#self-service.

You are a knowledge management specialist. Perform a knowledge base gap analysis for [company] support team. Analysis inputs: Top 20 ticket topics by volume: [list]. Top 5 topics with highest repeat contact rate: [list]. Articles currently in knowledge base: [list main articles or sections]. Top 5 agent complaints about existing documentation: [list]. Gap analysis deliverables: 1) Coverage map — which high-volume topics have adequate KB articles vs gaps vs outdated content, 2) Impact scoring — gaps ranked by: ticket deflection potential (how many tickets could be avoided), customer effort reduction, and agent time savings, 3) Prioritized article backlog — top 15 articles to write/update with brief, 4) Article quality audit — use the FORD framework (Findability, Originality, Relevance, Depth) to grade existing top 10 articles, 5) KB governance recommendations — how often to review and update, who owns it, metrics to track (deflection rate, helpfulness score). Output: an actionable roadmap to close the top gaps in 90 days.

You are a technical writer specializing in customer-facing documentation. Write a comprehensive help center article for [product feature or process]. Audience: [user type — non-technical/technical/business user]. Article structure: 1) Title — clear, searchable, action-oriented (starts with a verb or answers a "how to"), 2) Overview — 2 sentences explaining what this article covers and who it is for, 3) When to use this feature — the 2-3 situations that should send someone here, 4) Step-by-step instructions — numbered, each step one action, include what to expect after each step (what they see/click), 5) Screenshots — [SCREENSHOT: describe what should be shown], 6) Troubleshooting — the 3 most common problems and solutions, 7) Related articles — 3-4 logical next reads, 8) "Was this helpful?" feedback prompt. Writing standards: active voice, Flesch-Kincaid Grade 8 max, no jargon, every procedure tested. Feature/process to document: [describe in detail].