/kb-article

If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md.

Draft a publish-ready knowledge base article from a resolved support issue, common question, or documented workaround. Structures the content for searchability and self-service.

Usage

/kb-article <resolved issue, ticket reference, or topic description>

Examples: - /kb-article How to configure SSO with Okta — resolved this for 3 customers last month - /kb-article Ticket #4521 — customer couldn't export data over 10k rows - /kb-article Common question: how to set up webhook notifications - /kb-article Known issue: dashboard charts not loading on Safari 16

Workflow

1. Understand the Source Material

Parse the input to identify:

• What was the problem? The original issue, question, or error
• What was the solution? The resolution, workaround, or answer
• Who does this affect? User type, plan level, or configuration
• How common is this? One-off or recurring issue
• What article type fits best? How-to, troubleshooting, FAQ, known issue, or reference (see article types below)

If a ticket reference is provided, look up the full context:

• ~~support platform: Pull the ticket thread, resolution, and any internal notes
• ~~knowledge base: Check if a similar article already exists (update vs. create new)
• ~~project tracker: Check if there's a related bug or feature request

2. Draft the Article

Using the article structure, formatting standards, and searchability best practices below:

• Follow the template for the chosen article type (how-to, troubleshooting, FAQ, known issue, or reference)
• Apply the searchability best practices: customer-language title, plain-language opening sentence, exact error messages, common synonyms
• Keep it scannable: headers, numbered steps, short paragraphs

3. Generate the Article

Present the draft with metadata:

## KB Article Draft

**Title:** [Article title]
**Type:** [How-to / Troubleshooting / FAQ / Known Issue / Reference]
**Category:** [Product area or topic]
**Tags:** [Searchable tags]
**Audience:** [All users / Admins / Developers / Specific plan]

---

[Full article content — using the appropriate template below]

---

### Publishing Notes
- **Source:** [Ticket #, customer conversation, or internal discussion]
- **Existing articles to update:** [If this overlaps with existing content]
- **Review needed from:** [SME or team if technical accuracy needs verification]
- **Suggested review date:** [When to revisit for accuracy]

4. Offer Next Steps

After generating the article: - "Want me to check if a similar article already exists in your ~~knowledge base?" - "Should I adjust the technical depth for a different audience?" - "Want me to draft a companion article (e.g., a how-to to go with this troubleshooting guide)?" - "Should I create an internal-only version with additional technical detail?"

Article Structure and Formatting Standards

Universal Article Elements

Every KB article should include:

1. Title: Clear, searchable, describes the outcome or problem (not internal jargon)
2. Overview: 1-2 sentences explaining what this article covers and who it's for
3. Body: Structured content appropriate to the article type
4. Related articles: Links to relevant companion content
5. Metadata: Category, tags, audience, last updated date

Formatting Rules

• Use headers (H2, H3) to break content into scannable sections
• Use numbered lists for sequential steps
• Use bullet lists for non-sequential items
• Use bold for UI element names, key terms, and emphasis
• Use code blocks for commands, API calls, error messages, and configuration values
• Use tables for comparisons, options, or reference data
• Use callouts/notes for warnings, tips, and important caveats
• Keep paragraphs short — 2-4 sentences max
• One idea per section — if a section covers two topics, split it

Writing for Searchability

Articles are useless if customers can't find them. Optimize every article for search:

Title Best Practices

Keyword Optimization

• Include exact error messages — customers copy-paste error text into search
• Use customer language, not internal terminology — "can't log in" not "authentication failure"
• Include common synonyms — "delete/remove", "dashboard/home page", "export/download"
• **Add al