Product Requirements Document creation following proven PM template structure. Use when the user asks to create, write, draft, or help with a PRD, product requirements document, product spec, feature specification, or product documentation for a new feature or product.
This skill helps create professional Product Requirements Documents following industry best practices.
Every PRD should include these sections in order:
Format: "As a [user type], I want to [action] so that [benefit]"
Functional Requirements:
Non-Functional Requirements:
Tone: Clear, concise, actionable Audience: Engineers, designers, stakeholders Length: Aim for 3-6 pages for features, 8-12 for products
Best Practices:
✅ Do:
❌ Don't:
# PRD: Multi-Channel Customer Support Dashboard
## Overview
**Problem Statement**: Support teams are currently managing customer inquiries across email, chat, and social media using three separate tools, leading to delayed responses, duplicated work, and inconsistent customer experiences. On average, support agents waste 2.3 hours per day switching between tools and manually tracking conversation history.
**Proposed Solution**: Build a unified dashboard that aggregates customer inquiries from all channels into a single interface, maintains conversation history across channels, and provides intelligent routing based on agent expertise and availability.
**Success Metrics**:
- Reduce average response time from 4 hours to 1 hour
- Decrease tool-switching time by 80% (from 2.3 to <0.5 hours)
- Improve customer satisfaction score from 3.8 to 4.5 (out of 5)
- Increase support agent productivity by 35%
## Context & Background
**Why Now**: Customer satisfaction has declined 15% over the past 6 months, primarily due to slow response times. Our top competitor launched a unified support dashboard last quarter, and we're hearing about it in sales calls. Support team turnover is at 45% annually, with "tool complexity" cited as a top frustration.
**Strategic Alignment**: This aligns with our Q1 company objective to "Improve customer retention by 10%" and our support team's OKR to "Reduce average handle time by 25%."
**User Research Summary**: We conducted interviews with 12 support agents and observed 20 hours of support sessions. Key findings:
- Agents spend 35% of their time finding context from previous interactions
- 65% of escalations are due to lack of conversation history
- Agents rated tool-switching as their #1 daily frustration (9.2/10 pain)
- Current NPS for support experience is -12
## User Stories & Use Cases
**US1: Unified Inbox**
As a support agent, I want to see all customer inquiries in one place so that I don't miss urgent requests and can prioritize effectively.
Acceptance Criteria:
- Inbox shows inquiries from email, chat, and social media
- Inquiries are sorted by priority (urgent, high, normal, low)
- Agent can filter by channel, customer, or status
- Real-time updates when new inquiries arrive
**US2: Cross-Channel Context**
As a support agent, I want to see the full conversation history regardless of channel so that I can provide consistent, informed responses without asking customers to repeat themselves.
Acceptance Criteria:
- Timeline view shows all interactions chronologically
- Each interaction displays channel, timestamp, and content
- Customer profile shows demographics and account information
- Previous issues and resolutions are accessible
[Continue with 5-7 total user stories...]