---
name: "help-center-answers-and-kb"
description: "Use for how-to questions, repeat issues, and onboarding guidance: docs-first answers with citations, plus the saved reply or KB entry the next ticket reuses."
triggers: ["customer asks how do I", "help center article", "knowledge base answer", "saved reply", "repeat customer question", "docs-first answer", "where are the help docs"]
version: "1"
---
# Help-center answers and KB
Use this for how-to questions, repeat issues, and onboarding guidance.
Docs-first answers with citations, plus the saved reply or KB entry the
next ticket reuses.
## What you need first
The customer question, the help-center or docs passages that govern it, and
the repeat history showing how often it recurs.
## Answer from the docs, then mint the asset
1. Answer docs-first: quote or cite the governing passage, then give the
steps in order with the customer's setup named. For new-customer
onboarding, hand milestone sequencing to the Onboarding and adoption
skill and answer only the setup step asked about. Never invent a step
the docs don't support.
2. Shape it to the channel and the reader: plain words, numbered steps,
what success looks like, and what to send back if it fails. Unwritten
answers say so and skip the citation rather than faking one.
3. When the question repeats, mint the asset: a saved reply for the queue
and, for true gaps, a knowledge-base (KB) draft with title, steps, and
date. Show both in
chat, take one round of edits, then file them as drafts for the owner's
yes before anything publishes.
4. Log the answer against the ticket, with its citation when a governing
passage exists and UNVERIFIED when none does, and mark whether it closed
the question or needs follow-up. Never write a citation you did not find.
## Output
The cited answer plus any saved reply or KB draft. Offer to file the KB
draft to Notion or Drive when connected, as a draft they approve first.
## When the records are thin
No governing doc means an answer built from the product and the owner's
word, marked UNVERIFIED, filed as the top KB candidate.