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Task Packs

Marketing Foundation

Compact two-skill starter: clarify positioning and choose a lead magnet. Use Marketing Launch for the broader eight-skill go-to-market workflow.

Marketing Launch

Build an evidence-led marketing plan from ICP and competition through positioning, campaigns, growth and measurement.

Agent Audit Essentials

Diagnose architecture and context, plan agent-team responsibilities, then organize project context and session handoffs. Memory and cost-runtime reviews remain outside this pack.

Conversion and Activation Review

Review the journey from landing page and lead capture through registration, first value and transparent upgrades.

Campaign Content and Brand Review

Plan a campaign, draft its channel content and review the work against actual brand guidance.

Content and Launch Planning

Prioritize an editorial roadmap and plan how to launch and distribute it across suitable channels.

Customer, Market and Community Research

Understand customer needs, compare competitors and plan a community around real member value.

Lead Magnet to Lifecycle Nurture

Choose a relevant lead magnet, then draft a permission-based nurture journey with entry, suppression and exit rules.

API Contract and Observability

Define the API contract, then plan how to observe its latency, failures and retries. Guidance and checklist; no production changes.

Data Analysis Foundation

Profile a dataset, choose and interpret statistical methods, then validate calculations and conclusions before sharing.

B2B Outreach Foundation

Define the target account, prioritize buying signals, plan a human LinkedIn engagement routine and prepare evidence-led responses to buyer concerns.

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01 · Category

What the MCP returns at this step

02 · Customer Support · Knowledge Base

Anthropic Support Knowledge-Base Article

Drafts a support knowledge-base article from verified issue context.

customer-supportknowledge-basesupport-documentationhelp-centerkundensupportwissensdatenbank

Anthropic Support Knowledge-Base Article · Original SKILL.md

---
name: kb-article
description: Draft a knowledge base article from a resolved issue or common question. Use when a ticket resolution is worth documenting for self-service, the same question keeps coming up, a workaround needs to be published, or a known issue should be communicated to customers.
argument-hint: "<resolved issue or ticket>"
---

# /kb-article

> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md).

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

```
/kb-article <resolved issue, ticket reference, or topic description>
```

Examples:
- `/kb-article How to configure SSO with Okta — resolved this for 3 customers last month`
- `/kb-article Ticket #4521 — customer couldn't export data over 10k rows`
- `/kb-article Common question: how to set up webhook notifications`
- `/kb-article Known issue: dashboard charts not loading on Safari 16`

## Workflow

### 1. Understand the Source Material

Parse the input to identify:

- **What was the problem?** The original issue, question, or error
- **What was the solution?** The resolution, workaround, or answer
- **Who does this affect?** User type, plan level, or configuration
- **How common is this?** One-off or recurring issue
- **What article type fits best?** How-to, troubleshooting, FAQ, known issue, or reference (see article types below)

If a ticket reference is provided, look up the full context:

- **~~support platform**: Pull the ticket thread, resolution, and any internal notes
- **~~knowledge base**: Check if a similar article already exists (update vs. create new)
- **~~project tracker**: Check if there's a related bug or feature request

### 2. Draft the Article

Using the article structure, formatting standards, and searchability best practices below:

- Follow the template for the chosen article type (how-to, troubleshooting, FAQ, known issue, or reference)
- Apply the searchability best practices: customer-language title, plain-language opening sentence, exact error messages, common synonyms
- Keep it scannable: headers, numbered steps, short paragraphs

### 3. Generate the Article

Present the draft with metadata:

```
## KB Article Draft

**Title:** [Article title]
**Type:** [How-to / Troubleshooting / FAQ / Known Issue / Reference]
**Category:** [Product area or topic]
**Tags:** [Searchable tags]
**Audience:** [All users / Admins / Developers / Specific plan]

---

[Full article content — using the appropriate template below]

---

### Publishing Notes
- **Source:** [Ticket #, customer conversation, or internal discussion]
- **Existing articles to update:** [If this overlaps with existing content]
- **Review needed from:** [SME or team if technical accuracy needs verification]
- **Suggested review date:** [When to revisit for accuracy]
```

### 4. Offer Next Steps

After generating the article:
- "Want me to check if a similar article already exists in your ~~knowledge base?"
- "Should I adjust the technical depth for a different audience?"
- "Want me to draft a companion article (e.g., a how-to to go with this troubleshooting guide)?"
- "Should I create an internal-only version with additional technical detail?"

