Turn support, reviews, and calls into a product education backlog

Start in Notion and define the types of education assets your team can realistically create: help article, onboarding email, in-app checklist, tooltip copy, sales FAQ, demo script, release note, comparison guide, product tour, webinar segment, or customer success playbook. Add scoring criteria before looking at the data so the loudest anecdote does not automatically win. Use frequency, affected segment, revenue impact, activation impact, expansion impact, support burden, evidence strength, urgency, and production effort. Create a clear distinction between education-solvable confusion and product gaps that need Productboard. The taxonomy should make it obvious whether a theme needs content, enablement, onboarding, support process, or product work.

Create a product education backlog scoring model.

Product areas:
{{product_areas}}

Allowed education asset types:
{{asset_types}}

Business goals:
{{business_goals}}

Customer segments:
{{customer_segments}}

Current adoption or support problems:
{{known_adoption_or_support_problems}}

Create:
1. Education theme categories
2. Asset type definitions
3. Scoring criteria
4. Score scale from 1-5 for each criterion
5. Rules for what belongs in education backlog
6. Rules for what should be routed to product or support
7. Priority formula
8. Example backlog rows

Keep the model practical for a PMM, customer success, and product education team.

Pull a monthly sample from Intercom support conversations, Gong calls, G2 reviews, product feedback, CSM notes, and onboarding questions. Store each item in Dovetail with source, account or segment, persona, product area, customer stage, original wording, evidence link, date, severity, and whether the issue blocked activation, renewal, expansion, or sales progress. Do not over-sample one channel just because it is easy to export. Support tickets reveal task-level confusion, calls reveal objections and value confusion, reviews reveal emotional language, and CSM notes reveal patterns that customers may not formally report. Keep the raw wording intact so the eventual asset brief uses the customer's language rather than PMM translation.