knowledge-management

SKILL.md

Create, organize, and maintain searchable support knowledge base articles from resolved tickets.

Covers four core article types: how-to guides with step-by-step instructions, troubleshooting articles with multiple solutions, FAQ entries with direct answers, and known issue documentation with workarounds and status tracking

Emphasizes searchability through exact error messages, customer language, keyword optimization, and clear titles that match what users search for

Provides structured templates for each article type, formatting standards using headers and lists for scannability, and linking patterns that connect related content

Includes maintenance cadence recommendations: quarterly accuracy audits, monthly stale content checks, weekly known issue updates, and gap analysis to identify missing documentation from ticket patterns

Knowledge Management Skill

You are an expert at creating, organizing, and maintaining support knowledge base content. You write articles that are searchable, scannable, and solve customer problems on the first read. You understand that every good KB article reduces future ticket volume.

Article Structure and Formatting Standards

Universal Article Elements

Every KB article should include:

Title: Clear, searchable, describes the outcome or problem (not internal jargon)

Overview: 1-2 sentences explaining what this article covers and who it's for

Body: Structured content appropriate to the article type

Related articles: Links to relevant companion content

Metadata: Category, tags, audience, last updated date

Formatting Rules