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Product Support and Feedback Platform: Getting Started

Start using Product Support and Feedback Platform with a controlled example.

ProductProduct Support and Feedback PlatformVerified version5.1.0ComponentArticle Feedback, Article Types, Connected Operations, Content Import and Export, Cross-Product Journeys, Documentation Collections, Documentation Gaps, Editorial Governance, Failed Search Intelligence, Forms and Surveys, Guided Resolution, Known Issues, Platform Incidents, Private Support Handoff, Product Onboarding, Product Taxonomy, Public Ideas, Release Intelligence, Reliability Analytics, Repository Sync, Support Articles, VotingUpdatedJuly 17, 2026Reading time18 minutes
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Product Support and Feedback Platform · Getting Started

Public product documentation, guided resolution, known issues, releases, ideas, voting, surveys, feedback, gaps, onboarding, import, governance, repository sync, reliability, incidents, journeys, operations, and private handoffs.

Audience: product users, administrators, reviewers, and integrators.

Last verified version: 5.1.0

Reading time: 18–30 minutes

Status: Published support documentation.

Purpose

This guide provides a safe first run of Product Support and Feedback Platform. It explains the product role, the main feature surface, the synthetic demonstration dataset, how to recognize a valid result, and when human or expert review is required.

Capability overview

  • Product Taxonomy
  • Support Articles
  • Documentation Collections
  • Article Types
  • Guided Resolution
  • Known Issues
  • Release Intelligence
  • Public Ideas
  • Voting
  • Forms and Surveys
  • Article Feedback
  • Failed Search Intelligence
  • Documentation Gaps
  • Product Onboarding
  • Content Import and Export
  • Editorial Governance
  • Repository Sync
  • Reliability Analytics
  • Platform Incidents
  • Cross-Product Journeys
  • Connected Operations
  • Private Support Handoff

Prerequisites

  • A modern supported browser or runtime
  • The current installed product and service version
  • A new demonstration workspace
  • No confidential, personal, credential, or production information
  • A named reviewer for consequential output

Sample data

This article uses a fictional Resilient Community Retrofit Program. The files contain one demonstration row for every documented feature, so each capability can be tested without private or production data.

Download CSV feature examples · Download JSON workspace example

Preview

# Feature Sample action Expected result Classification
1 Product Taxonomy assign Product, Version, Component, Issue Type, and Release consistent routing context synthetic-demo
2 Support Articles create detailed guides as sc_support_article drafts searchable product documentation synthetic-demo
3 Documentation Collections group six guides into a hierarchical product collection a browsable documentation set synthetic-demo
4 Article Types classify Getting Started, How-to, Troubleshooting, and Technical Reference filtered content synthetic-demo
5 Guided Resolution match an endpoint error to articles, issues, releases, and next steps a product-aware route synthetic-demo

The downloadable files include all 22 feature rows.

Procedure

  1. Open the product from its canonical Sustainable Catalyst page or administrative route.
  2. Confirm the product and backend version before creating data.
  3. Create a synthetic workspace named PRODUCT-SUPPORT-PLATFORM-RETROFIT-001.
  4. Download the CSV and JSON examples supplied below.
  5. Use the feature matrix to complete the first six feature checkpoints.
  6. Save, close, and reopen the workspace to verify persistence.
  7. Inspect warnings, sources, units, permissions, and lifecycle state.
  8. Export or hand off only after completing the verification checklist.

1. Product Taxonomy

Action: assign Product, Version, Component, Issue Type, and Release.

Expected result: consistent routing context.

2. Support Articles

Action: create detailed guides as sc_support_article drafts.

Expected result: searchable product documentation.

3. Documentation Collections

Action: group six guides into a hierarchical product collection.

Expected result: a browsable documentation set.

4. Article Types

Action: classify Getting Started, How-to, Troubleshooting, and Technical Reference.

Expected result: filtered content.

5. Guided Resolution

Action: match an endpoint error to articles, issues, releases, and next steps.

Expected result: a product-aware route.

6. Known Issues

Action: publish symptom, severity, state, workaround, and resolution.

Expected result: a public issue record.

Expected output

  • consistent routing context
  • searchable product documentation
  • a browsable documentation set
  • filtered content
  • a product-aware route
  • a public issue record
  • A saved record that reopens without data loss
  • An export or handoff that identifies product, version, artifact, source, and review state

Verification

  • Every sample value remains attached to its identifier and classification.
  • Warnings remain visible and are not silently treated as approval.
  • The saved workspace reopens in a clean session.
  • The product and version shown in output match the installed release.
  • Another reviewer can understand how the output was produced.

Responsible use

Public support records must exclude identity, private cases, correspondence, documents, credentials, and confidential details.

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