---

## Article Structure and Formatting Standards

### Universal Article Elements

Every KB article should include:

1. **Title**: Clear, searchable, describes the outcome or problem (not internal jargon)
2. **Overview**: 1-2 sentences explaining what this article covers and who it's for
3. **Body**: Structured content appropriate to the article type
4. **Related articles**: Links to relevant companion content
5. **Metadata**: Category, tags, audience, last updated date

### Formatting Rules

- **Use headers (H2, H3)** to break content into scannable sections
- **Use numbered lists** for sequential steps
- **Use bullet lists** for non-sequential items
- **Use bold** for UI element names, key terms, and emphasis
- **Use code blocks** for commands, API calls, error messages, and configuration values
- **Use tables** for comparisons, options, or reference data
- **Use callouts/notes** for warnings, tips, and important caveats
- **Keep paragraphs short** — 2-4 sentences max
- **One idea per section** — if a section covers two topics, split it

## Writing for Searchability

Articles are useless if customers can't find them. Optimize every article for search:

### Title Best Practices

| Good Title | Bad Title | Why |
|------------|-----------|-----|
| "How to configure SSO with Okta" | "SSO Setup" | Specific, includes the tool name customers search for |
| "Fix: Dashboard shows blank page" | "Dashboard Issue" | Includes the symptom customers experience |
| "API rate limits and quotas" | "API Information" | Includes the specific terms customers search for |
| "Error: 'Connection refused' when importing data" | "Import Problems" | Includes the exact error message |

### Keyword Optimization

- **Include exact error messages** — customers copy-paste error text into search
- **Use customer language**, not internal terminology — "can't log in" not "authentication failure"
- **Include common synonyms** — "delete/remove", "dashboard/home page", "export/download"
- **Add alternate phrasings** — address the same issue from different angles in the overview
- **Tag with product areas** — make sure category and tags match how customers think about the product

### Opening Sentence Formula

Start every article with a sentence that restates the problem or task in plain language:

- **How-to**: "This guide shows you how to [accomplish X]."
- **Troubleshooting**: "If you're seeing [symptom], this article explains how to fix it."
- **FAQ**: "[Question in the customer's words]? Here's the answer."
- **Known issue**: "Some users are experiencing [symptom]. Here's what we know and how to work around it."

## Article Type Templates

### How-to Articles

**Purpose**: Step-by-step instructions for accomplishing a task.

**Structure**:
```
# 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]

## Related Articles
- [Links]
```

**Best practices**:
- Start each step with a verb
- Include the specific path: "Go to Settings > Integrations > API Keys"
- Mention what the user should see after each step ("You should see a green confirmation banner")
- Test the steps yourself or verify with a recent ticket resolution

### Troubleshooting Articles

**Purpose**: Diagnose and resolve a specific problem.

**Structure**:
```
# [Problem description — what the user sees]

## Symptoms
- [What the user observes]

## Cause
[Why this happens — brief, non-jargon explanation]

## Solution
### Option 1: [Primary fix]
[Steps]

### Option 2: [Alternative if Option 1 doesn't work]
[Steps]

## Prevention
[How to avoid this in the future]

## Still Having Issues?
[How to get help]
```

**Best practices**:
- Lead with symptoms, not causes — customers search for what they see
- Provide multiple solutions when possible (most likely fix first)
- Include a "Still having issues?" section that points to support
- If the root cause is complex, keep the customer-facing explanation simple

### FAQ Articles

**Purpose**: Quick answer to a common question.

**Structure**:
```
# [Question — in the customer's words]

[Direct answer — 1-3 sentences]

## Details
[Additional context, nuance, or explanation if needed]

## Related Questions
- [Link to related FAQ]
- [Link to related FAQ]
```

**Best practices**:
- Answer the question in the first sentence
- Keep it concise — if the answer needs a walkthrough, it's a how-to, not an FAQ
- Group related FAQs and link between them

### Known Issue Articles

**Purpose**: Document a known bug or limitation with a workaround.

**Structure**:
```
# [Known Issue]: [Brief description]

**Status:** [Investigating / Workaround Available / Fix In Progress / Resolved]
**Affected:** [Who/what is affected]
**Last updated:** [Date]

## Symptoms
[What users experience]

## Workaround
[Steps to work around the issue, or "No workaround available"]

## Fix Timeline
[Expected fix date or current status]

## Updates
- [Date]: [Update]
```

