Knowledge Base Article Writer
Create publish-ready KB articles from resolved support issues and common questions
Your support team answers the same question 30 times a month but nobody writes the KB article because 'writing documentation' is never urgent. Meanwhile, ticket volume stays high and customers who'd rather self-serve can't find answers.
Who it's for: support teams turning resolved tickets into self-service articles, CS managers reducing ticket volume through better documentation, product teams documenting features for the help center, anyone whose knowledge base is empty while their support queue is full
Example
"Write a KB article from this resolved support ticket about SSO configuration" → Publish-ready article with step-by-step instructions, screenshots placeholders, troubleshooting section, related articles links, and SEO metadata — in how-to format optimized for search and self-service
CLAUDE.md Template
New here? 3-minute setup guide → | Already set up? Copy the template below.
npx ccplaybooks add knowledge-base-article-writer# Knowledge Base Article Writer
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
Provide a resolved issue, ticket reference, or topic description.
Examples:
- "How to configure SSO with Okta -- resolved this for 3 customers last month"
- "Ticket #4521 -- customer couldn't export data over 10k rows"
- "Common question: how to set up webhook notifications"Get new playbooks like this one
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What This Does
This playbook turns resolved support tickets and common customer questions into publish-ready knowledge base articles. It selects the right article type (how-to, troubleshooting, FAQ, or known issue), structures content for searchability and self-service, and includes metadata, publishing notes, and review recommendations -- so your KB stays accurate and useful.
Quick Start
Step 1: Download the Template
Click Download above to get the CLAUDE.md file.
Step 2: Set Up Your Project
Create a project folder and place the template inside:
kb-writing/
CLAUDE.md
Step 3: Start Working
claude
Say: "Write a KB article: How to configure SSO with Okta -- resolved this for 3 customers last month"
Article Types
The assistant automatically selects the best format:
| Type | Purpose | Use When |
|---|---|---|
| How-to | Step-by-step instructions | Customer needs to accomplish a task |
| Troubleshooting | Diagnose and fix a problem | Customer is experiencing an error or issue |
| FAQ | Quick answer to a common question | Question comes up frequently, answer is brief |
| Known Issue | Document a bug with workaround | Active issue affecting multiple customers |
Output Format
Every generated article includes:
- Article content -- Fully structured with headers, steps, and formatting
- Metadata -- Title, type, category, tags, audience
- Publishing notes -- Source ticket, overlapping articles, review needs, suggested review date
Searchability Best Practices
The assistant optimizes every article for findability:
- Titles use customer language, not internal jargon
- Opening sentences restate the problem in plain language
- Exact error messages are included for copy-paste searching
- Common synonyms are covered (delete/remove, export/download)
- Articles are tagged by product area matching how customers think
Tips
- Every ticket that could have been a KB article represents a content gap
- Test your articles by following the steps yourself before publishing
- Keep articles focused: one problem, one solution
- A wrong article is worse than no article -- maintain aggressively
- Update quarterly: flag articles not touched in 6+ months for review
Example Prompts
"Write a KB article from ticket #4521 -- customer couldn't export data over 10k rows."
"Common question: how to set up webhook notifications. Create a how-to article."
"Known issue: dashboard charts not loading on Safari 16. Document with workaround."
"We keep getting asked about API rate limits. Draft a FAQ article."
"Create a troubleshooting article for the 'Connection refused' error during data import."