AwraIQ, Help Center, and Customer Success — Assessment

1. What is the purpose of the public knowledge system?

To make common answers findable and current To centralize all support in one channel and retire self-service To replace all product work To route every question directly to a human agent

2. What should AwraIQ do when a human needs to act?

Attempt the action on behalf of the user automatically Hand off with useful context Escalate every question regardless of complexity Close the session and ask the user to open a new ticket

3. What should repeated support questions become?

A hidden note only A content, course, or product improvement signal A sign that users are not reading the existing documentation Evidence that the feature should be removed

4. What does a good success review use?

Login frequency alone, since active users indicate a healthy account Only page visits Real signals such as adoption, exceptions, report usage, and support themes Only opinions

5. Why link Academy courses in customer success?

To satisfy a certification requirement before the account renews To document what the customer learned during onboarding To unlock advanced modules that are otherwise hidden To close the next skill gap with repeatable learning

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