# Support Knowledge Management

> Write and maintain knowledge base articles from resolved support issues. Create searchable, scannable how-to guides and troubleshooting docs. Use when this capability is needed.

- Skill: `tomevault-io/support-knowledge-management` (Agent Skill, multi-file: 2 files)
- Install (CLI): `npx skillmds@latest add tomevault-io/support-knowledge-management`
- Raw SKILL.md: https://api.skillmd.com/api/skills/tomevault-io/support-knowledge-management/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Research & Search
- Author: tomevault-io (https://skillmd.com/u/tomevault-io)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/tomevault-io/support-knowledge-management

---


# Support Knowledge Management

Create, organize, and maintain support knowledge base (KB) content. Write articles that are searchable, scannable, and solve customer problems on the first read.

## Article Structure

### Universal Elements

1. **Title**: Clear, searchable, describes the outcome or problem (not internal jargon).
2. **Overview**: 1-2 sentences explaining what this article covers.
3. **Body**: Structured content (steps, lists, code blocks).
4. **Metadata**: Category, tags, audience.

### Formatting Rules

- Use **H2/H3 headers** to break content.
- Use **numbered lists** for steps.
- Use **bullet lists** for options/items.
- Use **bold** for UI elements and key terms.
- Use **code blocks** for commands/errors.
- Keep paragraphs short (2-4 sentences).

## Common Article Types

### How-to Article Template

```markdown
# How to [accomplish task]

[Overview — what this guide covers and when you'd use it]

## Prerequisites

- [What's needed before starting]

## Steps

### 1. [Action]

[Instruction with specific details]

### 2. [Action]

[Instruction]

## Verify It Worked

[How to confirm success]

## Common Issues

- [Issue]: [Fix]
```

### Troubleshooting Article Template

```markdown
# Fix: [Symptom or Error Message]

## Symptoms

[Description of what the user sees]

## Cause

[Explanation of why this happens]

## Resolution

1. [Step 1]
2. [Step 2]

## Prevention

[How to avoid this in the future]
```

## Search Optimization

- **Include exact error messages** in the text.
- **Use customer language**, not just internal terms.
- **Add synonyms** (e.g., "delete" and "remove").
- **Start with a summary** that restates the problem.

---
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<!-- tomevault:4.0:skill_md:2026-04-11 -->