support-knowledge-management

---
name: support-knowledge-management
description: Write and maintain knowledge base articles from resolved support issues. Create searchable, scannable how-to guides and troubleshooting docs.
---

# Support Knowledge Management

Create, organize, and maintain support knowledge base (KB) content. Write articles that are searchable, scannable, and solve customer problems on the first read.

## Article Structure

### Universal Elements

1. **Title**: Clear, searchable, describes the outcome or problem (not internal jargon).
2. **Overview**: 1-2 sentences explaining what this article covers.
3. **Body**: Structured content (steps, lists, code blocks).
4. **Metadata**: Category, tags, audience.

### Formatting Rules

- Use **H2/H3 headers** to break content.
- Use **numbered lists** for steps.
- Use **bullet lists** for options/items.
- Use **bold** for UI elements and key terms.
- Use **code blocks** for commands/errors.
- Keep paragraphs short (2-4 sentences).

## Common Article Types

### How-to Article Template

```markdown
# 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

- [Issue]: [Fix]
```

### Troubleshooting Article Template

```markdown
# Fix: [Symptom or Error Message]

## Symptoms

[Description of what the user sees]

## Cause

[Explanation of why this happens]

## Resolution

1. [Step 1]
2. [Step 2]

## Prevention

[How to avoid this in the future]
```

## Search Optimization

- **Include exact error messages** in the text.
- **Use customer language**, not just internal terms.
- **Add synonyms** (e.g., "delete" and "remove").
- **Start with a summary** that restates the problem.