# Customer Knowledge Base Intake Template

Use this file to collect the first batch of material for a MicroAppForge knowledge-base pilot.

## 1. Business Basics

- Business / brand name:
- Website or store link:
- Main market:
- Main customer type:
- Support language:
- Primary contact email:

## 2. Top Customer Questions

List 10-30 repeated questions customers ask before buying or after buying.

Example format:

```text
Q: How long does shipping take?
A: Standard shipping usually takes 3-7 business days after payment confirmation.
```

Questions:

1.
2.
3.

## 3. Products Or Services

Describe the products, services, packages, or course/program details customers ask about.

- Product or service name:
- What is included:
- Who it is for:
- Who it is not for:
- Important limitations:

## 4. Pricing And Ordering

- Price range:
- Minimum order:
- Free shipping / discount rules:
- Payment methods:
- Invoice or receipt rules:
- Wholesale or corporate purchase rules:

## 5. Policies

Add exact rules when possible.

- Refund policy:
- Return policy:
- Exchange / replacement policy:
- Warranty or support period:
- Cancellation policy:
- Custom order policy:

## 6. Human Handoff Rules

The assistant should ask a human before answering or promising anything related to:

- Contract changes
- Special discount
- Refund exception
- Medical, legal, tax, or financial advice
- Safety or emergency issue
- Customer private information
- Any unclear or risky promise

## 7. Desired Tone

Choose one:

- Professional and concise
- Friendly and warm
- Premium and formal
- Playful and light

Example answer style:

```text
Thanks for asking. Based on our current policy, ...
```

## 8. Sample Conversations

Paste anonymized customer chats or email threads. Remove names, phone numbers, addresses, order IDs, and any private data before sharing.

## 9. Demo Success Criteria

What would make the pilot useful enough to continue?

- Fewer repeated manual replies
- Faster pre-sales answers
- Cleaner internal FAQ
- Better onboarding for new staff
- Other: