cs-kb-article

Knowledge Base Article Writing (KB Article)

Overview

Write FAQs, user guides, and troubleshooting documents for a customer support knowledge base (KB). Generates structured documents formatted for major Korean helpdesk platforms such as Kakao Business, Zendesk, and Freshdesk. Short-head (high-frequency) questions are written as systematic blocks, while long-tail questions are written as search-optimized KB documents.

Trigger Keywords

knowledge base, FAQ, help center, user guide, troubleshooting, KB article, knowledge management, help article, customer self-service, help

Workflow

Select Document Type:
- FAQ (list of frequently asked questions)
- How-to Guide (step-by-step usage)
- Troubleshooting (problem-solving guide)
- Policy Notice (refund/cancellation/exchange policy)
- Release Notes (update notice)
Classify Question Type:
- Short-head: high-frequency and important questions → key answers + visual emphasis
- Long-tail: diverse and unpredictable questions → search optimization + detailed explanations
Design Structure: Title → Summary → Body → Related document links
Korean Language Optimization: search term optimization, consistency in honorifics, image alt text
Add Metadata: category, tags, last updated date

Standard KB Document Structure

FAQ Format

## [질문 제목]

**답변 요약** (1~2문장 핵심 답변)

### 상세 안내

[단계별 설명 또는 상세 내용]

### 자주 함께 묻는 질문
- [관련 질문 1] → [링크]
- [관련 질문 2] → [링크]

마지막 업데이트: YYYY-MM-DD | 담당: 고객지원팀

Troubleshooting Format

## [문제 상황] 해결 방법

**증상**: [문제 설명]
**원인**: [발생 원인]

### 해결 단계
1. [단계 1]
2. [단계 2]
3. [단계 3]

### 위 방법으로 해결되지 않으면
→ 고객센터 연락: [연락처] | 평일 9:00~18:00

Principles for Writing Korean KB Documents

Reflecting Kakao Business knowledge base operation standards:

Short-head First: Organize the 10 most frequently asked questions into a separate FAQ section
Long-tail Coverage: Include diverse search keywords to address unpredictable questions
One Topic per Document: Separate complex topics into linked documents
Up to 10,000 knowledge items: Design a classification system that takes platform limits into account
Update Cycle: Reflect immediately upon policy changes or product updates

Search Optimization Keyword Strategy

Question Type	Keyword Examples
Payment Inquiries	"Payment not working," "card error," "how to get a refund"
Account Inquiries	"Find password," "can't log in," "delete account"
Shipping Inquiries	"Track shipment," "shipping delay," "change address"
Cancellation/Refund	"Cancel order," "how to exchange," "request return"

Deliverables

Completed KB article (FAQ/guide/troubleshooting)
Metadata (category, tags, search keywords)
Related document link structure
Platform-specific format conversion (Zendesk/Freshdesk/Kakao Business/Notion)
Update-needed items checklist

Notes

Platform compatibility: Supports Zendesk Guide, Freshdesk Solutions, Kakao Business knowledge base, and Notion wiki formats
Legal notice: Refund/cancellation policy documents are recommended to specify standards based on the Act on Consumer Protection in Electronic Commerce and the Framework Act on Consumers
Accessibility: Provides guidelines for including alternative text for screen readers used by the visually impaired
Version management: Document change history and last updated date must be displayed

Troubleshooting

Situation	Solution
Unable to access original ticket text	Even just a list of frequently recurring inquiry types is enough to design an FAQ
Insufficient customer information	If you tell us the service characteristics (commerce/SaaS/app, etc.), we will propose a KB structure suited to it
Existing KB content needs updating	If you share the current document, we will create a revision reflecting the changes
Multilingual KB needed	After writing the original Korean text, please tell us the translation direction and target languages

Related skills (post-processing chain)

After writing the body of a KB article (FAQ, guide, troubleshooting), finish with the following chain:

cs-kb-article → moai-coworker:ai-slop-reviewer → moai-writer:korean-humanize → 최종 검수

moai-coworker:ai-slop-reviewer — Review and revise AI-sounding expressions, excessive modifiers, and mechanical sentence patterns
moai-writer:korean-humanize — Polish Korean honorifics for naturalness and a human-written tone

The polite style for customer-facing documents (fixed hapsyo-che style, apology/guidance phrasing) is moai-coworker:collab-report-speak의 references/kr-honorific-tone.md Follows the shared standard.

When not to use this skill

Direct response to customer inquiries → The moai-cs:cs-draft-response skill is more appropriate
Ticket classification and priority determination → Use the moai-cs:cs-ticket-triage skill
Escalation handling → Use the moai-cs:cs-escalation skill
Uploading documents to the actual Zendesk/Freshdesk system → You must access the relevant helpdesk platform directly

References

File	Load conditions
references/writing-standards.md	When knowledge base document writing rules such as structure and writing standards by KB document type are needed