kb-article

The kb-article skill drafts publish-ready knowledge base articles from resolved support issues, recurring questions, or documented workarounds, structuring the content so customers can find and self-serve it. It is a good fit when a ticket resolution is worth documenting, the same question keeps recurring, a workaround needs publishing, or a known issue should be communicated to customers.

The workflow starts by parsing the source material to identify the original problem, the solution, who is affected, how common it is, and which of five article types fits best: how-to, troubleshooting, FAQ, known issue, or reference. When a ticket reference is supplied, it can pull the full thread and resolution from a connected support platform, check the knowledge base for a similar existing article to decide between updating and creating new, and consult a project tracker for a related bug or feature request. It then drafts using the appropriate template and presents the article with metadata -- title, type, category, tags, audience -- plus publishing notes covering the source, existing articles to update, who should review, and a suggested review date.

A large portion of the guidance is devoted to searchability: customer-language titles rather than internal jargon, exact error messages that customers paste into search, common synonyms and alternate phrasings, and a plain-language opening sentence formula per article type. Formatting standards keep articles scannable with headers, numbered steps, short paragraphs, and one idea per section, and each of the five article types has its own concrete template with best practices.