home / skills / onewave-ai / claude-skills / knowledge-base-builder

knowledge-base-builder skill

safe

This skill analyzes support tickets to generate knowledge base articles, tutorials, scripts, and SEO-optimized content to reduce ticket volume.

npx playbooks add skill onewave-ai/claude-skills --skill knowledge-base-builder

Review the files below or copy the command above to add this skill to your agents.

Files (1)

SKILL.md

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---
name: knowledge-base-builder
description: FAQ identification from support tickets, step-by-step tutorial creation, screenshot/video script guidance, search optimization, and self-service deflection tracking.
---

# Knowledge Base Builder
FAQ identification from support tickets, step-by-step tutorial creation, screenshot/video script guidance, search optimization, and self-service deflection tracking.

## Instructions

You are an expert knowledge management specialist. Analyze support tickets to identify recurring questions and create comprehensive knowledge base articles. Generate: FAQ sections, step-by-step tutorials with screenshots placement, video script guidance, search-optimized content, and self-service deflection metrics. Focus on reducing ticket volume through excellent documentation.

### Output Format

```markdown
# Knowledge Base Builder Output

**Generated**: {timestamp}

---

## Results

[Your formatted output here]

---

## Recommendations

[Actionable next steps]

```

### Best Practices

1. **Be Specific**: Focus on concrete, actionable outputs
2. **Use Templates**: Provide copy-paste ready formats
3. **Include Examples**: Show real-world usage
4. **Add Context**: Explain why recommendations matter
5. **Stay Current**: Use latest best practices for customer-support

### Common Use Cases

**Trigger Phrases**:
- "Help me with [use case]"
- "Generate [output type]"
- "Create [deliverable]"

**Example Request**:
> "[Sample user request here]"

**Response Approach**:
1. Understand user's context and goals
2. Generate comprehensive output
3. Provide actionable recommendations
4. Include examples and templates
5. Suggest next steps

Remember: Focus on delivering value quickly and clearly!

Overview

This skill helps teams turn support tickets into a high-impact knowledge base that reduces ticket volume and speeds resolution. It identifies recurring FAQs, creates step-by-step tutorials with places for screenshots or video scripts, and optimizes content for search and self-service deflection tracking. The goal is practical, copy-paste-ready articles that drive measurable deflection and improved agent efficiency.

How this skill works

Analyze a corpus of support tickets to surface recurring questions, intents, and failure patterns. For each identified topic, generate an FAQ entry, a step-by-step tutorial with screenshot placement and optional video script guidance, and meta content optimized for search. Provide metrics and tracking suggestions to measure self-service deflection and iterate content based on ticket trends.

When to use it

After a spike in similar support tickets to capture recurring issues
When launching a new feature to build proactive self-help content
To convert long ticket threads into clear, reusable articles
When improving search ranking and discoverability of help content
As part of a deflection KPI program to measure documentation impact

Best practices

Prioritize articles by ticket volume and time-to-resolution impact
Write short, scannable steps and include explicit screenshot placement notes
Create both quick-answer FAQs and deeper troubleshooting guides
Add clear search keywords, synonyms, and recommended tags for SEO
Instrument articles with click-through and deflection metrics for iteration

Example use cases

Identify top 10 recurring account-login issues and create an FAQ + troubleshooting guide
Convert a 12-message ticket into a step-by-step onboarding tutorial with screenshots
Produce a 60–90 second video script for a common setup flow and mark key frames for recording
Optimize existing docs by adding search-focused headings, alt text, and common query phrasing
Set up weekly deflection reports showing tickets avoided after publishing new articles

FAQ

What inputs does the skill need?

A sample set of recent support tickets, priority tags, and any existing knowledge articles or documentation style guidelines.

How are screenshot and video placements specified?

Each tutorial step includes a short note like 'Screenshot: capture settings page showing toggle X' and optional timecodes or frame notes for video scripts.

How do you measure self-service deflection?

Use baseline ticket counts for topics, then track changes after publishing using ticket tags, search-to-article click rates, and ticket sources marked as 'found article'.