Kit 2 · LaunchReady · deliverable · designed and built by I Wayan Usada — instructional design portfolio
Day-30 self-service resolution >=70% across Support, CSAs and reseller orgs, measured on the launch KPI dashboard.
Agents and resellers escalate avoidable tickets because answers live in three stale repositories and a tribal Slack channel.
| # | Behavior | What it looks like | Where the artifact trains it |
|---|---|---|---|
| 1 | Search the KB before escalating | KB query with gap radar open, escalation only after zero hits | 02-kb-bundle search flow |
| 2 | Route the ticket via the triage-mirroring decision tree | Widget path chosen matches the real triage branch | 03-troubleshoot-flow |
| 3 | Demo the release using the rehearsed in-app tour | CSA tour run follows the demo-safe click path | 04-inapp-tour |
It will not re-teach product knowledge — the kit makes existing answers findable and rehearsed, not new.
Debrief scores search-before-escalate discipline and gap logging, not raw ticket counts.
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