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Use when a ticket resolution is worth documenting for self-service, the same question keeps coming up, a workaround needs to be published, or a known issue should be communicated to customers.","anthropics\u002Fknowledge-work-plugins","anthropics","https:\u002F\u002Favatars.githubusercontent.com\u002Fu\u002F76263028?v=4","01M697XGDPXJAVQ8391V2BCYTE","Anthropic","01M7188MPC48111TN566QNQE3X",35563,"Apache-2.0","https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins\u002Fblob\u002Fmain\u002Fcustomer-support\u002Fskills\u002Fkb-article\u002FSKILL.md",[18,23],{"categoryNo":19,"categoryName":20,"taxonomyType":21,"taxonomyTypeDesc":22},"01JBSEEDCAT000000000000018","写作与文案","SCENARIO","使用场景",{"categoryNo":24,"categoryName":25,"taxonomyType":26,"taxonomyTypeDesc":27},"01JBSEEDCAT000000000000036","内容创作者","PROFESSION","适用职业",[29,30,31,32,33,34,35,36,37,38,39,40,41,42,43,44,45,46,47],"article","kb article","kb","service","base","draft","resolution","use","for","issue","knowledge base","self","common","knowledge base article","when","question","knowledge","up","ticket","2026-11-10 10:12:30",false,"---\nname: kb-article\ndescription: Draft a knowledge base article from a resolved issue or common question. Use when a ticket resolution is worth documenting for self-service, the same question keeps coming up, a workaround needs to be published, or a known issue should be communicated to customers.\nargument-hint: \"\u003Cresolved issue or ticket>\"\n---\n\n# \u002Fkb-article\n\n> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](..\u002F..\u002FCONNECTORS.md).\n\nDraft a publish-ready knowledge base article from a resolved support issue, common question, or documented workaround. Structures the content for searchability and self-service.\n\n## Usage\n\n```\n\u002Fkb-article \u003Cresolved issue, ticket reference, or topic description>\n```\n\nExamples:\n- `\u002Fkb-article How to configure SSO with Okta — resolved this for 3 customers last month`\n- `\u002Fkb-article Ticket #4521 — customer couldn't export data over 10k rows`\n- `\u002Fkb-article Common question: how to set up webhook notifications`\n- `\u002Fkb-article Known issue: dashboard charts not loading on Safari 16`\n\n## Workflow\n\n### 1. Understand the Source Material\n\nParse the input to identify:\n\n- **What was the problem?** The original issue, question, or error\n- **What was the solution?** The resolution, workaround, or answer\n- **Who does this affect?** User type, plan level, or configuration\n- **How common is this?** One-off or recurring issue\n- **What article type fits best?** How-to, troubleshooting, FAQ, known issue, or reference (see article types below)\n\nIf a ticket reference is provided, look up the full context:\n\n- **~~support platform**: Pull the ticket thread, resolution, and any internal notes\n- **~~knowledge base**: Check if a similar article already exists (update vs. create new)\n- **~~project tracker**: Check if there's a related bug or feature request\n\n### 2. Draft the Article\n\nUsing the article structure, formatting standards, and searchability best practices below:\n\n- Follow the template for the chosen article type (how-to, troubleshooting, FAQ, known issue, or reference)\n- Apply the searchability best practices: customer-language title, plain-language opening sentence, exact error messages, common synonyms\n- Keep it scannable: headers, numbered steps, short paragraphs\n\n### 3. Generate the Article\n\nPresent the draft with metadata:\n\n```\n## KB Article Draft\n\n**Title:** [Article title]\n**Type:** [How-to \u002F Troubleshooting \u002F FAQ \u002F Known Issue \u002F Reference]\n**Category:** [Product area or topic]\n**Tags:** [Searchable tags]\n**Audience:** [All users \u002F Admins \u002F Developers \u002F Specific plan]\n\n---\n\n[Full article content — using the appropriate template below]\n\n---\n\n### Publishing Notes\n- **Source:** [Ticket #, customer conversation, or internal discussion]\n- **Existing articles to update:** [If this overlaps with existing content]\n- **Review needed from:** [SME or team if technical accuracy needs verification]\n- **Suggested review date:** [When to revisit for accuracy]\n```\n\n### 4. Offer Next Steps\n\nAfter generating the article:\n- \"Want me to check if a similar article already exists in your ~~knowledge base?\"\n- \"Should I adjust the technical depth for a different audience?\"\n- \"Want me to draft a companion article (e.g., a how-to to go with this troubleshooting guide)?\"\n- \"Should I create an internal-only version with additional technical detail?\"\n\n---\n\n## Article Structure and Formatting Standards\n\n### Universal Article Elements\n\nEvery KB article should include:\n\n1. **Title**: Clear, searchable, describes the outcome or problem (not internal jargon)\n2. **Overview**: 1-2 sentences explaining what this article covers and who it's for\n3. **Body**: Structured content appropriate to the article type\n4. **Related articles**: Links to relevant companion content\n5. **Metadata**: Category, tags, audience, last updated date\n\n### Formatting Rules\n\n- **Use headers (H2, H3)** to break content into scannable sections\n- **Use numbered lists** for sequential steps\n- **Use bullet lists** for non-sequential items\n- **Use bold** for UI element names, key terms, and emphasis\n- **Use code blocks** for commands, API calls, error messages, and configuration values\n- **Use tables** for comparisons, options, or reference data\n- **Use callouts\u002Fnotes** for warnings, tips, and important caveats\n- **Keep paragraphs short** — 2-4 sentences max\n- **One idea per section** — if a section covers two topics, split it\n\n## Writing for Searchability\n\nArticles are useless if customers can't find them. Optimize every article for search:\n\n### Title Best Practices\n\n| Good Title | Bad Title | Why |\n|------------|-----------|-----|\n| \"How to configure SSO with Okta\" | \"SSO Setup\" | Specific, includes the tool name customers search for |\n| \"Fix: Dashboard shows blank page\" | \"Dashboard Issue\" | Includes the symptom customers experience |\n| \"API rate limits and quotas\" | \"API Information\" | Includes the specific terms customers search for |\n| \"Error: 'Connection refused' when importing data\" | \"Import Problems\" | Includes the exact error message |\n\n### Keyword Optimization\n\n- **Include exact error messages** — customers copy-paste error text into search\n- **Use customer language**, not internal terminology — \"can't log in\" not \"authentication failure\"\n- **Include common synonyms** — \"delete\u002Fremove\", \"dashboard\u002Fhome page\", \"export\u002Fdownload\"\n- **Add alternate phrasings** — address the same issue from different angles in the overview\n- **Tag with product areas** — make sure category and tags match how customers think about the product\n\n### Opening Sentence Formula\n\nStart every article with a sentence that restates the problem or task in plain language:\n\n- **How-to**: \"This guide shows you how to [accomplish X].\"\n- **Troubleshooting**: \"If you're seeing [symptom], this article explains how to fix it.\"\n- **FAQ**: \"[Question in the customer's words]? Here's the answer.\"\n- **Known issue**: \"Some users are experiencing [symptom]. Here's what we know and how to work around it.\"\n\n## Article Type Templates\n\n### How-to Articles\n\n**Purpose**: Step-by-step instructions for accomplishing a task.\n\n**Structure**:\n```\n# How to [accomplish task]\n\n[Overview — what this guide covers and when you'd use it]\n\n## Prerequisites\n- [What's needed before starting]\n\n## Steps\n### 1. [Action]\n[Instruction with specific details]\n\n### 2. [Action]\n[Instruction]\n\n## Verify It Worked\n[How to confirm success]\n\n## Common Issues\n- [Issue]: [Fix]\n\n## Related Articles\n- [Links]\n```\n\n**Best practices**:\n- Start each step with a verb\n- Include the specific path: \"Go to Settings > Integrations > API Keys\"\n- Mention what the user should see after each step (\"You should see a green confirmation banner\")\n- Test the steps yourself or verify with a recent ticket resolution\n\n### Troubleshooting Articles\n\n**Purpose**: Diagnose and resolve a specific problem.\n\n**Structure**:\n```\n# [Problem description — what the user sees]\n\n## Symptoms\n- [What the user observes]\n\n## Cause\n[Why this happens — brief, non-jargon explanation]\n\n## Solution\n### Option 1: [Primary fix]\n[Steps]\n\n### Option 2: [Alternative if Option 1 doesn't work]\n[Steps]\n\n## Prevention\n[How to avoid this in the future]\n\n## Still Having Issues?\n[How to get help]\n```\n\n**Best practices**:\n- Lead with symptoms, not causes — customers search for what they see\n- Provide multiple solutions when possible (most likely fix first)\n- Include a \"Still having issues?