Support AI Skill

Knowledge Base Mgmt

Build and maintain internal and external knowledge bases including article creation, content governance, search optimization, usage analytics, and contribution workflows. Use when creating help articles, organizing knowledge bases, managing content review c...

Knowledge Base & Self-Service

Build comprehensive knowledge bases that enable self-service support and reduce ticket volume.

Workflow

1. Knowledge Base Strategy & Architecture

  1. KB content strategy:
  1. Platform selection and setup:
  1. Governance and quality standards:

2. Content Creation & Management

  1. Article development process:
  1. Article types and templates:
  1. Content optimization:

3. Search & Discovery

  1. Search engine optimization:
  1. Content discovery and navigation:
  1. Search analytics and improvement:

4. Self-Service Integration

  1. Help center portal design:
  1. Proactive knowledge delivery:
  1. Deflection and self-service metrics:

5. Content Lifecycle & Continuous Improvement

  1. Content review and refresh:
  1. Feedback and quality measurement:
  1. Analytics and reporting:

Templates & Frameworks

KB Article Template

KNOWLEDGE BASE ARTICLE TEMPLATE
================================

TITLE: [Clear, searchable, action-oriented — e.g., "How to Reset Your Password"]

APPLIES TO: [Product version, platform, user role]
LAST UPDATED: [Date]
AUTHOR: [Name]
REVIEW DUE: [Date + 90 days]

TABLE OF CONTENTS:
  1. Overview
  2. Prerequisites
  3. Step-by-Step Instructions
  4. Troubleshooting
  5. Related Articles

OVERVIEW:
  [2-3 sentences explaining the purpose and scope of this article]

PREREQUISITES:
  — [Required access, permissions, software, or conditions]

STEP-BY-STEP INSTRUCTIONS:
  1. [Step one — specific action]
     [Screenshot or diagram]
     Expected result: [What the user should see]
  2. [Step two — specific action]
     [Screenshot or diagram]
     Expected result: [What the user should see]
  3. [Step three — specific action]
     [Screenshot or diagram]
     Expected result: [What the user should see]

TROUBLESHOOTING:
  Problem: [Issue description]
  Cause: [Likely cause]
  Solution: [Steps to resolve]
  
  Problem: [Issue description]
  Cause: [Likely cause]
  Solution: [Steps to resolve]

RELATED ARTICLES:
  — [Link to related article 1]
  — [Link to related article 2]
  — [Link to related article 3]

FEEDBACK:
  Was this article helpful? □ Yes □ No
  Comments: [User feedback field]

KB Content Audit Checklist

ARTICLE FRESHNESS AUDIT — Monthly Review
==========================================

ARTICLE REVIEW CRITERIA:

ACCURACY:
  [ ] Information matches current product/version
  [ ] Screenshots are current and accurate
  [ ] Links are valid and point to correct content
  [ ] Procedures tested and verified

COMPLETENESS:
  [ ] All steps documented with expected results
  [ ] Common troubleshooting scenarios covered
  [ ] Edge cases and exceptions documented
  [ ] Related articles linked

CLARITY:
  [ ] Language clear and concise (Flesch score > 60)
  [ ] Consistent formatting and structure
  [ ] Screenshots enhance understanding
  [ ] No jargon without explanation

ENGAGEMENT:
  [ ] Article has sufficient views to warrant keeping
  [ ] User rating is above 80% helpful
  [ ] Low support ticket volume on this topic
  [ ] Search ranking is adequate

ACTION:
  ✓ Keep as-is
  ⚠ Update (identify changes needed)
  🔴 Rewrite (significant content changes needed)
  🗑 Archive/Remove (outdated or redundant)

Integration Points

Edge Cases

Output

Knowledge Base Dashboard

KNOWLEDGE BASE — April 2025
==============================

CONTENT OVERVIEW:
  Total articles: 1,247
  Internal KB: 834 articles
  External/help center: 413 articles
  Last 30 days: 23 new, 47 updated, 5 archived

CONTENT FRESHNESS:
  Up-to-date (updated < 90 days): 1,089 (87.3%) ✓
  Needs review (90-180 days): 134 (10.7%) ⚠
  Overdue (> 180 days): 24 (1.9%) 🔴

USAGE METRICS:
  Total views (30 days): 89,400
  Avg views per article: 71.7
  Search usage: 34,200 searches (38.3% of sessions)
  Search-to-article rate: 82%
  Zero-result searches: 12% (content gap opportunities)

SELF-SERVICE IMPACT:
  Estimated ticket deflection: 31% of total volume
  KB-assisted resolutions: 28% of agent resolutions
  Avg time saved per deflected ticket: 25 minutes
  Monthly cost savings (estimated): $18,400
  Help center CSAT: 4.2/5.0

CONTENT QUALITY:
  Avg helpful rating: 89% ✓
  Articles rated: 67% of total
  Top-rated category: Getting Started (94% helpful)
  Lowest-rated category: Troubleshooting (78% helpful)
  Feedback requests (30 days): 34 (being addressed)

SEARCH INSIGHTS:
  Top search terms: password reset, integration setup, billing, API documentation
  Top content gaps: mobile app troubleshooting, third-party integrations
  Trending topics: [new feature name] — 450 searches this week