knowledge-base-article-writing

# Knowledge Base Article Writing Produce polished help center articles and FAQ entries that deflect support tickets by giving customers clear, self-serve answers. This skill turns support ticket patterns, product changes, and common questions into structured articles optimized for readability, search, and scannability, following documentation best practices for step-by-step guides, troubleshooting flows, and reference material. ## Workflow 1. **Identify topic from support data** — Mine support ticket trends, search analytics (what customers search for but don't find), and CSM feedback to find the highest-impact topics. Prioritize by ticket volume (articles addressing the top 10 question clusters deflect the most tickets), topic complexity (complex topics benefit most from written guides), and recency (new features or recent changes need documentation immediately). 2. **Research the solution** — Gather the authoritative answer from engineering docs, internal wikis, product specs, and subject matter experts. Test the workflow yourself end-to-end in the product to verify accuracy. Document the exact UI text, button labels, and navigation paths as they appear in the current product version. Note any prerequisites, required permissions, or plan-tier restrictions. 3. **Structure the article** — Follow a consistent template: **Title** (action-oriented, matches how customers search), **Summary** (1-2 sentence answer for scanning), **Prerequisites** (what the reader needs before ...