Where system matches intent.
I walk a real product the way a customer does and write down what I find.
Community sits on the path, not beside it
A peer thread gets someone to the answer without a ticket, because community sits on the path instead of beside it.
The article closed the job, not the feature
An article closes the job the customer came to do, instead of describing the feature.
The handoff carried what was already tried
When self-service fails, the handoff carries what was already tried, so the customer does not start over.