Support knowledge to observed outcome
Promote reusable support answers and measure complete customer reading windows.
4 stages · 0 approvals
Roles and responsibilities
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Step 1Propose the reusable answer
Article NumberTitleCategoryDraft Created At
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Step 2Maintain the published answer
ArticleArticle VersionURLFailure ReasonForbidden403
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Step 3Observe the customer window
Event IDArticle VersionObservation StartObservation End
Process steps
Follow the process from start to finish. Select a step to see who acts and what changes.
Propose the reusable answer
An authenticated eligible external Helpdesk resolution proposes one draft using SourceSystem, ExternalTicketID and SourceEventKey. Remove customer-specific private material before publication review. Resolve the current authorized Author principal; a support agent without Author permission receives no automatic role grant, and missing mapping stays a manager-assignment exception. The draft keeps structured external references; this app owns no Tickets table and does not edit the Helpdesk ticket. The candidate must complete ordinary review and publishing.
Maintain the published answer
The scanner inspects published snapshots and records version/URL/scan identity once. Only approved public HTTP(S) targets may be probed; reject private-network destinations, credentials, unsafe protocols and redirects into restricted addresses. Bounded timeout/failure observations do not prove permanent breakage. A successful later probe resolves the observed issue, while an author's edit takes effect only after the replacement version is approved and published. KB Manager may suppress a known issue with a reason, preserving evidence.
Observe the customer window
For a permitted correlated customer session, the first eligible article read anchors one ObservationKey/window and exact version. Agent/widget use and anonymous or unlinked sessions are separate usage signals, not customer deflection. A verified same-session ticket event within the configured window records TicketCreatedAnyway with external ID. NoTicketObserved requires a closed window and authenticated complete connector watermark through ObservationEnd plus the declared lag. Missing coverage becomes Unknown, never success. Replay cannot create another event or overwrite a confirmed ticket. Report NoTicketObserved/(NoTicketObserved+TicketCreatedAnyway) only for complete resolved windows; show PendingOutcome/Unknown separately and make no causal claim that an article avoided a ticket.
Read the operational result
Review complete observation windows alongside search effectiveness, helpfulness, lifecycle time and author contributions. Unknown integration coverage and pending windows remain explicit. Agent/widget article use is a separate population. A customer reading several articles in one window creates one anchored observation rather than several credited successes. Repeated ticket events keep their original identity and cannot rewrite a confirmed ticket-created result.
Approvals and exception handling
0 approvals required in this process
- External ticket identifiers never become a local Tickets ownership claim.
- Promotion grants no new author roleStill needs ordinary publication review.
- A no-ticket result requires a complete source watermark through the window and lag.
- Report unknown coverage separately; no causal ticket-saving or ROI claim.
When the process needs attention
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exception
Propose the reusable answer
Resolve the current authorized Author principal; a support agent without Author permission receives no automatic role grant, and missing mapping stays a manager-assignment exception.
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reject
Maintain the published answer
Only approved public HTTP(S) targets may be probed; reject private-network destinations, credentials, unsafe protocols and redirects into restricted addresses.
Records and postings
| Stage | Records | Effect |
|---|---|---|
| 1 Propose the reusable answer | ArticlesAuthorsTemplates | Create one attributed draft from an authenticated external source |
| 2 Maintain the published answer | BrokenLinksArticlesArticleVersions | Record version-specific link evidence and reviewed corrections |
| 3 Observe the customer window | DeflectionEventsArticleViewsArticleVersions | Classify complete correlated observation windows without causal claims |
| 4 Read the operational result | DeflectionEventsSearchQueriesArticleFeedbackArticleReviewRoundsAuthorContributions | Explain the observed outcome and its limitations |
Process reports
All reportsSearch Effectiveness
Median time-to-first-click, zero-result rate, click-through-rate at top-3 / top-5 positions, abandon rate (search with no click). Split by Source (HelpCenterPortal vs. HelpdeskWidget) and ViewerType.
Deflection Rate
Daily / weekly / monthly NoTicketObserved count divided by (NoTicketObserved + TicketCreatedAnyway). Pairs the KB read volume against the Helpdesk ticket-create volume from sessions that touched the KB. An observed session outcome, not a causal ticket-saving or ROI claim. Unknown/incomplete windows are excluded from the resolved rate and reported separately.
Article Lifecycle
Median days from Draft to Published, time spent in each Status, count of ChangesRequested round-trips per Article. Surfaces authoring-pipeline bottlenecks at the SME and Compliance steps.
Author Contribution
Per Author: Articles Created, Edited, Reviewed, Approved, Published over a rolling 90-day window, plus average HelpfulRatio of own Published Articles. Drills from Author → Article. Powers the contributor leaderboard.
Article Engagement
Per Article: ViewCount, unique-Customer reads, HelpfulRatio, average DwellSeconds, feedback-comment volume. Drills Category × ContentType × Owner. Pairs with the Stale-Article queue as the KB Manager's daily landing report.
Stale-Article Health
Articles with ReviewDueDate in the past, by Owner and Category, plus HelpfulRatio drift vs. last-reviewed snapshot. Drives the weekly stale-article review.
Broken-Link Health
Open BrokenLinks per Article and per Owner, with StatusCode breakdown (404 / 403 / 5xx / Timeout / DNS) and average detected-to-resolved time. The compliance-and-quality hygiene report.
Run by an agent
Agent support
Proto cannot approve the submitting author's work, skip required specialist review, edit a locked or published snapshot, expose internal content to customers or count incomplete observation windows as successful self-service. Promotion does not grant an author role.
# Example after configuration
$ curl -fsSL https://www.erp.ai/skill.md | paste into your agent
› support knowledge to observed outcome · propose the reusable answer on Articles, Authors, Templates
✓ An authenticated eligible external Helpdesk resolution proposes one draft using SourceSystem, ExternalTicketID and SourceEventKey.
› support knowledge to observed outcome · maintain the published answer on BrokenLinks, Articles, ArticleVersions
✓ The scanner inspects published snapshots and records version/URL/scan identity once.
› support knowledge to observed outcome · observe the customer window on DeflectionEvents, ArticleViews, ArticleVersions
✓ For a permitted correlated customer session, the first eligible article read anchors one ObservationKey/window and exact version.
› support knowledge to observed outcome · read the operational result on DeflectionEvents, SearchQueries, ArticleFeedback, ArticleReviewRounds, AuthorContributions
✓ Review complete observation windows alongside search effectiveness, helpfulness, lifecycle time and author contributions.
Other processes
3 moreDraft to published answer
Move an exact article revision through the required reviews into publication.
4 stages · 1 approval
Search to useful answer
Deliver the permitted published answer and capture its actual reading context.
4 stages · 0 approvals
Content gap to reviewed update
Turn search gaps, ratings and overdue review into a published improvement.
4 stages · 1 approval