knowledge-base-builder_skill

This skill analyzes support tickets to generate knowledge base articles, tutorials, scripts, and SEO-optimized content to reduce ticket volume.

Python

36

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 onewave-ai/claude-skills --skill knowledge-base-builder

SKILL.md1.7 KB

Overview

This skill helps teams turn support tickets into a high-impact knowledge base that reduces ticket volume and speeds resolution. It identifies recurring FAQs, creates step-by-step tutorials with places for screenshots or video scripts, and optimizes content for search and self-service deflection tracking. The goal is practical, copy-paste-ready articles that drive measurable deflection and improved agent efficiency.

How this skill works

Analyze a corpus of support tickets to surface recurring questions, intents, and failure patterns. For each identified topic, generate an FAQ entry, a step-by-step tutorial with screenshot placement and optional video script guidance, and meta content optimized for search. Provide metrics and tracking suggestions to measure self-service deflection and iterate content based on ticket trends.

When to use it

After a spike in similar support tickets to capture recurring issues
When launching a new feature to build proactive self-help content
To convert long ticket threads into clear, reusable articles
When improving search ranking and discoverability of help content
As part of a deflection KPI program to measure documentation impact

Best practices

Prioritize articles by ticket volume and time-to-resolution impact
Write short, scannable steps and include explicit screenshot placement notes
Create both quick-answer FAQs and deeper troubleshooting guides
Add clear search keywords, synonyms, and recommended tags for SEO
Instrument articles with click-through and deflection metrics for iteration

Example use cases

Identify top 10 recurring account-login issues and create an FAQ + troubleshooting guide
Convert a 12-message ticket into a step-by-step onboarding tutorial with screenshots
Produce a 60–90 second video script for a common setup flow and mark key frames for recording
Optimize existing docs by adding search-focused headings, alt text, and common query phrasing
Set up weekly deflection reports showing tickets avoided after publishing new articles

FAQ

A sample set of recent support tickets, priority tags, and any existing knowledge articles or documentation style guidelines.

How are screenshot and video placements specified?

Each tutorial step includes a short note like 'Screenshot: capture settings page showing toggle X' and optional timecodes or frame notes for video scripts.

How do you measure self-service deflection?

Use baseline ticket counts for topics, then track changes after publishing using ticket tags, search-to-article click rates, and ticket sources marked as 'found article'.