Knowledge Base

Technical documentation, FAQs, troubleshooting guides, and vendor references

Overview

Internal knowledge repository for technical documentation, process guides, FAQs, and vendor information. Enables team self-service and consistent service delivery.

Structure

10-knowledge-base/
├── technical/            # Technical documentation and guides
├── process/              # Process documentation
├── faq/                  # Frequently asked questions
├── troubleshooting/      # Common issues and solutions
└── vendor-docs/          # Vendor documentation and references

Subdirectories

technical/

Technical documentation and reference guides.

Categories: | Category | Contents | Audience | |----------|----------|----------| | Security | Hardening guides, tool configs, best practices | Consultants | | Compliance | Framework references, control mappings | Compliance team | | Cloud | AWS/Azure/GCP guides, architecture patterns | Technical staff | | Infrastructure | Network, identity, endpoint configurations | Operations |

Key Documents: - security-hardening-guides/ — Platform-specific hardening - compliance-frameworks/ — HIPAA, SOC 2, NIST, CMMC references - cloud-architecture/ — Reference architectures - tool-configurations/ — Security tool setup guides

process/

Internal process documentation.

Process Areas: - Engagement management - Quality assurance - Time tracking and billing - Escalation procedures - Communication standards - Documentation standards

faq/

Frequently asked questions by audience.

FAQ Categories: | Category | Audience | Common Topics | |----------|----------|---------------| | Client FAQ | Clients | Billing, scope, timeline, deliverables | | Technical FAQ | Consultants | Tools, methodologies, standards | | Sales FAQ | Sales team | Pricing, positioning, objections | | Compliance FAQ | All | Framework requirements, interpretations |

troubleshooting/

Common issues and resolution guides.

Troubleshooting Format:

## Issue: [Brief description]

**Symptoms**:
- Symptom 1
- Symptom 2

**Root Cause**: [Explanation]

**Resolution**:
1. Step 1
2. Step 2
3. Step 3

**Prevention**: [How to avoid]

**Related**: [Links to related issues]

vendor-docs/

Vendor documentation and integration guides.

Vendor Categories: - Security tools (SIEM, EDR, vulnerability scanners) - Cloud platforms (AWS, Azure, GCP) - Compliance platforms - Collaboration tools - Professional services tools

Knowledge Base Metrics

Metric	Target	Frequency
Article Freshness	<180 days avg	Monthly
Search Success Rate	>80%	Weekly
Time to Answer	<5 minutes	Weekly
Article Coverage	90%+ common questions	Quarterly
User Satisfaction	4.0+ / 5.0	Per article

Content Standards

Article Structure

# [Title]

**Last Updated**: [Date]
**Category**: [Category]
**Audience**: [Target audience]

## Overview
[Brief summary]

## [Section 1]
[Content]

## [Section 2]
[Content]

## Related Articles
- [Link 1]
- [Link 2]

## Tags
[tag1], [tag2], [tag3]

Quality Criteria

• Clear, concise language
• Actionable steps with screenshots where helpful
• Verified accuracy (technical review)
• Current (reviewed within 180 days)
• Properly tagged and categorized

Skills Integration

Primary Skill: Content Library Engine

The content-library-engine skill manages knowledge base content lifecycle.

Invoke: Load when creating technical articles, managing content freshness, or organizing knowledge taxonomy.

Key Subskills: - @lifecycle-states.md — Article state management (Draft → Published → Archived) - @template-system.md — Article templates - @content-model.md — Structured content with relationships - @relationships.md — Cross-references and related articles

Secondary Skill: SEO & GEO Strategy

For optimizing knowledge base discoverability.

Key Subskills: - @keyword-research.md — Internal search optimization - @content-gap-analysis.md — Missing documentation identification

SDK Integration

from content_engine import ContentGenerator, Brief, TemplateEngine
from content_engine.knowledge import KnowledgeBase, ArticleSearch

# Initialize knowledge base
kb = KnowledgeBase(
    categories=["technical", "process", "faq", "troubleshooting"],
    search_index="elasticsearch"
)

# Create technical article
generator = ContentGenerator(voice_gear=VoiceGear.TECHNICAL)
article = await generator.generate(Brief(
    content_type="knowledge_article",
    topic="Configuring Azure AD Conditional Access",
    audience="technical_consultants",
    sections=["overview", "prerequisites", "steps", "verification", "troubleshooting"],
    include_screenshots=True
))

# Publish with proper metadata
await kb.publish(
    article,
    category="technical/cloud/azure",
    tags=["azure", "identity", "conditional-access", "security"],
    related_articles=["azure-mfa-setup", "azure-security-baseline"]
)

# Search knowledge base
search = ArticleSearch(kb)
results = search.query(
    "how to configure MFA for Azure",
    filters={"category": "technical", "freshness": "<180_days"}
)

# Identify content gaps
gaps = await kb.analyze_gaps(
    source="support_tickets",
    threshold=5  # Issues mentioned 5+ times without KB article
)
# Returns: list of topics needing documentation

Subskills Reference

Subskill	Purpose	Template
@lifecycle-states.md	Article workflow	Draft → Review → Published
@template-system.md	Article templates	Technical, FAQ, Troubleshooting
@content-model.md	Structured content	Metadata, relationships
@relationships.md	Cross-references	Related articles, categories
@collaboration.md	Team editing	Comments, suggestions

Related Documents

• Service Delivery
• Playbooks
• Templates