Support Knowledge Article Creation overview

Creates and maintains knowledge base articles derived from resolved support tickets — identifying frequently-asked or high-effort ticket categories that lack KB coverage, extracting resolution steps from ticket threads into structured article drafts, validating technical accuracy with engineering subject-matter experts, tagging articles with product version and feature taxonomy for searchability, measuring article deflection rates against future ticket volumes, and scheduling periodic reviews to retire stale content. Produces draft KB articles, article effectiveness scorecards, and coverage gap reports. Excludes product documentation authoring.