Purpose
Convert messy source material — support ticket threads, product specs, or feature descriptions — into clean, publish-ready help center articles or FAQ entries that reduce ticket volume. Each deliverable is structured for scanning, search, and self-service resolution without requiring the reader to contact support.
When to Use
Invoke this skill when the user asks to:
- Turn a recurring support ticket or issue into a help center article
- Write a how-to or troubleshooting article for a product feature
- Build or expand an FAQ section for a SaaS or fintech product
- Rewrite a rambling internal doc or engineering note into customer-facing help content
- Create step-by-step instructions for a workflow inside the product
- Produce a batch of FAQ entries from a list of common questions or ticket tags
Inputs Required
Before starting, collect:
- Source content: The raw material — ticket thread, product description, feature spec, or list of questions
- Article type: How-to / Troubleshooting / Conceptual explainer / FAQ entry / FAQ batch
- Product/feature name: The exact name as it appears in the UI
- Audience skill level: New user / General user / Admin or power user
- Brand voice: Warm & casual / Neutral & professional / Precise & technical
- Platform context: Web app / Mobile app / Both — affects step wording (click vs. tap)
- Compliance sensitivity: For fintech — flag if the topic touches money movement, KYC, disputes, or account security
If audience skill level or voice is missing, default to General user and Neutral & professional, and note the assumption.
Instructions
Step 1: Extract the Core Job
Read the source content and identify the single user goal the article resolves. State it as one sentence in the form "The user wants to [outcome]." If the source contains multiple distinct jobs, split them into separate articles rather than cramming them into one — each help article should resolve exactly one problem.
For ticket-sourced content:
- Strip the emotional/venting language and extract the actual blocker
- Identify what the user tried, what failed, and what the resolution was
- Note any prerequisite the user missed (a common root cause of tickets)
Step 2: Write a Searchable Title
Titles must match how users actually search, not internal terminology.
- How-to articles: Start with an action verb — "Reset your password," "Add a team member"
- Troubleshooting articles: Lead with the symptom — "Why is my transfer pending?", "Fix a failed payment"
- Conceptual articles: Use plain-language nouns — "Understanding transaction limits"
- Include the feature name if users would search by it
- Keep under 60 characters where possible
Step 3: Write the Article Body by Type
How-To structure:
- Intro (1–2 sentences): What this article helps them do and who it's for
- Prerequisites (if any): A short bullet list of what they need first
- Numbered steps: One action per step. Bold the UI element they interact with (e.g., "Click Settings"). Use "click" for web, "tap" for mobile per platform context. Insert
[Screenshot: description]placeholders at the 2–3 steps most prone to confusion - Confirmation: How they know it worked
- What's next / Related links
Troubleshooting structure:
- Symptom recap: Restate the problem in the user's words
- Most likely cause first: Order causes by frequency, not complexity
- Numbered fixes per cause: Each cause gets a short resolution path
- When to contact support: The specific condition that means self-serve won't work — include what info to have ready
Conceptual explainer structure:
- Plain definition in one sentence, no jargon
- Why it matters to the user
- How it works — short, with a concrete example
- Common misconceptions — 1–3 clarifications
FAQ entry structure:
- Question phrased exactly as a user would ask it (first person or second person)
- Answer: 2–4 sentences, direct answer in the first sentence, supporting detail after. Link to the full article if one exists.
Step 4: Apply Fintech Compliance Guardrails
If the topic touches money movement, KYC/identity, disputes, or account security:
- Do not promise specific timelines unless provided — use ranges given in the source
- Never instruct users to share passwords, full card numbers, or 2FA codes; reinforce that support will never ask for them
- For disputes/chargebacks and regulated actions, direct users to the official in-product flow rather than describing workarounds
- Flag any claim that appears to make a regulatory or guarantee statement so a human can review it
Step 5: Add Metadata for Findability
For each article, append:
- Search keywords: 5–8 terms and phrasings users might type, including common misspellings or alternate phrasing
- Related articles: 2–4 suggested internal links by title
- Category tag: Where this belongs in the help center taxonomy
Output Format
- Structure: One complete article per job, each with title, body sections per the type template, and a metadata block; for FAQ batches, a numbered Q&A list followed by a shared keyword set
- Length: 150–400 words per how-to/troubleshooting/conceptual article; 40–90 words per FAQ entry
- Format: Structured document — headings, numbered steps, bolded UI elements, bracketed screenshot placeholders
- Sections: Title → Intro → Prerequisites (if any) → Steps/Answer → Confirmation/When to contact support → Related articles → Search keywords → Category tag
- Tone: Calm, clear, and second-person ("you"); no filler, no marketing language, no exclamation-heavy enthusiasm — matched to the specified brand voice
Quality Checklist
Before delivering output, verify:
- [ ] Each article resolves exactly one user job — no multi-topic articles
- [ ] Every step contains one action, with the UI element bolded and correct click/tap verb for the platform
- [ ] The title leads with an action verb (how-to) or the symptom (troubleshooting) and is under 60 characters
- [ ] Every article includes 5–8 search keywords and 2–4 related-article links
- [ ] Fintech-sensitive topics include the security/compliance guardrails and no unverified timeline claims
- [ ] No bracket placeholders remain except intentional
[Screenshot: ...]markers
Notes
- The highest-leverage source is a repeat ticket: if the same question appears 3+ times, it earns a dedicated article
- Troubleshooting articles should always order causes by how common they are — the fix for 60% of users belongs at the top
- Screenshot placeholders are intentional; they signal to the content manager exactly where to capture the UI before publishing
- For FAQ batches, keep answers self-contained but link out — an FAQ that requires reading three other articles has failed its job
How to use this skill
This file is a Claude Code skill in Anthropic's standard format — markdown with YAML frontmatter at the top.
Installing in Claude Code:
~/.claude/skills/<folder-name>/SKILL.md— auto-loads in every session anywhere on your machine (recommended for skills you'll use across multiple projects)<your-project>/.claude/skills/<folder-name>/SKILL.md— auto-loads only when working in that project (recommended for project-specific skills)
Restart Claude Code or open a new session to register.
Using in Claude.ai, ChatGPT, Gemini, or other AI tools:
- Drag this file into a new chat, or copy and paste its contents
- Send your task or request as your next message — the AI will apply the skill where it fits
For Claude Code skill details: https://docs.anthropic.com/en/docs/claude-code/skills