Name what changes
List affected customers, fields, screens, policies, messages, and effective time. Support cannot prepare from a launch title alone.
Test the common questions
Create examples for normal requests, missing information, and boundary cases using approved material. Have the process owner confirm any answer that creates a customer promise.
Set the first review
Agree how to monitor early tickets, knowledge gaps, incorrect tags, and unexpected escalations. Keep a short path for corrections during the initial period without widening authority automatically.