Support AI Skill

Kb Article Creation

Automatically generate knowledge base articles from resolved support tickets, including content extraction, quality review, approval workflow, and publishing. Use when automating KB content creation, extracting solutions from tickets, designing content revi...

Automated KB Article Creation from Tickets

Automatically generate knowledge base articles from resolved support tickets.

Workflow

Automated Article Generation Process

Trigger: Weekly batch processing; high-volume resolved tickets; knowledge gap detected:

  1. Ticket identification: Scan resolved tickets from last 7 days; filter for: resolution provided, CSAT ≥ 4.0, no escalation, repeatable solution (not account-specific); exclude: billing-only, security-sensitive, one-off fixes.
  2. Solution extraction: Parse agent response to extract core solution (numbered steps, configuration details, error codes); identify Q&A pattern (customer question → agent answer); extract relevant screenshots and links.
  3. Article drafting: Generate structured article using template — Title (question format), Summary (1–2 sentences), Prerequisites, Steps (numbered), Troubleshooting (common issues), Related articles; format in Markdown/HTML.
  4. Similarity check: Compare draft against existing KB articles; if similarity > 80%, flag as "update existing article" instead of "create new"; if 50–80%, suggest merge; if < 50%, proceed as new article.
  5. Quality review queue: Route draft to content reviewer (support lead or dedicated writer); reviewer edits for clarity, accuracy, completeness; adds screenshots if needed; assigns category and tags.
  6. Approval workflow: Reviewed article sent to subject matter expert (SME) for accuracy verification; SME approves, requests changes, or rejects; track approval SLA (48 hours).
  7. Publishing: Approved article published to knowledge base; tagged with source ticket IDs; linked from relevant tickets; indexed for search; notified to subscribers.
  8. Feedback loop: Track article performance (views, helpful votes, time on page); flag low-performing articles for rewrite; retire outdated articles quarterly.

Article Generation Template

KB ARTICLE TEMPLATE — AUTO-GENERATED DRAFT
=============================================

[Article Title — question format]
"How do I [resolve X issue]?"

[Summary]
1–2 sentence description of the problem and solution.

[Last updated: [Date] | Category: [Category] | Tags: [tag1, tag2, tag3]]

---

## Problem Description

[What the customer is experiencing]
[Error message if applicable]
[When this issue occurs]

## Prerequisites

- [Requirement 1 — e.g., Admin access]
- [Requirement 2 — e.g., Product version 2.0+]
- [Requirement 3 — e.g., API access enabled]

## Solution

### Step 1: [Action]
[Detailed instruction with screenshots]
[Expected result]

### Step 2: [Action]
[Detailed instruction]
[Expected result]

### Step 3: [Action]
[Detailed instruction]
[Expected result]

## Verification

[How to confirm the issue is resolved]
[Expected behavior after fix]

## Troubleshooting

### If [issue] persists:
- [Check 1]
- [Check 2]
- [Alternative solution]

### Common variations:
- [Variation 1]: [Specific fix]
- [Variation 2]: [Specific fix]

## Related Articles

- [Link to related article 1]
- [Link to related article 2]

## Was this article helpful?
[ ] Yes   [ ] No

---

SOURCE: Generated from tickets #[12345, 12346, 12347]
REVIEWER: [Name]
APPROVED BY: [SME Name]

Article Quality Standards

KB ARTICLE QUALITY CHECKLIST
===============================

Clarity (Score 1–5):
  □ Title clearly describes the problem (not vague)
  □ Steps are numbered and sequential
  □ Each step is one action (not combined)
  □ Language is simple (8th-grade reading level)
  □ No jargon without definition

Completeness (Score 1–5):
  □ All prerequisites listed
  □ All steps required to resolve issue included
  □ Verification step included ("how to confirm it works")
  □ Troubleshooting section covers common issues
  □ Screenshots attached for complex steps

Accuracy (Score 1–5):
  □ Solution verified against current product version
  □ Error messages/paths match actual UI
  □ Links to related articles are correct
  □ No outdated information from old product versions
  □ SME-approved for technical accuracy

Structure (Score 1–5):
  □ Follows standard template
  □ Proper headings hierarchy (H2, H3)
  □ Code blocks formatted correctly
  □ Screenshots labeled and positioned near relevant step
  □ Related articles linked (2–4 articles)

SEO (Score 1–5):
  □ Title contains primary search term
  □ First paragraph includes key terms
  □ Meta description written (155 characters)
  □ URL slug is clean and descriptive
  □ Internal links to related articles

Minimum Score: 20/25 (4.0 average) to publish
Articles below threshold: Send back for revision

Edge Cases

Integration Points