| 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 "API rate limiting explained" — 62 tickets/month — OUTDATED article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
