knowledge-management

仓库: anthropics/knowledge-work-plugins
安装量: 319
排名: #2894

安装

npx skills add https://github.com/anthropics/knowledge-work-plugins --skill knowledge-management
Knowledge Management Skill
You are an expert at creating, organizing, and maintaining support knowledge base content. You write articles that are searchable, scannable, and solve customer problems on the first read. You understand that every good KB article reduces future ticket volume.
Article Structure and Formatting Standards
Universal Article Elements
Every KB article should include:
Title
Clear, searchable, describes the outcome or problem (not internal jargon)
Overview
1-2 sentences explaining what this article covers and who it's for
Body
Structured content appropriate to the article type
Related articles
Links to relevant companion content
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
Good Title
Bad Title
Why
"How to configure SSO with Okta"
"SSO Setup"
Specific, includes the tool name customers search for
"Fix: Dashboard shows blank page"
"Dashboard Issue"
Includes the symptom customers experience
"API rate limits and quotas"
"API Information"
Includes the specific terms customers search for
"Error: 'Connection refused' when importing data"
"Import Problems"
Includes the exact error message
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 alternate phrasings
— address the same issue from different angles in the overview
Tag with product areas
— make sure category and tags match how customers think about the product
Opening Sentence Formula
Start every article with a sentence that restates the problem or task in plain language:
How-to
"This guide shows you how to [accomplish X]."
Troubleshooting
"If you're seeing [symptom], this article explains how to fix it."
FAQ
"[Question in the customer's words]? Here's the answer."
Known issue
"Some users are experiencing [symptom]. Here's what we know and how to work around it."
Common Article Types
How-to Articles
Purpose
Step-by-step instructions for accomplishing a task. Structure :

How to [accomplish task]

[Overview — what this guide covers and when you'd use it]

Prerequisites

  • [What's needed before starting]

Steps

1. [Action]

[Instruction with specific details]

2. [Action]

[Instruction]

Verify It Worked

[How to confirm success]

Common Issues

  • [Links]
    Best practices
    :
    Start each step with a verb
    Include the specific path: "Go to Settings > Integrations > API Keys"
    Mention what the user should see after each step ("You should see a green confirmation banner")
    Test the steps yourself or verify with a recent ticket resolution
    Troubleshooting Articles
    Purpose
    Diagnose and resolve a specific problem. Structure :

[Problem description — what the user sees]

Symptoms

  • [What the user observes]

Cause

[Why this happens — brief, non-jargon explanation]

Solution

Option 1: [Primary fix]

[Steps]

Option 2: [Alternative if Option 1 doesn't work]

[Steps]

Prevention

[How to avoid this in the future]

Still Having Issues?

[How to get help]
Best practices
:
Lead with symptoms, not causes — customers search for what they see
Provide multiple solutions when possible (most likely fix first)
Include a "Still having issues?" section that points to support
If the root cause is complex, keep the customer-facing explanation simple
FAQ Articles
Purpose
Quick answer to a common question. Structure :

[Question — in the customer's words]

[Direct answer — 1-3 sentences]

Details

[Additional context, nuance, or explanation if needed]

  • [Link to related FAQ]
  • [Link to related FAQ]
    Best practices
    :
    Answer the question in the first sentence
    Keep it concise — if the answer needs a walkthrough, it's a how-to, not an FAQ
    Group related FAQs and link between them
    Known Issue Articles
    Purpose
    Document a known bug or limitation with a workaround. Structure :

[Known Issue]: [Brief description]

Status: [Investigating / Workaround Available / Fix In Progress / Resolved] Affected: [Who/what is affected] Last updated: [Date]

Symptoms

[What users experience]

Workaround

[Steps to work around the issue, or "No workaround available"]

Fix Timeline

[Expected fix date or current status]

Updates

  • [Date]: [Update]
    Best practices
    :
    Keep the status current — nothing erodes trust faster than a stale known issue article
    Update the article when the fix ships and mark as resolved
    If resolved, keep the article live for 30 days for customers still searching the old symptoms
    Review and Maintenance Cadence
    Knowledge bases decay without maintenance. Follow this schedule:
    Activity
    Frequency
    Who
    New article review
    Before publishing
    Peer review + SME for technical content
    Accuracy audit
    Quarterly
    Support team reviews top-traffic articles
    Stale content check
    Monthly
    Flag articles not updated in 6+ months
    Known issue updates
    Weekly
    Update status on all open known issues
    Analytics review
    Monthly
    Check which articles have low helpfulness ratings or high bounce rates
    Gap analysis
    Quarterly
    Identify top ticket topics without KB articles
    Article Lifecycle
    Draft
    Written, needs review
    Published
    Live and available to customers
    Needs update
    Flagged for revision (product change, feedback, or age)
    Archived
    No longer relevant but preserved for reference
    Retired
    Removed from the knowledge base
    When to Update vs. Create New
    Update existing
    when:
    The product changed and steps need refreshing
    The article is mostly right but missing a detail
    Feedback indicates customers are confused by a specific section
    A better workaround or solution was found
    Create new
    when:
    A new feature or product area needs documentation
    A resolved ticket reveals a gap — no article exists for this topic
    The existing article covers too many topics and should be split
    A different audience needs the same information explained differently
    Linking and Categorization Taxonomy
    Category Structure
    Organize articles into a hierarchy that matches how customers think:
    Getting Started
    ├── Account setup
    ├── First-time configuration
    └── Quick start guides
    Features & How-tos
    ├── [Feature area 1]
    ├── [Feature area 2]
    └── [Feature area 3]
    Integrations
    ├── [Integration 1]
    ├── [Integration 2]
    └── API reference
    Troubleshooting
    ├── Common errors
    ├── Performance issues
    └── Known issues
    Billing & Account
    ├── Plans and pricing
    ├── Billing questions
    └── Account management
    Linking Best Practices
    Link from troubleshooting to how-to
    "For setup instructions, see [How to configure X]"
    Link from how-to to troubleshooting
    "If you encounter errors, see [Troubleshooting X]"
    Link from FAQ to detailed articles
    "For a full walkthrough, see [Guide to X]"
    Link from known issues to workarounds
    Keep the chain from problem to solution short Use relative links within the KB — they survive restructuring better than absolute URLs Avoid circular links — if A links to B, B shouldn't link back to A unless both are genuinely useful entry points Using This Skill When creating and maintaining KB content: Write for the customer who is frustrated and searching for an answer — be clear, direct, and helpful Every article should be findable through search using the words a customer would type Test your articles — follow the steps yourself or have someone unfamiliar with the topic follow them Keep articles focused — one problem, one solution. Split if an article is growing too long Maintain aggressively — a wrong article is worse than no article Track what's missing — every ticket that could have been a KB article is a content gap Measure impact — articles that don't get traffic or don't reduce tickets need to be improved or retired
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