\" section that points to support\n- If the root cause is complex, keep the customer-facing explanation simple\n\n### FAQ Articles\n\n**Purpose**: Quick answer to a common question.\n\n**Structure**:\n```\n# [Question — in the customer's words]\n\n[Direct answer — 1-3 sentences]\n\n## Details\n[Additional context, nuance, or explanation if needed]\n\n## Related Questions\n- [Link to related FAQ]\n- [Link to related FAQ]\n```\n\n**Best practices**:\n- Answer the question in the first sentence\n- Keep it concise — if the answer needs a walkthrough, it's a how-to, not an FAQ\n- Group related FAQs and link between them\n\n### Known Issue Articles\n\n**Purpose**: Document a known bug or limitation with a workaround.\n\n**Structure**:\n```\n# [Known Issue]: [Brief description]\n\n**Status:** [Investigating \u002F Workaround Available \u002F Fix In Progress \u002F Resolved]\n**Affected:** [Who\u002Fwhat is affected]\n**Last updated:** [Date]\n\n## Symptoms\n[What users experience]\n\n## Workaround\n[Steps to work around the issue, or \"No workaround available\"]\n\n## Fix Timeline\n[Expected fix date or current status]\n\n## Updates\n- [Date]: [Update]\n```\n\n**Best practices**:\n- Keep the status current — nothing erodes trust faster than a stale known issue article\n- Update the article when the fix ships and mark as resolved\n- If resolved, keep the article live for 30 days for customers still searching the old symptoms\n\n## Review and Maintenance Cadence\n\nKnowledge bases decay without maintenance. Follow this schedule:\n\n| Activity | Frequency | Who |\n|----------|-----------|-----|\n| **New article review** | Before publishing | Peer review + SME for technical content |\n| **Accuracy audit** | Quarterly | Support team reviews top-traffic articles |\n| **Stale content check** | Monthly | Flag articles not updated in 6+ months |\n| **Known issue updates** | Weekly | Update status on all open known issues |\n| **Analytics review** | Monthly | Check which articles have low helpfulness ratings or high bounce rates |\n| **Gap analysis** | Quarterly | Identify top ticket topics without KB articles |\n\n### Article Lifecycle\n\n1. **Draft**: Written, needs review\n2. **Published**: Live and available to customers\n3. **Needs update**: Flagged for revision (product change, feedback, or age)\n4. **Archived**: No longer relevant but preserved for reference\n5. **Retired**: Removed from the knowledge base\n\n### When to Update vs. Create New\n\n**Update existing** when:\n- The product changed and steps need refreshing\n- The article is mostly right but missing a detail\n- Feedback indicates customers are confused by a specific section\n- A better workaround or solution was found\n\n**Create new** when:\n- A new feature or product area needs documentation\n- A resolved ticket reveals a gap — no article exists for this topic\n- The existing article covers too many topics and should be split\n- A different audience needs the same information explained differently\n\n## Linking and Categorization Taxonomy\n\n### Category Structure\n\nOrganize articles into a hierarchy that matches how customers think:\n\n```\nGetting Started\n├── Account setup\n├── First-time configuration\n└── Quick start guides\n\nFeatures & How-tos\n├── [Feature area 1]\n├── [Feature area 2]\n└── [Feature area 3]\n\nIntegrations\n├── [Integration 1]\n├── [Integration 2]\n└── API reference\n\nTroubleshooting\n├── Common errors\n├── Performance issues\n└── Known issues\n\nBilling & Account\n├── Plans and pricing\n├── Billing questions\n└── Account management\n```\n\n### Linking Best Practices\n\n- **Link from troubleshooting to how-to**: \"For setup instructions, see [How to configure X]\"\n- **Link from how-to to troubleshooting**: \"If you encounter errors, see [Troubleshooting X]\"\n- **Link from FAQ to detailed articles**: \"For a full walkthrough, see [Guide to X]\"\n- **Link from known issues to workarounds**: Keep the chain from problem to solution short\n- **Use relative links** within the KB — they survive restructuring better than absolute URLs\n- **Avoid circular links** — if A links to B, B shouldn't link back to A unless both are genuinely useful entry points\n\n## KB Writing Best Practices\n\n1. Write for the customer who is frustrated and searching for an answer — be clear, direct, and helpful\n2. Every article should be findable through search using the words a customer would type\n3. Test your articles — follow the steps yourself or have someone unfamiliar with the topic follow them\n4. Keep articles focused — one problem, one solution. Split if an article is growing too long\n5. Maintain aggressively — a wrong article is worse than no article\n6. Track what's missing — every ticket that could have been a KB article is a content gap\n7. Measure impact — articles that don't get traffic or don't reduce tickets need to be improved or retired\n","# \u002Fkb-article\n\n> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](..\u002F..\u002FCONNECTORS.md).\n\nDraft a publish-ready knowledge base article from a resolved support issue, common question, or documented workaround. Structures the content for searchability and self-service.\n\n## Usage\n\n```\n\u002Fkb-article \u003Cresolved issue, ticket reference, or topic description>\n```\n\nExamples:\n- `\u002Fkb-article How to configure SSO with Okta — resolved this for 3 customers last month`\n- `\u002Fkb-article Ticket #4521 — customer couldn't export data over 10k rows`\n- `\u002Fkb-article Common question: how to set up webhook notifications`\n- `\u002Fkb-article Known issue: dashboard charts not loading on Safari 16`\n\n## Workflow\n\n### 1. Understand the Source Material\n\nParse the input to identify:\n\n- **What was the problem?** The original issue, question, or error\n- **What was the solution?** The resolution, workaround, or answer\n- **Who does this affect?** User type, plan level, or configuration\n- **How common is this?** One-off or recurring issue\n- **What article type fits best?** How-to, troubleshooting, FAQ, known issue, or reference (see article types below)\n\nIf a ticket reference is provided, look up the full context:\n\n- **~~support platform**: Pull the ticket thread, resolution, and any internal notes\n- **~~knowledge base**: Check if a similar article already exists (update vs. create new)\n- **~~project tracker**: Check if there's a related bug or feature request\n\n### 2. Draft the Article\n\nUsing the article structure, formatting standards, and searchability best practices below:\n\n- Follow the template for the chosen article type (how-to, troubleshooting, FAQ, known issue, or reference)\n- Apply the searchability best practices: customer-language title, plain-language opening sentence, exact error messages, common synonyms\n- Keep it scannable: headers, numbered steps, short paragraphs\n\n### 3. Generate the Article\n\nPresent the draft with metadata:\n\n```\n## KB Article Draft\n\n**Title:** [Article title]\n**Type:** [How-to \u002F Troubleshooting \u002F FAQ \u002F Known Issue \u002F Reference]\n**Category:** [Product area or topic]\n**Tags:** [Searchable tags]\n**Audience:** [All users \u002F Admins \u002F Developers \u002F Specific plan]\n\n---\n\n[Full article content — using the appropriate template below]\n\n---\n\n### Publishing Notes\n- **Source:** [Ticket #, customer conversation, or internal discussion]\n- **Existing articles to update:** [If this overlaps with existing content]\n- **Review needed from:** [SME or team if technical accuracy needs verification]\n- **Suggested review date:** [When to revisit for accuracy]\n```\n\n### 4. Offer Next Steps\n\nAfter generating the article:\n- \"Want me to check if a similar article already exists in your ~~knowledge base?\"\n- \"Should I adjust the technical depth for a different audience?\"\n- \"Want me to draft a companion article (e.g., a how-to to go with this troubleshooting guide)?\"\n- \"Should I create an internal-only version with additional technical detail?\"\n\n---\n\n## Article Structure and Formatting Standards\n\n### Universal Article Elements\n\nEvery KB article should include:\n\n1. **Title**: Clear, searchable, describes the outcome or problem (not internal jargon)\n2. **Overview**: 1-2 sentences explaining what this article covers and who it's for\n3. **Body**: Structured content appropriate to the article type\n4. **Related articles**: Links to relevant companion content\n5. **Metadata**: Category, tags, audience, last updated date\n\n### Formatting Rules\n\n- **Use headers (H2, H3)** to break content into scannable sections\n- **Use numbered lists** for sequential steps\n- **Use bullet lists** for non-sequential items\n- **Use bold** for UI element names, key terms, and emphasis\n- **Use code blocks** for commands, API calls, error messages, and configuration values\n- **Use tables** for comparisons, options, or reference data\n- **Use callouts\u002Fnotes** for warnings, tips, and important caveats\n- **Keep paragraphs short** — 