Skills

Knowledge Base Management

verified
Last updatedUpdated May 27, 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

InputPROMPT

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

OutputOUTPUT
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 "API rate limiting explained" — 62 tickets/month — OUTDATED article 3.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

ZendeskZendesk
IntercomIntercom

Compatible Agents

ClaudeClaude
CursorCursor
WindsurfWindsurf
ChatGPTChatGPT
Any MCP-compatible agentAny MCP-compatible agent
Integration

Add to your agent

Download Skill

Or install via CLI:

$ npx skills add webrix-ai/agent-skills --skill knowledge-base

Enterprise

Deploy Org-wide

SSO readyProvision to teams via RBAC
SecurityIdentity-aware execution
ComplianceSigned & verified skills
AnalyticsFull audit trail
GovernanceAuto-bundled with required MCP servers
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Knowledge Base Management | Willow Marketplace