---
name: "knowledge-centered-service"
description: "Use when a support answer should outlive the case: capture knowledge in the flow of solving, keep help articles findable and right, and coach reuse."
triggers: ["write a KB article", "capture knowledge from a case", "help article quality", "top failed searches", "KB reuse rate", "stale help article", "knowledge base gap"]
version: "1"
---
# Knowledge centered service
Use this when an answer should outlive the case. Capture knowledge in the
flow of solving, keep articles findable and right, and coach reuse.
## What you need
The solved case with its evidence, the knowledge-base (KB) home and article
template from prefs, and the search terms the customer used.
## Run the loops
1. Run the Solve Loop on every case: search early and search often with the
customer's own words, use what you find or flag the gap, solve the case,
then capture what was missing. Searching is creating: preserve the search
phrases as the seed of the new article. Knowledge capture is part of the
solve, not after-work.
2. Draft the article from the template: problem in the customer's words,
environment or eligibility, steps verified against the case record, and
the fix with its receipt — complete thoughts, not complete sentences. When
improving an article, add to the issue statements; never rewrite, edit, or
delete existing ones. If confident and licensed, fix it; otherwise flag it.
Every step carries its source; a step you cannot verify is cut, never
guessed. Never publish before the owner says yes.
3. Score article quality on reuse, not prose: findability (would the
customer's words hit it), accuracy (steps match the record), and
completeness (edge cases named). Reuse is review: link each article to the
cases it solved. Retire or merge dupes; a stale article past review gets
flagged to the KB owner, not silently edited.
4. Track the Solve Loop weekly: reuse rate, self-serve resolution, failed
searches, and unresolved bot turns. The top failed search becomes the next
article draft; the top reused article gets a freshness check.
5. Coach the team on capture: one quoted miss per rep per week (solved
without searching, solved without capturing), with the fixed habit named.
Log captures, flags, and publishes.
6. Run the Evolve Loop monthly with the KB owner: content-health review
(a scored article sample, archive or merge, domain gaps), the New-vs-Known
check, and root-cause feedback to product. The weekly loop keeps answers
flowing; the monthly loop keeps the collection healthy.
## Output
The staged article or fix, the quality score with evidence, the weekly Solve
metrics and monthly Evolve review, and the coach note.
## Fallbacks
No KB access means staged drafts in chat with the publish path named, not
filed guesses. Never invent article URLs or review dates.