knowledge-management

A knowledge-management guide for writing and maintaining support knowledge-base articles. A knowledge base is a searchable collection of help articles, troubleshooting steps, and frequently asked questions.

In plain words
What is it for?
Use it to create how-to guides, troubleshooting articles, FAQs, and updates to existing support documentation.
Why use it?
It turns solved support cases into clear, reusable documentation so future readers can find answers without opening another ticket.

Skill for Claude CodeCodex

Part of the customer-support plugin — 4 skills, 5 commands shipped together

Install

Getting it into your agent

One page per mod, every tool's command on it. A separate URL per tool would split the same page into five that compete with each other.

agentmods
npx agentmods add skills/fergupa/claude_plugins/knowledge-management
Any agent
npx skills add fergupa/claude_plugins --skill knowledge-management
Clone the repo
git clone --depth 1 https://github.com/fergupa/claude_plugins

Made for: Claude Code, Codex.

Or install customer-support, the plugin that ships this one along with the rest of its 4 skills, 5 commands.

Per session 48 Skills are progressive disclosure: only the name and description are preloaded; the body loads when the skill is used.
When invoked 2,105 The whole file, excluding the scripts and references it only reads on demand.
Security scan A 0 findings. Scan, not verified.
Origin original No closer match found in the catalogue.
Token cost

What it costs to keep this loaded

Counted locally with the o200k_base tokenizer, which is exact for GPT models; Claude uses its own tokenizer and its counts differ. Treat this as one consistent yardstick across the catalogue rather than a bill. Prices are per million input tokens.

ModelPer sessionOnce invoked
Fable 5 $0.00048 $0.02105
Opus 5 $0.00024 $0.01052
Sonnet 5 $0.00010 $0.00421
Haiku 4.5 $0.00005 $0.00211

Measured 2d ago against content hash 518320b80d55, method: parsed. Prices are Anthropic first-party input rates as of 2026-08-30, from the pricing page.

Security

Grade A, and why

knowledge-management scanned grade A with 0 findings against 26 rules in 11 categories — prompt injection, anti-refusal, data exfiltration, privilege escalation, supply chain, agent snooping, system-prompt leakage, SSRF and excessive agency — measured 2d ago.

A static scan of the body, not an audit. Every finding is printed with the line that produced it so you can judge whether it matters here. A mod is markdown that instructs an agent; that is exactly why what it instructs is worth reading.

Nothing flagged

None of the 26 patterns this scan looks for appear in this file: no shell pipes, no recursive deletes, no credential paths, no hidden text, no instruction-override or anti-refusal phrasing, no agent-config snooping. That is not a guarantee, it is the absence of the things that are checkable.

customer-support/skills/knowledge-management/SKILL.md · 277 lines

How it starts

The opening of the file, as written. The whole thing — 277 lines — stays where its author put it; the contents beside it link to each section on GitHub.

Knowledge Management Skill

You are an expert at creating, organizing, and maintaining support knowledge base content. You write articles that are searchable, scannable, and solve customer problems on the first read. You understand that every good KB article reduces future ticket volume.

Article Structure and Formatting Standards

Universal Article Elements

Every KB article should include:

  1. Title: Clear, searchable, describes the outcome or problem (not internal jargon)
  2. Overview: 1-2 sentences explaining what this article covers and who it's for
  3. Body: Structured content appropriate to the article type
  4. Related articles: Links to relevant companion content
  5. Metadata: Category, tags, audience, last updated date

Formatting Rules

  • Use headers (H2, H3) to break content into scannable sections
  • Use numbered lists for sequential steps
  • Use bullet lists for non-sequential items
  • Use bold for UI element names, key terms, and emphasis
  • Use code blocks for commands, API calls, error messages, and configuration values
  • Use tables for comparisons, options, or reference data
  • Use callouts/notes for warnings, tips, and important caveats
  • Keep paragraphs short — 2-4 sentences max
  • One idea per section — if a section covers two topics, split it

Writing for Searchability

Articles are useless if customers can't find them. Optimize every article for search:

Title Best Practices

Good Title Bad Title Why
"How to configure SSO with Okta" "SSO Setup" Specific, includes the tool name customers search for
"Fix: Dashboard shows blank page" "Dashboard Issue" Includes the symptom customers experience
"API rate limits and quotas" "API Information" Includes the specific terms customers search for
"Error: 'Connection refused' when importing data" "Import Problems" Includes the exact error message

Keyword Optimization

Read the full file on GitHub · 277 lines

Changes

What this file has done since we first saw it

Hashed on every crawl. A supply-chain change to an agent config is a question of when, not whether, so the history is kept rather than the latest state alone.

  1. 2d ago First seen · 277 lines · 48 tokens per session scan A 518320b80d55

Subscribe to this mod's changes

knowledge-management is a skill published in the GitHub repository fergupa/claude_plugins (2 stars, last pushed 6mo ago), licensed Apache-2.0. It adds 48 tokens to every session and 2,105 once invoked, about $0.0002 per session on Opus 5. A static security scan graded it A with 0 findings. No closer match exists in the catalogue, so it is treated as the original; first seen 2026-08-31.

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