knowledge-management_skill

This skill helps you create and maintain searchable knowledge base articles from resolved tickets, improving self-service and reducing repeat inquiries.

Python
Official

7.4k

GitHub Stars

1

Bundled Files

2 months ago

Catalog Refreshed

4 months ago

First Indexed

Readme & install

Copy the install command, review bundled files from the catalogue, and read any extended description pulled from the listing source.

Installation

Preview and clipboard use veilstrat where the catalogue uses aiagentskills.

npx veilstrat add skill anthropics/knowledge-work-plugins --skill knowledge-management

SKILL.md9.3 KB

Overview

This skill creates and maintains high-quality knowledge base articles from resolved support issues. It produces scannable, searchable documentation — how-tos, troubleshooting guides, FAQs, and known-issue notices — that reduce repeat tickets and speed customer self-help. The output follows clear formatting, metadata, and review cadence standards.

How this skill works

When given a resolved ticket or topic, the skill generates a focused KB article using customer language, an SEO-friendly title, and a one-line overview. It structures the body with prerequisites, step-by-step instructions or diagnosis paths, verification steps, and related links. It also suggests metadata (category, tags, audience, last-updated) and recommends whether to update an existing article or create a new one.

When to use it

A ticket is resolved and the solution should be documented for future reuse
An existing KB article needs updating after a product or workflow change
You need a how-to guide for a common customer task
Create a troubleshooting article for a repeat error or symptom
Write a FAQ entry for a question repeated across tickets

Best practices

Write titles in customer language and include exact error text when present
Lead with the symptom or task in the first sentence to improve searchability
Use short paragraphs, headers, numbered steps, and code blocks where applicable
Include verification steps and expected results after each procedure
Add clear metadata and links to related articles to improve discoverability
Schedule regular reviews and mark articles as needs-update, archived, or retired when appropriate

Example use cases

Convert a resolved login issue ticket into a troubleshooting article titled with the exact error text
Create a how-to for configuring SSO after a support-guided setup
Update an existing guide when a UI path or label changes
Draft a known-issue article with status and workaround after identifying a recurring bug
Write a short FAQ answering the top 5 questions from weekly support reports

FAQ

Update when the article is mostly correct and only needs refreshed steps or added details; create new when the topic is distinct, too large, or targets a different audience.

What is the minimum structure an article must have?

Title, one-line overview, body with steps or symptoms/solutions, related-articles links, and metadata (category, tags, audience, last-updated).