Tools and Features

Product Support and Feedback Platform: Feature-by-Feature Guide

Use every documented Product Support and Feedback Platform feature with sample input and expected output.

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 · Technical Reference

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 is the complete documented feature inventory for Product Support and Feedback Platform version 5.1.0. Every feature includes sample data, a seven-step use pattern, expected output, and a verification rule. Reverify this article whenever the product release changes.

Prerequisites

  • A clean demonstration workspace
  • The downloadable all-feature CSV or JSON
  • Current product release notes
  • Permission to use each tested feature
  • A reviewer familiar with the product

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.

Feature-by-feature procedure

1. Product Taxonomy

Purpose: Use Product Taxonomy within the governed Product Support and Feedback Platform workflow.

Sample action: assign Product, Version, Component, Issue Type, and Release.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: consistent routing context.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

2. Support Articles

Purpose: Use Support Articles within the governed Product Support and Feedback Platform workflow.

Sample action: create detailed guides as sc_support_article drafts.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: searchable product documentation.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

3. Documentation Collections

Purpose: Use Documentation Collections within the governed Product Support and Feedback Platform workflow.

Sample action: group six guides into a hierarchical product collection.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a browsable documentation set.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

4. Article Types

Purpose: Use Article Types within the governed Product Support and Feedback Platform workflow.

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

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: filtered content.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

5. Guided Resolution

Purpose: Use Guided Resolution within the governed Product Support and Feedback Platform workflow.

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

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a product-aware route.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

6. Known Issues

Purpose: Use Known Issues within the governed Product Support and Feedback Platform workflow.

Sample action: publish symptom, severity, state, workaround, and resolution.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a public issue record.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

7. Release Intelligence

Purpose: Use Release Intelligence within the governed Product Support and Feedback Platform workflow.

Sample action: connect current, planned, maintenance, superseded, and retired releases.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a release record with related guidance.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

8. Public Ideas

Purpose: Use Public Ideas within the governed Product Support and Feedback Platform workflow.

Sample action: publish a moderated feature proposal.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a public idea and official status.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

9. Voting

Purpose: Use Voting within the governed Product Support and Feedback Platform workflow.

Sample action: record advisory support without automatic prioritization.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a bounded support signal.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

10. Forms and Surveys

Purpose: Use Forms and Surveys within the governed Product Support and Feedback Platform workflow.

Sample action: run a documentation-usefulness survey.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: private responses and reviewed analysis.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

11. Article Feedback

Purpose: Use Article Feedback within the governed Product Support and Feedback Platform workflow.

Sample action: collect helpful/not-helpful and step-specific comments.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a quality signal.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

12. Failed Search Intelligence

Purpose: Use Failed Search Intelligence within the governed Product Support and Feedback Platform workflow.

Sample action: track searches such as restore workspace.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a documentation-gap signal.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

13. Documentation Gaps

Purpose: Use Documentation Gaps within the governed Product Support and Feedback Platform workflow.

Sample action: combine search, issue, support, and feedback evidence.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a ranked editorial opportunity.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

14. Product Onboarding

Purpose: Use Product Onboarding within the governed Product Support and Feedback Platform workflow.

Sample action: register product owners, routes, versions, components, and readiness.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a support profile.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

15. Content Import and Export

Purpose: Use Content Import and Export within the governed Product Support and Feedback Platform workflow.

Sample action: import this JSON corpus as drafts and export governed records.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: an integrity-tracked batch.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

16. Editorial Governance

Purpose: Use Editorial Governance within the governed Product Support and Feedback Platform workflow.

Sample action: assign standards, lifecycle, reviewers, freshness, and approval.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a human publication trail.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

17. Repository Sync

Purpose: Use Repository Sync within the governed Product Support and Feedback Platform workflow.

Sample action: compare repository documentation with Knowledge Base coverage.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a synchronization finding.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

18. Reliability Analytics

Purpose: Use Reliability Analytics within the governed Product Support and Feedback Platform workflow.

Sample action: combine issue, incident, support-demand, and product evidence.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: an advisory reliability dossier.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

19. Platform Incidents

Purpose: Use Platform Incidents within the governed Product Support and Feedback Platform workflow.

Sample action: coordinate a cross-product public incident.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: an incident record and affected products.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

20. Cross-Product Journeys

Purpose: Use Cross-Product Journeys within the governed Product Support and Feedback Platform workflow.

Sample action: guide users from data to analysis to decision.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a connected support journey.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

21. Connected Operations

Purpose: Use Connected Operations within the governed Product Support and Feedback Platform workflow.

Sample action: review dossiers, blockers, readiness, actions, and snapshots.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: an operations report.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

22. Private Support Handoff

Purpose: Use Private Support Handoff within the governed Product Support and Feedback Platform workflow.

Sample action: send consented product/version/problem context to Contact and Engagement.

Steps

  1. Open or create the synthetic retrofit workspace.
  2. Select or navigate to this feature.
  3. Enter the matching row from the CSV or JSON sample.
  4. Review required fields, sources, units, permissions, assumptions, and warnings.
  5. Run or save the feature operation.
  6. Compare the result with the expected result below.
  7. Add a review note and preserve the feature state.

Expected result: a short-lived private handoff.

Verification: The result must preserve the sample feature ID, product version, lifecycle state, provenance, and any domain-specific unit or classification. Failure must return an actionable error without destroying prior state.

Expected output

  • consistent routing context
  • searchable product documentation
  • a browsable documentation set
  • filtered content
  • a product-aware route
  • a public issue record
  • a release record with related guidance
  • a public idea and official status
  • a bounded support signal
  • private responses and reviewed analysis
  • a quality signal
  • a documentation-gap signal
  • a ranked editorial opportunity
  • a support profile
  • an integrity-tracked batch
  • a human publication trail
  • a synchronization finding
  • an advisory reliability dossier
  • an incident record and affected products
  • a connected support journey
  • an operations report
  • a short-lived private handoff

Whole-product verification

  • All 22 documented features are present or intentionally permission-restricted.
  • Every feature accepts its synthetic row or explains why it does not apply.
  • Errors preserve saved state and provide a recovery path.
  • Exports and handoffs retain provenance and version identity.
  • No private, confidential, or secret information appears in public output.

Responsible use

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

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