KB From Resolution

Core Workflow

1. Identify the resolved problem, affected audience, product area, root cause or explanation, and confirmed resolution.
2. Separate reusable public guidance from internal-only notes, customer-specific data, and speculative troubleshooting.
3. Choose the article shape: FAQ, troubleshooting guide, how-to, known issue, policy explainer, or internal runbook.
4. Write clear steps with prerequisites, expected results, and verification.
5. Include review notes for policy, product, security, or support ownership when needed.
6. Link related concepts, terms, or follow-up articles when available.

Safety Rules

• Do not publish automatically.
• Do not include customer data, internal incident details, secrets, account identifiers, or unapproved policy language.
• Do not state root cause as confirmed unless the source material supports it.
• Require review for billing, legal, privacy, security, incident, and roadmap content.

Deliverable Shape

For KB drafts, provide:

• Article title
• Audience and applies-to scope
• Summary
• Symptoms or use case
• Cause or explanation
• Resolution steps
• Verification steps
• Related articles or tags
• Review notes and open questions

References

• Read references/kb-from-resolution-checklist.md when creating or reviewing support knowledge base content.