Module 06
Support, Admin & Trust
Everything that happens after something goes wrong: the internal control plane, the privileged access it grants, and the abuse it has to answer for.
5 lessons · 10 videos · 2h 51m
- 06.01
Building Support Into the Product
Design support as a product surface with the context attached, rather than as an inbox somebody else reads.
- 06.02
Admin Panels & User Operations
Specify the internal control plane a support person needs - find a user, read their state, change one thing - and keep it out of the product's own auth path.
- 06.03
Impersonation, Audit Logs & Privileged Access
Let support see what a user sees without creating an invisible super-admin, and make every privileged action attributable after the fact.
- 06.04
Abuse, Moderation & Account Safety
Treat abuse as a systems problem - rate limits, reporting, suspension, appeal - and say what each control costs a legitimate user.
- 06.05
AI Support Agents & Human Handoff
Give an AI support agent a bounded set of actions and a confidence threshold at which it must hand the conversation to a person.