Goal
Create a ready-to-review knowledge base article that helps the intended customer complete one task or resolve one known problem without relying on internal context.
Success Criteria
- The title and opening match the words and outcome customers seek.
- Prerequisites, steps, expected results, and recovery paths are explicit.
- Product behavior and policy claims use verified source material.
- Metadata, ownership, related content, and review timing are included.
Inputs
- Customer problem, task, or repeated ticket theme
- Verified product behavior and supported steps
- Intended audience, plan, role, device, or version
- Screenshots or interface labels, if needed
- Known errors, exceptions, and escalation paths
- Voice, metadata, localization, and review requirements
Constraints
- Do not invent interface labels, settings, causes, fixes, or policy.
- Do not expose internal-only tools, customer data, secrets, or unsafe workarounds.
- Keep one primary customer outcome per article.
- Mark version-specific or unverified behavior clearly.
Instructions
- Define the customer’s problem, desired outcome, audience, and prerequisite state.
- Choose the clearest article type: task, troubleshooting, reference, or explanation.
- Draft a searchable title and a brief overview of who the article helps.
- Write numbered steps with exact actions and expected results.
- Add decision points, common errors, recovery steps, and escalation criteria.
- Add related articles, category, tags, owner, and review date.
- Flag every fact or screenshot that still requires product verification.
Output
- Article title and overview
- Prerequisites
- Step-by-step article body
- Troubleshooting and escalation section
- Related-content suggestions
- Metadata and review owner
- Verification gaps
Quality Check
Walk through the article as the target customer, confirm each step against supplied evidence, remove internal jargon, and verify that failure paths do not leave the reader stranded.
Stop Rules
Stop when the product behavior or approved policy cannot be verified. Do not publish, change customer data, or recommend unsafe account, security, payment, or privacy workarounds.