Knowledge Base Management

Updated May 13, 2026

What this skill does

Manages a customer-facing knowledge base with article creation, content organization, and gap analysis. Identifies missing articles based on support ticket patterns, generates draft articles from resolved tickets, and tracks article effectiveness by deflection rate and helpfulness scores.

Example

PROMPT

Analyze support tickets to find knowledge base gaps. Generate draft articles for the top 5 missing topics.

OUTPUT

Knowledge Base Gap Analysis CURRENT STATE Total Articles: 145 Monthly Views: 28,000 Ticket Deflection: 32% (target: 45%) TOP GAPS (tickets without KB match) 1. "How to set up SSO with Okta" — 85 tickets/month — NO ARTICLE 2. "API rate limiting explained" — 62 tickets/month — OUTDATED article 3. "Migrating from v2 to v3" — 48 tickets/month — NO ARTICLE 4. "Custom webhook configuration" — 35 tickets/month — NO ARTICLE 5. "Team permissions breakdown" — 30 tickets/month — INCOMPLETE article DRAFT ARTICLES GENERATED ✅ 5 draft articles created from resolved ticket patterns ✅ 2 existing articles flagged for update Estimated Impact: +8% deflection rate (to 40%)

Required Tools

Zendesk

Intercom

Compatible Agents

Claude

Cursor

Windsurf

ChatGPT

Any MCP-compatible agent

Add to your agent

Download Skill

Or install via CLI:
$ npx skills add webrix-ai/agent-skills --skill knowledge-base

Deploy Org-wide

Provision to teams via RBAC

Identity-aware execution

Signed & verified skills

Full audit trail

Auto-bundled with required MCP servers

Use with

Free for up to 5 users

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