2-4 sentences max\n- **One idea per section** — if a section covers two topics, split it\n\n## Writing for Searchability\n\nArticles are useless if customers can't find them. Optimize every article for search:\n\n### Title Best Practices\n\n| Good Title | Bad Title | Why |\n|------------|-----------|-----|\n| \"How to configure SSO with Okta\" | \"SSO Setup\" | Specific, includes the tool name customers search for |\n| \"Fix: Dashboard shows blank page\" | \"Dashboard Issue\" | Includes the symptom customers experience |\n| \"API rate limits and quotas\" | \"API Information\" | Includes the specific terms customers search for |\n| \"Error: 'Connection refused' when importing data\" | \"Import Problems\" | Includes the exact error message |\n\n### Keyword Optimization\n\n- **Include exact error messages** — customers copy-paste error text into search\n- **Use customer language**, not internal terminology — \"can't log in\" not \"authentication failure\"\n- **Include common synonyms** — \"delete\u002Fremove\", \"dashboard\u002Fhome page\", \"export\u002Fdownload\"\n- **Add alternate phrasings** — address the same issue from different angles in the overview\n- **Tag with product areas** — make sure category and tags match how customers think about the product\n\n### Opening Sentence Formula\n\nStart every article with a sentence that restates the problem or task in plain language:\n\n- **How-to**: \"This guide shows you how to [accomplish X].\"\n- **Troubleshooting**: \"If you're seeing [symptom], this article explains how to fix it.\"\n- **FAQ**: \"[Question in the customer's words]? Here's the answer.\"\n- **Known issue**: \"Some users are experiencing [symptom]. Here's what we know and how to work around it.\"\n\n## Article Type Templates\n\n### How-to Articles\n\n**Purpose**: Step-by-step instructions for accomplishing a task.\n\n**Structure**:\n```\n# How to [accomplish task]\n\n[Overview — what this guide covers and when you'd use it]\n\n## Prerequisites\n- [What's needed before starting]\n\n## Steps\n### 1. [Action]\n[Instruction with specific details]\n\n### 2. [Action]\n[Instruction]\n\n## Verify It Worked\n[How to confirm success]\n\n## Common Issues\n- [Issue]: [Fix]\n\n## Related Articles\n- [Links]\n```\n\n**Best practices**:\n- Start each step with a verb\n- Include the specific path: \"Go to Settings > Integrations > API Keys\"\n- Mention what the user should see after each step (\"You should see a green confirmation banner\")\n- Test the steps yourself or verify with a recent ticket resolution\n\n### Troubleshooting Articles\n\n**Purpose**: Diagnose and resolve a specific problem.\n\n**Structure**:\n```\n# [Problem description — what the user sees]\n\n## Symptoms\n- [What the user observes]\n\n## Cause\n[Why this happens — brief, non-jargon explanation]\n\n## Solution\n### Option 1: [Primary fix]\n[Steps]\n\n### Option 2: [Alternative if Option 1 doesn't work]\n[Steps]\n\n## Prevention\n[How to avoid this in the future]\n\n## Still Having Issues?\n[How to get help]\n```\n\n**Best practices**:\n- Lead with symptoms, not causes — customers search for what they see\n- Provide multiple solutions when possible (most likely fix first)\n- Include a \"Still having issues?\" section that points to support\n- If the root cause is complex, keep the customer-facing explanation simple\n\n### FAQ Articles\n\n**Purpose**: Quick answer to a common question.\n\n**Structure**:\n```\n# [Question — in the customer's words]\n\n[Direct answer — 1-3 sentences]\n\n## Details\n[Additional context, nuance, or explanation if needed]\n\n## Related Questions\n- [Link to related FAQ]\n- [Link to related FAQ]\n```\n\n**Best practices**:\n- Answer the question in the first sentence\n- Keep it concise — if the answer needs a walkthrough, it's a how-to, not an FAQ\n- Group related FAQs and link between them\n\n### Known Issue Articles\n\n**Purpose**: Document a known bug or limitation with a workaround.