Copy-ready Open Knowledge Format templates.

---
type: api-endpoint
title: Create Customer
description: Creates a customer record and returns the created customer ID.
resource: https://api.example.com/docs/customers#create
tags:
  - api
  - customers
timestamp: 2026-06-27
---

# Create Customer

## Purpose
Use this endpoint when an agent needs to create a new customer after collecting required profile fields.

## Request
- Method: POST
- Path: /v1/customers
- Required fields: name, email

## Response
Returns the created customer ID, status, and timestamps.

## Failure Cases
- 400 when required fields are missing.
- 409 when the email already exists.

---
type: runbook
title: API Latency Spike Runbook
description: Steps for diagnosing and responding to elevated API latency.
tags:
  - runbook
  - api
  - latency
timestamp: 2026-06-27
---

# API Latency Spike Runbook

## Symptoms
- P95 latency above target for 10 minutes.
- Customer reports mention slow saves or timeout errors.

## First Checks
1. Check current deploy status.
2. Review database saturation.
3. Compare error rate with traffic volume.

## Recovery
Rollback recent deploys if latency started after release. Escalate to database owner if saturation remains high.

---
type: support-article
title: Reset a Locked Account
description: Customer-safe steps for account lockout recovery.
tags:
  - support
  - account
  - login
timestamp: 2026-06-27
---

# Reset a Locked Account

## When To Use
Use when the customer cannot log in because the account is locked after failed attempts.

## Steps
1. Confirm the customer owns the email address on the account.
2. Send the password reset link.
3. Ask the customer to wait five minutes before retrying.

## Escalate
Escalate when the reset email does not arrive or the account remains locked after reset.

---
type: data-entity
title: Customer Table
description: Source of truth for customer profile records.
tags:
  - database
  - customers
timestamp: 2026-06-27
---

# Customer Table

## Purpose
Use this table for customer profile lookups and account ownership questions.

## Key Fields
- customer_id: Stable unique identifier.
- email: Primary login email.

## Caveats
Deleted customers are excluded from standard reporting views.

---
type: metric
title: Activation Rate
description: Percentage of new accounts that complete the activation event within seven days.
tags:
  - metrics
  - growth
timestamp: 2026-06-27
---

# Activation Rate

## Formula
Activated accounts divided by new accounts in the same cohort.

## Exclusions
Exclude test accounts and internal domains.

## Owner
Growth analytics owns this definition.

---
type: product-feature
title: Team Invitations
description: How administrators invite teammates and manage pending invitations.
tags:
  - product
  - admins
timestamp: 2026-06-27
---

# Team Invitations

## Who Uses This
Workspace administrators who need to add team members.

## Steps
1. Open workspace settings.
2. Enter the teammate email address.
3. Pick a role and send the invitation.

## Limits
Invitations expire after seven days.

---
type: procedure
title: Weekly Customer Export
description: Procedure for preparing and validating the weekly customer export.
tags:
  - sop
  - operations
timestamp: 2026-06-27
---

# Weekly Customer Export

## Owner
Revenue operations owns the export.

## Procedure
1. Generate the report.
2. Validate row counts.
3. Store the file in the approved folder.

## Exceptions
Escalate missing rows before sharing externally.

---
type: agent-instructions
title: Support Agent Answer Rules
description: Rules for answering support questions with approved documentation.
tags:
  - agents
  - support
timestamp: 2026-06-27
---

# Support Agent Answer Rules

## Allowed Sources
Use only approved support KB and product documentation.

## Escalate When
Escalate billing disputes, security incidents, and missing account ownership.

## Answer Style
Give concise steps and link to the source article.