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Build an internal glossary to help Fin understand your customers AND your product better

  • February 18, 2026
  • 2 replies
  • 72 views
Conor
Super User ✨
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In Ep. 11 of Support Stack, Gabriela Passeri (Knowledge Manager at AutoDS) walks through how they made Fin actually understand their product.

Their key move was to build internal, Fin-enabled glossaries mapping customer language to product terminology. Including synonyms, “avoid confusion with”, and even UI layout guidance.

Super practical and very applicable if you have a complex B2B SaaS product with integrations!

Full episode: 

I really hope it helps! 

Behind the scenes with Intercom setups from real customers: https://www.youtube.com/@support-stack | The 5 Mistakes You’re Making with Fin’s Data Connectors: https://www.customersuccess.cx/5mistakes

    2 replies

    M
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    We did this, and I have also added product matrices for each module and submodule etc 

      Conor
      Super User ✨
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      • Conor
      • Author
      • Super User ✨
      • March 4, 2026

      ​@Maria Iglesias - Content Lead Ah nice - how have you found that working? Anything interesting that you changed or realised? 

      Behind the scenes with Intercom setups from real customers: https://www.youtube.com/@support-stack | The 5 Mistakes You’re Making with Fin’s Data Connectors: https://www.customersuccess.cx/5mistakes
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