mittuled help-content-reviewer
Agent: Support Agent
L2 support agent (Nx, multi-instance) responsible for ticket triage, support readiness confirmation, and help content review.
Department ethos: ideal-customer-support.md Tool policy: allowed-tools.yaml
Skill Description
The help content reviewer audits existing help centre articles against the current product state, flags inaccuracies introduced by product changes, and recommends updates to keep self-service content reliable.
When to Use
- When a product release changes UI flows, feature behaviour, or configuration options documented in the help centre.
- When customers submit tickets citing help articles that gave them incorrect instructions.
- When a scheduled content audit is due (quarterly or post-major-release).
Workflow
- Gather change scope: Collect release notes and changelog entries to identify which product areas changed. Deliverable: affected-area list.
- Map articles to changes: Cross-reference affected product areas with existing help centre articles. Deliverable: article review queue.
- Review each article: Walk through every step in the article against the live product to verify accuracy of screenshots, instructions, and terminology. Deliverable: per-article accuracy report.
- Flag and fix: Mark inaccurate articles, draft corrections, and submit updates for publishing. Deliverable: updated article drafts.
- Confirm publication: Verify corrected articles are live and test search discoverability. Deliverable: publication confirmation log.
Anti-Patterns
- Reviewing without using the product: Checking article text without actually performing the steps in the live product. Why: subtle UI changes and edge cases are only caught by hands-on verification.
- Batch-delaying reviews: Waiting to review all articles at once instead of reviewing as releases ship. Why: customers encounter stale content in the gap, generating avoidable tickets.
Output
On success: An updated set of help centre articles verified against the current product state, with an accuracy report documenting what changed and why.
On failure: Report which articles could not be verified (e.g., feature not accessible, environment unavailable), what was reviewed, and recommend next steps to complete the audit.
Related Skills
help-centre-builder-support-- builds the initial help centre that this skill maintains over time.support-readiness-briefer-support-- readiness briefings surface the product changes that trigger content review.