6DuckLearn Skills

self service blog from policy

Turn support policy documents into a short self-service blog post covering return, refund, and store credit policies. Trigger when you want customers to resolve common issues without contacting an agent.

data-processing Tags: curated, google-workspace, customer-feedback, support, analytics

Attribution: Prepared by 6DuckLearn. Inspired by Google Workspace with Gemini Prompting Guide 101 (2025).

When to use this

You're a customer support manager or content specialist who wants to deflect common support queries by publishing a clear, self-service guide. You have policy documents (return, refund, store credit) and want to combine them into a single, readable blog post customers can find via search or email links.

What you'll get

A short blog post titled "Resolve Common Issues Without Agent Assistance" with separate sections for your return policy, refund policy, and store credit policy — written in a friendly, informative tone and structured for easy scanning.

Prompt template

Use this in Gemini in Docs (open your policy documents or paste policy text first):

Take this content and turn it into a short blog titled "Resolve Common Issues Without Agent Assistance." Include separate sections for our return policy, refund policy, and store credit policy.

Fill in the variables:

No strict variables — the prompt reads the open document. You can extend it by:

  • Adding "Write for a non-technical retail customer" to set the reading level
  • Specifying "Keep the post under 600 words" for a concise article
  • Adding a fourth section: "Also include a section on warranty claims" if relevant

Customisation tips

  • Paste all three policy sources into a single Doc before prompting so Gemini can reference all at once
  • Add your brand voice: "Use a friendly, conversational tone consistent with a premium lifestyle brand"
  • Request a meta description: "Add a two-sentence meta description suitable for SEO"
  • Ask Gemini to suggest a short FAQ at the end: "Add 3 frequently asked questions at the bottom"

Iteration suggestions

After Gemini responds:

  1. Email the blog link to customers → use self-service-email-template to draft the outreach email
  2. Check it addresses feedback themes → revisit feedback-trend-analysis results to confirm all top issues are covered
  3. Simplify individual policies further → use return-policy-simplification to tighten specific sections

Related skills in this workflow

Step Skill What it does
1 feedback-trend-analysis Analyse trends in feedback spreadsheet
2 return-policy-simplification Simplify return policy into 5 clear steps
3 → You are here self-service-blog-from-policy Turn policies into self-service blog post
4 post-call-survey-questions Create post-call survey questions
5 self-service-email-template Email template for self-service resources
6 dissatisfied-customer-followup Request follow-up call with unhappy customers

Related skills

  • dissatisfied customer followup — Request a follow-up call with a customer who left negative feedback — acknowledge their concern and offer concrete resolutions. Trigger when you need to close the loop with an unhappy customer via Gmail.
  • feedback trend analysis — Analyse trends and patterns in a customer feedback spreadsheet using Gemini. Trigger when you need to surface insights from raw feedback data, spot categories with rising complaint volume, or investigate customer sentiment shifts over time.
  • post call survey questions — Generate post-call customer satisfaction survey questions that measure call effectiveness, issue resolution, and likelihood to recommend. Trigger when setting up CSAT or NPS surveys after support interactions.
  • return policy simplification — Simplify a complex return policy document into 5 clear sequential steps customers can follow. Trigger when you have dense policy text and need to transform it into scannable, actionable customer-facing instructions.
  • self service email template — Draft a customer email that highlights self-service resources and a blog link for common support issues. Trigger when you want to proactively deflect support contacts by pointing customers to help content.
  • gemini customer feedback analysis — Analyze feedback trends from spreadsheets, simplify return policies, create self-service content, and run voice-of-customer surveys