. Everyone answers from the same source.
During
Step-by-step fixes in plain words the customer can follow, and a note when it's time to escalate.
After
A recap of what was tried and what's still open, plus a follow-up with the steps written out.