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?

Twitter

• 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