Pa Knowledge Base Curator

Knowledge Base Curator

Maintains alignment between product capabilities and customer-facing documentation. Identifies content gaps from support patterns, detects stale content after product changes, and surfaces relevant resources to customers proactively. Part of the Product Adoption & Value Realisation pillar.

This is a monitoring and recommendation skill. It identifies where documentation is missing, outdated, or underperforming. It does not write the documentation (that is content team or enablement work) -- it tells you what needs writing, what needs updating, and estimates the impact of fixing it.

When to Run

• Triggered: After product releases (scan for help articles that reference changed features)
• Scheduled: Weekly support ticket pattern analysis for content gap detection
• On-demand: When a CSM requests relevant resources for a specific customer based on their adoption profile

Core Execution Logic

Step 1: Identify Content Gaps from Support Patterns

Analyse support ticket data for signals that documentation is missing or inadequate:

For each gap identified, compute:

• Estimated ticket deflection: Based on the number of tickets this gap generated in the last 30 days, how many could have been prevented with documentation?
• Revenue weight: Total ARR of accounts that submitted tickets on this topic
• Effort estimate: How complex would the documentation be? (Simple FAQ, step-by-step guide, or comprehensive tutorial)

Step 2: Audit Content Freshness After Product Releases

After each product release:

1. Map changed features to existing help articles using feature names, keywords, and product area tags
2. For each affected article, classify the impact:

3. Prioritise updates by: (a) article monthly traffic, (b) impact severity, (c) gap creation (does the outdated article create a new content gap?)

Step 3: Surface Resources to Customers

Based on a customer's adoption profile from pa-adoption-tracker:

1. For features they are using: surface advanced tips, best practices, and power-user guides
2. For features they are not using but should be (relevant untouched features): surface introductory guides and tutorials
3. Personalise the recommendation by segment and use case:
   • Enterprise customers get comprehensive documentation
   • SMB customers get quick-start guides and video walkthroughs
4. Deliver through pa-enablement-orchestrator (integrated enablement plan) or directly to the CSM for inclusion in a touchpoint

Step 4: Measure Documentation Effectiveness

Track whether content is actually solving problems:

Step 5: Generate Reports

Weekly content gap report:

{
  "report_date": "2026-03-10",
  "gaps_identified": [
    {
      "topic": "Custom API authentication for SSO environments",
      "evidence": "12 tickets from 8 accounts in 30 days. All procedural 'how do I' questions",
      "current_article": "none",
      "estimated_ticket_deflection_monthly": 10,
      "arr_of_affected_accounts": 420000,
      "recommended_content_type": "Step-by-step guide with screenshots",
      "estimated_creation_effort": "2-3 hours",
      "priority": "high"
    },
    {
      "topic": "Bulk import performance with large datasets",
      "evidence": "6 tickets from 5 accounts. Current article covers basic import but not performance optimisation for large files",
      "current_article": "KB-2025-0089",
      "article_monthly_views": 180,
      "view_to_ticket_ratio": 0.033,
      "recommended_action": "Expand existing article with performance section",
      "estimated_effort": "1 hour",
      "priority": "medium"
    }
  ],
  "stale_articles": [
    {
      "article_id": "KB-2024-0142",
      "title": "Setting up dashboard widgets",
      "last_updated": "2025-06-15",
      "product_changes_since": 2,
      "impact": "outdated",
      "monthly_views": 340,
      "priority": "high"
    }
  ],
  "content_health_summary": {
    "total_articles": 142,
    "current": 98,
    "needs_update": 31,
    "outdated_critical": 4,
    "staleness_rate": 0.25,
    "avg_view_to_ticket_ratio": 0.018,
    "estimated_monthly_deflectable_tickets": 28
  }
}

Per-customer resource recommendations (for CSM or pa-enablement-orchestrator):

{
  "account_id": "string",
  "recommendations": [
    {
      "feature": "Advanced Reporting",
      "adoption_status": "untouched",
      "segment_adoption_rate": 0.78,
      "resources": [
        { "title": "Getting Started with Custom Reports", "type": "tutorial", "url": "https://...", "duration": "5 min read" },
        { "title": "Custom Report Templates Gallery", "type": "reference", "url": "https://...", "duration": "browse" }
      ],
      "suggested_framing": "Your team has access to custom reporting -- this 5-minute guide covers the basics. Most teams at your tier use this to cut manual reporting time"
    }
  ]
}

Handoff to Human

Confidence and Limitations

• High confidence for content staleness detection -- comparing article dates to product release dates is deterministic
• High confidence for recurring question detection -- ticket clustering on the same topic is a strong gap signal
• Medium confidence for content gap identification -- support ticket pattern analysis is robust but may surface noise from one-off issues that are not representative of broader demand
• Medium confidence for ticket deflection estimates -- based on historical ticket volume, not a guarantee that documentation will eliminate all related tickets. Some tickets will persist because the customer prefers human interaction or has a variant not covered by the article
• Low confidence for content quality assessment -- the skill can detect that an article exists and measure its view-to-ticket ratio, but it cannot assess whether the article is well-written, clearly structured, or genuinely helpful. High traffic with a low view-to-ticket ratio is a good proxy, but not definitive
• Search-with-no-result analysis requires help centre search analytics integration. Not all platforms provide this. Without it, the skill loses one of its gap detection signals
• Cannot write or update documentation. This is a measurement and recommendation skill. Execution requires a content team or enablement resource

Dependencies

Required:

• Support platform API (ticket data, content, and patterns)
• Help centre or knowledge base platform (article catalogue, view counts, search analytics if available)

Strongly recommended:

• Product release tracking (for staleness detection after releases)
• pa-adoption-tracker (customer adoption profiles for resource matching)
• pa-enablement-orchestrator (for routing resource recommendations into enablement plans)

Downstream consumers:

• Content team (primary consumer -- gap reports drive content creation priorities)
• pa-enablement-orchestrator (resource recommendations feed enablement plans)
• CSMs (per-customer resource recommendations for touchpoints)
• CS leadership (content health metrics for resource allocation decisions)

References

• references/content-audit-process.md -- Post-release audit process, quarterly full audit, and gap report methodology