Feature Release Overview & Support Guide
Use this template to document an upcoming feature and any support information your team will need. Learn more about this template.
Overview
Feature name: What is this feature called?
Launch date: When is this feature being launched?
What's changing/what's new [tl;dr]: What is new for the customer?
Launch schedule and rollout plan
Date and time plans: Are there certain dates that the team should be aware of?
Blog post/tweet: Do we have content we're sharing out to customers?
In-app user education/What’s New notification: How are we alerting users to this change in-app?
Channels and contacts
CE channels: Where in Slack will Customer Experience discuss this launch?
PDE channels and purposes: Where in Slack do we go to chat about this launch with Product & Engineering teams?
DRI and launch team: Who is the individual responsible for launch enablement and what other contacts are on the team?
Triage
Triage: What area should tickets be triaged to?
Macros: What macros do we have for this launch?
Tags: How should tweets be tagged?
Suggested tweet responses: How should we respond to tweets about this launch?
Live Support
Any live-support-specific resources, chat scripts, etc.
International Support:
Any international-support-specific resources, language considerations, translations, etc.
FAQs
Anticipated questions should be in an h2 list format for easy reference, with answers immediately under the questions.
Question 1
Answer
Question 2
Answer
Question 3
Answer
Helpful resources
Links to help center articles
Links to design and product docs and resources
Links to related Guru Cards
Links to macros