kwp-customer-support-kb-article-workflow

This is a workflow skill for the customer-support category.

Sub-Skills

The following skills are available in this workflow:

• rebyteai/kwp-customer-support-customer-research
• rebyteai/kwp-customer-support-escalation
• rebyteai/kwp-customer-support-knowledge-management
• rebyteai/kwp-customer-support-response-drafting
• rebyteai/kwp-customer-support-ticket-triage

Workflow Instructions

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? Use the article types from the knowledge-management skill (how-to, troubleshooting, FAQ, known issue, reference)

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 and formatting standards from the knowledge-management skill:

• 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
from the knowledge-management skill]

---

### 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?"