**Best practices**:
- Keep the status current — nothing erodes trust faster than a stale known issue article
- Update the article when the fix ships and mark as resolved
- If resolved, keep the article live for 30 days for customers still searching the old symptoms

## Review and Maintenance Cadence

Knowledge bases decay without maintenance. Follow this schedule:

| Activity | Frequency | Who |
|----------|-----------|-----|
| **New article review** | Before publishing | Peer review + SME for technical content |
| **Accuracy audit** | Quarterly | Support team reviews top-traffic articles |
| **Stale content check** | Monthly | Flag articles not updated in 6+ months |
| **Known issue updates** | Weekly | Update status on all open known issues |
| **Analytics review** | Monthly | Check which articles have low helpfulness ratings or high bounce rates |
| **Gap analysis** | Quarterly | Identify top ticket topics without KB articles |

### Article Lifecycle

1. **Draft**: Written, needs review
2. **Published**: Live and available to customers
3. **Needs update**: Flagged for revision (product change, feedback, or age)
4. **Archived**: No longer relevant but preserved for reference
5. **Retired**: Removed from the knowledge base

### When to Update vs. Create New

**Update existing** when:
- The product changed and steps need refreshing
- The article is mostly right but missing a detail
- Feedback indicates customers are confused by a specific section
- A better workaround or solution was found

**Create new** when:
- A new feature or product area needs documentation
- A resolved ticket reveals a gap — no article exists for this topic
- The existing article covers too many topics and should be split
- A different audience needs the same information explained differently

## Linking and Categorization Taxonomy

### Category Structure

Organize articles into a hierarchy that matches how customers think:

```
Getting Started
├── Account setup
├── First-time configuration
└── Quick start guides

Features & How-tos
├── [Feature area 1]
├── [Feature area 2]
└── [Feature area 3]

Integrations
├── [Integration 1]
├── [Integration 2]
└── API reference

Troubleshooting
├── Common errors
├── Performance issues
└── Known issues

Billing & Account
├── Plans and pricing
├── Billing questions
└── Account management
```

### Linking Best Practices

- **Link from troubleshooting to how-to**: "For setup instructions, see [How to configure X]"
- **Link from how-to to troubleshooting**: "If you encounter errors, see [Troubleshooting X]"
- **Link from FAQ to detailed articles**: "For a full walkthrough, see [Guide to X]"
- **Link from known issues to workarounds**: Keep the chain from problem to solution short
- **Use relative links** within the KB — they survive restructuring better than absolute URLs
- **Avoid circular links** — if A links to B, B shouldn't link back to A unless both are genuinely useful entry points

## KB Writing Best Practices

1. Write for the customer who is frustrated and searching for an answer — be clear, direct, and helpful
2. Every article should be findable through search using the words a customer would type
3. Test your articles — follow the steps yourself or have someone unfamiliar with the topic follow them
4. Keep articles focused — one problem, one solution. Split if an article is growing too long
5. Maintain aggressively — a wrong article is worse than no article
6. Track what's missing — every ticket that could have been a KB article is a content gap
7. Measure impact — articles that don't get traffic or don't reduce tickets need to be improved or retired

When to use

Use for the stated task with user-supplied, authorized business context.

Requirements

This source can refer to connectors, files, accounts, or related skills. They are not bundled, connected, or authorized by this catalog entry. Keep findings tied to supplied evidence.

Starting prompt

Use the skill below for [TASK]. Ask for missing context, distinguish facts from assumptions, and do not connect accounts, send messages, or make external changes unless the user explicitly requests and authorizes them.

Not for

Automatic connector use, account access, sending, publishing, record changes, or claims unsupported by supplied evidence.

What M11 added

M11 added German-ready routing metadata, source attribution, integrity tracking and explicit boundaries around connectors and external actions. The original Apache-2.0 skill is retained unchanged.

Original authorship remains with anthropics/knowledge-work-plugins · Original source ↗

Original license & copyright

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  Syntax-file, code seperations,code vault integeted with css definition.
Pre-recordec, pre-tested, elements to capture elements into Packeted-User-Relations to capture - [

pre-requisites, statements, recorded-cams
, cams-data
, data, input()

]

Source SHA-256: cfc300f5ecc5128910a8ff04514d565a45ca9178bf1dc2a40cc40e2ce4db9292
Snapshot checked: 2026-10-05T00:00:00.000Z

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