\n\n**Structure**:\n```\n# [Known Issue]: [Brief description]\n\n**Status:** [Investigating \u002F Workaround Available \u002F Fix In Progress \u002F Resolved]\n**Affected:** [Who\u002Fwhat is affected]\n**Last updated:** [Date]\n\n## Symptoms\n[What users experience]\n\n## Workaround\n[Steps to work around the issue, or \"No workaround available\"]\n\n## Fix Timeline\n[Expected fix date or current status]\n\n## Updates\n- [Date]: [Update]\n```\n\n**Best practices**:\n- Keep the status current — nothing erodes trust faster than a stale known issue article\n- Update the article when the fix ships and mark as resolved\n- If resolved, keep the article live for 30 days for customers still searching the old symptoms\n\n## Review and Maintenance Cadence\n\nKnowledge bases decay without maintenance. Follow this schedule:\n\n| Activity | Frequency | Who |\n|----------|-----------|-----|\n| **New article review** | Before publishing | Peer review + SME for technical content |\n| **Accuracy audit** | Quarterly | Support team reviews top-traffic articles |\n| **Stale content check** | Monthly | Flag articles not updated in 6+ months |\n| **Known issue updates** | Weekly | Update status on all open known issues |\n| **Analytics review** | Monthly | Check which articles have low helpfulness ratings or high bounce rates |\n| **Gap analysis** | Quarterly | Identify top ticket topics without KB articles |\n\n### Article Lifecycle\n\n1. **Draft**: Written, needs review\n2. **Published**: Live and available to customers\n3. **Needs update**: Flagged for revision (product change, feedback, or age)\n4. **Archived**: No longer relevant but preserved for reference\n5. **Retired**: Removed from the knowledge base\n\n### When to Update vs. Create New\n\n**Update existing** when:\n- The product changed and steps need refreshing\n- The article is mostly right but missing a detail\n- Feedback indicates customers are confused by a specific section\n- A better workaround or solution was found\n\n**Create new** when:\n- A new feature or product area needs documentation\n- A resolved ticket reveals a gap — no article exists for this topic\n- The existing article covers too many topics and should be split\n- A different audience needs the same information explained differently\n\n## Linking and Categorization Taxonomy\n\n### Category Structure\n\nOrganize articles into a hierarchy that matches how customers think:\n\n```\nGetting Started\n├── Account setup\n├── First-time configuration\n└── Quick start guides\n\nFeatures & How-tos\n├── [Feature area 1]\n├── [Feature area 2]\n└── [Feature area 3]\n\nIntegrations\n├── [Integration 1]\n├── [Integration 2]\n└── API reference\n\nTroubleshooting\n├── Common errors\n├── Performance issues\n└── Known issues\n\nBilling & Account\n├── Plans and pricing\n├── Billing questions\n└── Account management\n```\n\n### Linking Best Practices\n\n- **Link from troubleshooting to how-to**: \"For setup instructions, see [How to configure X]\"\n- **Link from how-to to troubleshooting**: \"If you encounter errors, see [Troubleshooting X]\"\n- **Link from FAQ to detailed articles**: \"For a full walkthrough, see [Guide to X]\"\n- **Link from known issues to workarounds**: Keep the chain from problem to solution short\n- **Use relative links** within the KB — they survive restructuring better than absolute URLs\n- **Avoid circular links** — if A links to B, B shouldn't link back to A unless both are genuinely useful entry points\n\n## KB Writing Best Practices\n\n1. Write for the customer who is frustrated and searching for an answer — be clear, direct, and helpful\n2. Every article should be findable through search using the words a customer would type\n3. Test your articles — follow the steps yourself or have someone unfamiliar with the topic follow them\n4. Keep articles focused — one problem, one solution. Split if an article is growing too long\n5. Maintain aggressively — a wrong article is worse than no article\n6. Track what's missing — every ticket that could have been a KB article is a content gap\n7. Measure impact — articles that don't get traffic or don't reduce tickets need to be improved or retired\n",{"name":5,"description":7,"argument-hint":53},"\u003Cresolved issue or ticket>","main","e605d8ddbfb688da57dfaaceebd93f12a64ef1d3","customer-support\u002Fskills\u002Fkb-article",3935,"https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins","https:\u002F\u002Fgithub.com\u002Fanthropics","https:\u002F\u002Fanthropic.com","2026-11-13 04:18:26",{"source":8,"skillName":5,"commands":63,"prompt":73,"zipAvailable":74},[64,67,70],{"tool":65,"command":66},"npx","npx skills add anthropics\u002Fknowledge-work-plugins --skill kb-article",{"tool":68,"command":69},"bunx","bunx skills add anthropics\u002Fknowledge-work-plugins --skill kb-article",{"tool":71,"command":72},"pnpm","pnpm dlx skills add anthropics\u002Fknowledge-work-plugins --skill