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Customer support · Skill

Customer research

Multi-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously told to a specific account, or gathering background before drafting a response.

  • Works better with a connected tool
Open in Phở

What the skill covers

The sections of its instructions, in order.

  1. 01 Usage
  2. 02 Workflow
  3. 1. Parse the Research Request
  4. 2. Search Available Sources
  5. 3. Synthesize Findings
  6. 4. Handle Insufficient Sources
  7. 5. Customer-Facing Considerations
  8. 6. Knowledge Capture
  9. 03 Source Prioritization and Confidence
  10. Confidence by Source Tier
  11. Confidence Levels
  12. Handling Contradictions
  13. 04 When to Escalate vs. Answer Directly
  14. Answer Directly When:
  15. Escalate or Verify When:
  16. Escalation Path:
  17. 05 Research Documentation for Team Knowledge Base
  18. When to Document:
  19. Documentation Format:
  20. Knowledge Base Hygiene:

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Frequently asked questions

What does Customer research do?

Multi-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously told to a specific account, or gathering background before drafting a response.

Is Customer research free to use?

Yes. Customer research is published by Anthropic under the Apache 2.0 licence, and you can use it with a free Phở account.

How do I use Customer research in Phở?

Press Open in Phở, then Try to apply it to your next message, or add the Customer support set so Phở loads it whenever a request matches.

Does Customer research need other tools?

Some steps expect a connected tool, such as a CRM or a document store. Without one, Phở does those steps with what you paste or upload.

Copied unchanged from anthropics/knowledge-work-plugins at commit d900840 and credited to Anthropic, who is not affiliated with Phở. The full instructions and licence text ship with the skill inside Phở.