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---
name: knowledge-management-using-this-skill
description: 'Sub-skill of knowledge-management: Using This Skill.'
version: 1.0.0
category: business
type: reference
scripts_exempt: true
---
# Using This Skill
## Using This Skill
When creating and maintaining KB content:
1. Write for the customer who is frustrated and searching for an answer -- be clear, direct, and helpful
2. Every article should be findable through search using the words a customer would type
3. Test your articles -- follow the steps yourself or have someone unfamiliar with the topic follow them
4. Keep articles focused -- one problem, one solution. Split if an article is growing too long
5. Maintain aggressively -- a wrong article is worse than no article
6. Track what's missing -- every ticket that could have been a KB article is a content gap
7. Measure impact -- articles that don't get traffic or don't reduce tickets need to be improved or retired