kb-article","安装技能，技能地址：https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins\u002Fblob\u002Fmain\u002Fcustomer-support\u002Fskills\u002Fkb-article\u002FSKILL.md",true,[],[77,101,126,147,174,198],{"skillNo":78,"name":79,"nameZh":6,"description":80,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":81,"categories":82,"keywords":83,"publishedAt":48},"01M718Y97HCGW12Q53PSJDY03W","ticket-deflector","Reads a forwarded customer email or ticket, pulls order and refund status from a payments connector (PayPal, Square, or Stripe) or Shopify, account history from the CRM, and open tickets from a support desk (Zoho Desk), drafts a tone-matched reply in the owner's writing voice, and can issue a refund through the payments connector with explicit owner approval. With Shopify connected it also runs a proactive order-triage mode that surfaces orders needing attention — unfulfilled past the promised window, payment problems, pending refunds, stuck shipments — and drafts the next action for each before the customer has to ask. Use when the user says \"draft a response,\" \"answer this customer,\" \"where's my order,\" \"I want a refund,\" \"check my orders,\" or \"anything about to blow up.\"","https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins\u002Fblob\u002Fmain\u002Fsmall-business\u002Fskills\u002Fticket-deflector\u002FSKILL.md",[],[47,84,85,46,86,87,88,43,89,90,91,92,93,94,95,96,97,98,99,100],"ticket deflector","mode","payments","open","writing","workflow","ask","Connector","text","mail","window","next","customer","support","crm","past","read",{"skillNo":102,"name":103,"nameZh":6,"description":104,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":105,"categories":106,"keywords":107,"publishedAt":48},"01M718Y55HFAN5705ME5VEDZ9K","tax-season-organizer","Prepares tax-season materials for the owner's accountant, not tax advice. US federal tax; a non-US business gets its closed-books packet instead. Two modes: (1) quarterly estimated tax from YTD net income in the ledger (MYOB, NetSuite, QuickBooks, Xero, or Zoho Books); (2) year-end 1099 prep, scanning the ledger, PayPal, and Stripe for contractors paid over USD 600 into a 1099-NEC list with missing W-9 flags.\nAny tax request routes first to \u002Ftax-prep, which confirms the books are closed and reconciled before running this skill. Use this skill directly only when the owner says the period's books are already closed: \"books are closed, now do the 1099s,\" \"run the quarterly estimate off the closed numbers,\" or \"just the contractor W-9 list.\"","https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins\u002Fblob\u002Fmain\u002Fsmall-business\u002Fskills\u002Ftax-season-organizer\u002FSKILL.md",[],[108,109,110,111,112,113,114,115,116,117,43,118,119,120,121,122,100,123,124,125],"tax season organizer","tax","us federal","which","netsuite","paid","end","usd","only","now","books","xero","scanning","run","request","flags","list","stripe",{"skillNo":127,"name":128,"nameZh":6,"description":129,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":130,"categories":131,"keywords":132,"publishedAt":48},"01M718Y13VVPHDD9NTDBVFJ2AZ","tax-prep","Prepares tax materials as a two-link chain — month-end-prep confirms the books are closed and reconciled first, then tax-season-organizer calculates the quarterly estimated payment or builds the year-end 1099-NEC list and accountant packet from those closed numbers. Requires a ledger (MYOB, NetSuite, QuickBooks, Xero, or Zoho Books); uses Gusto, PayPal, and Stripe when connected, else CSV upload. US federal tax math; a non-US business gets the closed-books packet. Prep material for a CPA, never tax advice, nothing filed. Trigger on \"quarterly taxes,\" \"estimated tax payment,\" \"how much should I set aside,\" \"1099s,\" \"1099-NEC,\" \"W-9s,\" \"year-end tax prep,\" \"get my books ready for my accountant,\" any phrasing that suggests a tax deadline is coming, or a question about net profit or YTD income that sounds like worry about a tax bill. An owner who says the period's books are already closed routes to tax-season-organizer directly.","https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins\u002Fblob\u002Fmain\u002Fsmall-business\u002Fskills\u002Ftax-prep\u002FSKILL.md",[],[133,109,134,135,110,136,137,112,138,139,140,141,142,37,143,114,144,44,145,146],"tax prep","prep","SET","as","ready","never","zoho books","get","chain","profit","trigger","material","paypal","business",{"skillNo":148,"name":149,"nameZh":6,"description":150,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":151,"categories":152,"keywords":156,"publishedAt":48},"01M718XWTWQZ01GYSG9T8RW8TW","speed-to-lead","Makes