knowledge-base

name	knowledge-base
displayName	Knowledge Base Management
tagline	Create and maintain a self-service knowledge base with articles, FAQs, and troubleshooting guides.
description	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.
department	["Customer Support","Product"]
use_cases	["Knowledge Management","Self-service","Content Creation"]
tools_required	["Zendesk MCP","Intercom MCP"]
agents_compatible	["Claude / Claude Code","Cursor","Windsurf","ChatGPT","Any MCP-compatible agent"]
author	Webrix
verified	true
updatedAt	"2026-05-08T00:00:00.000Z"
version	1.0.0
exampleInput	Analyze support tickets to find knowledge base gaps. Generate draft articles for the top 5 missing topics.
exampleOutput	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 "API rate limiting explained" — 62 tickets/month — OUTDATED article 3.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%)

Knowledge Base Management

Create and maintain a self-service knowledge base with articles, FAQs, and troubleshooting guides.

Integrations: Zendesk, Intercom

When to Use

• The knowledge base needs new articles or updates
• Ticket deflection rate is below target
• The user mentions "knowledge base", "help articles", or "self-service content"

Steps

Step 1: Analyze Ticket Patterns

Identify common queries without matching knowledge base articles.

Step 2: Generate Draft Articles

Create article drafts from patterns in resolved tickets.

Step 3: Track Effectiveness

Monitor article views, helpfulness scores, and deflection impact.

Output

Deliver:

• Gap analysis with priority topics
• Draft articles for missing topics
• Deflection rate tracking and improvement plan