# Knowledge Transfer Checklist

Everything a new support or sales team needs to know before it can represent your business properly. Use this to prepare material in one pass, rather than fielding piecemeal requests during training week.

Provided free by VoiceSupportCrew.

---

## Part 1 — Product and service information

- [ ] Plain-language description of what you sell
- [ ] Specifications, sizes, compatibility, inclusions and exclusions
- [ ] Pricing structure — and what agents may and may not quote
- [ ] The things customers routinely misunderstand about your product

## Part 2 — Policies

- [ ] Refund policy, with actual thresholds and time windows
- [ ] Discount authority — what may be offered, and up to what limit
- [ ] Cancellation policy
- [ ] Warranty or guarantee terms, stated exactly as they may be communicated

## Part 3 — FAQs

- [ ] Your top 15-20 real customer questions, pulled from actual conversations
- [ ] The answer you actually give to each — not an idealised version
- [ ] Questions you get that you do NOT have a good answer to yet (flag these — they need resolving before training, not during it)

## Part 4 — Historic material

- [ ] A sample of recent tickets or emails (10-20 is plenty)
- [ ] Example chat transcripts showing your preferred tone
- [ ] Any approved call recordings
- [ ] Existing scripts, however informal

## Part 5 — CRM and systems context

- [ ] What each CRM stage/status actually means operationally
- [ ] What data must be captured at each stage
- [ ] Any required fields or formatting standards
- [ ] A walkthrough (written or recorded) of the core workflows agents will perform

## Part 6 — Appointment / booking criteria (if applicable)

- [ ] What makes a lead "qualified" — the specific criteria
- [ ] What disqualifies a lead
- [ ] Calendar access and booking rules
- [ ] Confirmation and reminder process

## Part 7 — Escalation rules

- [ ] What triggers an escalation (be specific — not "anything unusual")
- [ ] Who receives each type, with a named backup
- [ ] How urgently, and through which channel
- [ ] What the agent should say to the customer while it escalates

## Part 8 — Boundaries

- [ ] Service areas or eligibility limits
- [ ] Statements agents must NEVER make about your product, pricing or guarantees
- [ ] Anything requiring a licence or qualification agents do not hold
- [ ] Topics that must always route to your internal team

---

## Preparing this material

- **Start with what exists.** Even informal notes are more useful than starting from nothing.
- **Pull from real conversations, not assumptions.** Your actual FAQ inbox is a better source than guessing what customers ask.
- **Flag the gaps honestly.** "We don't have a documented answer for this yet" is more useful than an invented one that turns out to be wrong.
- **Review after the first two weeks live.** New questions will surface that this document did not anticipate — capture them and fold them back in.

---

*More free templates and guides: voicesupportcrew.com/downloads*