kb-article

Knowledge Base Article Writing (KB Article)

Overview

Create FAQs, user guides, and troubleshooting documents for a customer support knowledge base (KB). Generate structured documents tailored to the formats of major Korean helpdesk platforms such as Kakao Business, Zendesk, and Freshdesk. Write short-head (high-frequency) questions as systematic blocks, and long-tail questions 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 answer + visual emphasis
- Long-tail: diverse and unpredictable questions → search optimization + detailed explanation
Design Structure: title → summary → body → related document links
Korean Language Optimization: search term optimization, consistency of 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 handle unpredictable questions
One topic per document: split complex topics into linked documents
Up to 10,000 knowledge items: design a classification system that considers platform limits
Update cycle: reflect policy changes and product updates immediately

Search Optimization Keyword Strategy

Question Type	Keyword Examples
Payment inquiries	"payment not working," "card error," "how to refund"
Account inquiries	"find password," "can't log in," "delete account"
Shipping inquiries	"track shipment," "delivery 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)
Checklist of items needing updates

Notes

Platform compatibility: Supports Zendesk Guide, Freshdesk Solutions, Kakao Business knowledge base, and Notion wiki formats
Legal notice: Refund and 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 received 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 them
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 Korean source 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:

kb-article → moai-core:ai-slop-reviewer → moai-content:humanize-korean

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

When not to use this skill

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