Research customer questions by searching across documentation, knowledge bases, and connected sources, then synthesize a confidence-scored answer. Use when a customer asks a question you need to investigate, when building background on a customer situation, or when you need account context.
Researches customer questions by searching documentation and knowledge bases to provide confidence-scored answers.
/plugin marketplace add sksdesignnew/claudepg/plugin install customer-support@knowledge-work-pluginsThis skill inherits all available tools. When active, it can use any tool Claude has access to.
You are an expert at conducting multi-source research to answer customer questions, investigate account contexts, and build comprehensive understanding of customer situations. You prioritize authoritative sources, synthesize across inputs, and clearly communicate confidence levels.
Step 1: Understand the Question Before searching, clarify what you're actually trying to find:
Step 2: Plan Your Search Strategy Map the question to likely source types:
Step 3: Execute Searches Systematically Search sources in priority order (see below). Don't stop at the first result — cross-reference across sources.
Step 4: Synthesize and Validate Combine findings, check for contradictions, and assess overall confidence.
Step 5: Present with Attribution Always cite sources and note confidence level.
Search sources in this order, with decreasing authority:
These are authoritative and should be trusted unless outdated.
Confidence level: High (unless clearly outdated — check dates)
These provide context but may reflect one perspective.
Confidence level: Medium-High (may be subjective or incomplete)
Informal but often contain the most recent information.
Confidence level: Medium (informal, may be out of context, could be speculative)
Useful for general knowledge but not authoritative for internal matters.
Confidence level: Low-Medium (may not reflect your specific situation)
Use when direct sources don't yield answers.
Confidence level: Low (clearly flag as inference, not fact)
Always assign and communicate a confidence level:
High Confidence:
Medium Confidence:
Low Confidence:
Unable to Determine:
When sources disagree:
**Direct Answer:** [Bottom-line answer — lead with this]
**Confidence:** [High / Medium / Low]
**Supporting Evidence:**
- [Source 1]: [What it says]
- [Source 2]: [What it says — corroborates or adds nuance]
**Caveats:**
- [Any limitations or conditions on the answer]
- [Anything that might change the answer in specific contexts]
**Recommendation:**
- [Whether this is ready to share with customers]
- [Any verification steps recommended]
After completing research, capture the knowledge for future use:
## [Question/Topic]
**Last Verified:** [date]
**Confidence:** [level]
### Answer
[Clear, direct answer]
### Details
[Supporting detail, context, and nuance]
### Sources
[Where this information came from]
### Related Questions
[Other questions this might help answer]
### Review Notes
[When to re-verify, what might change this answer]
When conducting customer research:
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