sure no inbound lead goes unanswered. Watches web forms, the shared inbox, and the CRM for new inquiries, qualifies each one against the owner's criteria, drafts a reply in the owner's voice with real meeting times for the owner to approve and send, routes anything hot to a human right away, and logs the whole thing to the CRM. Never sends on its own. Built to run on a schedule so overnight inquiries are drafted and sorted by morning, and works from forwarded or pasted inquiries when no connector is available. Use this whenever the owner is worried about inbound leads or response time — including phrasings like \"leads are going cold,\" \"did anyone answer that inquiry,\" \"I keep missing form submissions,\" \"nothing falls through the cracks,\" \"handle my inbound,\" \"respond to this lead,\" or \"we lose people because nobody gets back fast enough.\" Reach for it for a single unanswered inquiry as readily as for a standing setup.","https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins\u002Fblob\u002Fmain\u002Fsmall-business\u002Fskills\u002Fspeed-to-lead\u002FSKILL.md",[153],{"categoryNo":154,"categoryName":155,"taxonomyType":26,"taxonomyTypeDesc":27},"01JBSEEDCAT000000000000034","行政与办公人员",[157,158,159,160,161,162,138,163,164,165,166,167,168,169,43,170,171,91,172,173],"speed to lead","lead","speed","shared","back","cold","time","inbox","send","respond","new","web forms","people","schedule","logs","sure","human",{"skillNo":175,"name":176,"nameZh":6,"description":177,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":178,"categories":179,"keywords":181,"publishedAt":48},"01M718XQYMN1KY3TPS33967FK0","social-content-engine","Runs the owner's content operation as a standing thing rather than a one-off: keeps a rolling posting calendar, learns the owner's voice, generates on-brand Canva graphics, writes captions that sound like them, repurposes one asset into every channel format, and stages posts for approval instead of publishing on its own. Pulls product photos and prices from Shopify when connected; with no connectors, drafts the calendar and asset briefs for manual posting. Use this whenever the owner talks about posting, content, or social — including \"I need to post more,\" \"we've gone quiet on Instagram,\" \"what should we post this month,\" \"make the content,\" \"give me a month of posts,\" \"write this in my voice,\" \"repurpose this,\" or \"set up our content calendar.\" Reach for it for a single post as readily as for a full quarter. One handoff: a finished, approved campaign brief goes to canva-creator; this skill owns the standing operation.","https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins\u002Fblob\u002Fmain\u002Fsmall-business\u002Fskills\u002Fsocial-content-engine\u002FSKILL.md",[180],{"categoryNo":24,"categoryName":25,"taxonomyType":26,"taxonomyTypeDesc":27},[182,183,184,185,186,187,135,188,189,190,191,46,192,43,193,194,195,100,196,197],"social","social content engine","engine","content engine","social content","content","brief","posts","Captions","prices","campaign","me","product","calendar","write","drafts",{"skillNo":199,"name":200,"nameZh":6,"description":201,"descriptionZh":6,"repositoryFullName":8,"ownerLogin":9,"ownerAvatarUrl":10,"ownerAccountNo":11,"ownerDisplayName":12,"repositoryNo":13,"starsCount":14,"licenseSpdxId":15,"licenseFileUrl":6,"sourceHtmlUrl":202,"categories":203,"keywords":204,"publishedAt":48},"01M718XMPJVH0EVRVP998BVZPC","smb-router","The front door to the Small Business plugin. Listens to what the owner needs right now — vague or specific — and routes them to the best skill or slash command for the moment. Also serves as a guide: explains what's available, suggests what to try next, and adapts recommendations based on stored business context. Trigger whenever the owner asks \"what can you do,\" \"help me with my business,\" \"what should I focus on,\" \"I don't know where to start,\" or any open-ended business request that doesn't clearly match a single skill.","https:\u002F\u002Fgithub.com\u002Fanthropics\u002Fknowledge-work-plugins\u002Fblob\u002Fmain\u002Fsmall-business\u002Fskills\u002Fsmb-router\u002FSKILL.md",[],[205,206,207,136,208,37,143,209,87,210,117,146,211,212,213,214,215,193,216,95],"router","smb","smb router","do","front","single","you","vague","can","with","plugin","focus"]