WORKFLOWFRAME / SUPPORT TRIAGE WORKSHEET
Version: 2026-10-07
Guide: https://workflowframe.com/guides/compare-support-automation-tools/

Use synthetic account details and approved answers.
This worksheet is an editorial test plan, not a resolution benchmark.

TOPIC AND OWNERS
One supported topic:
Current inbox/helpdesk route:
Candidate, plan, required channels:
Knowledge owner, versions, review date:
Primary agent and backup:
Online and offline response expectations:
Consequential actions reserved for authorized staff:

ACCEPTANCE SET (write expected answer/escalation BEFORE testing)
Ordinary question:
Ambiguous wording:
Missing knowledge:
Outdated source:
Multiple topics:
Urgent or consequential request:
Direct request for a person:
Primary owner absent:
Team offline:
Source answer changed:

For each case record:
Expected behavior / observed behavior / evidence / pass or fail
Correct source and qualifications preserved:
Unsupported promise or invented policy:
Visitor sees a realistic next step:
Human queue, transcript, context, and owner verified:
Final action completed or unresolved status visible:

EFFORT AND LIMITS
Preparation minutes:
Answer correction and review minutes:
Agent takeover minutes:
Knowledge maintenance minutes:
Unresolved cases:
Plan seats, channels, usage limits, behavior at limit:
Introductory allowance vs recurring quota checked:

DECISION
Keep / revise / stop:
Remaining limits:
Fallback queue:
Maintenance owner and backup:
Next review date: