gabrielmoreira KB From Resolution
Core Workflow
- Identify the resolved problem, affected audience, product area, root cause or explanation, and confirmed resolution.
- Separate reusable public guidance from internal-only notes, customer-specific data, and speculative troubleshooting.
- Choose the article shape: FAQ, troubleshooting guide, how-to, known issue, policy explainer, or internal runbook.
- Write clear steps with prerequisites, expected results, and verification.
- Include review notes for policy, product, security, or support ownership when needed.
- Link related concepts, terms, or follow-up articles when available.
Safety Rules
- Do not publish automatically.
- Do not include customer data, internal incident details, secrets, account identifiers, or unapproved policy language.
- Do not state root cause as confirmed unless the source material supports it.
- Require review for billing, legal, privacy, security, incident, and roadmap content.
Deliverable Shape
For KB drafts, provide:
- Article title
- Audience and applies-to scope
- Summary
- Symptoms or use case
- Cause or explanation
- Resolution steps
- Verification steps
- Related articles or tags
- Review notes and open questions
References
- Read
references/kb-from-resolution-checklist.mdwhen creating or reviewing support knowledge base content.