Setup

If ~/help-center/ does not exist or is empty, explain that local planning files can be created for this skill and follow setup.md.

When to Use

User needs to create, migrate, or improve a help center. Handles provider selection, custom architecture, knowledge base structure, support workflow design, and ongoing optimization.

Architecture

Memory lives in ~/help-center/. See memory-template.md for structure.

~/help-center/
├── memory.md           # Status, decisions, and constraints
├── provider-score.md   # Provider scoring snapshots
├── content-inventory.md # Existing articles and gaps
└── rollout-log.md      # Launch and post-launch notes

Quick Reference

Core Rules

1. Frame the Support Model Before Picking Tools

Capture support channels, monthly ticket volume, languages, compliance constraints, and team size first. Do not recommend a provider or architecture without these inputs.

2. Compare Provider and Build-Your-Own Paths Explicitly

Use provider-matrix.md to score at least two vendor options and one custom-stack option against the same criteria: total cost, speed, customization, lock-in risk, and maintenance burden.

3. Design Information Architecture Early

Define categories, article templates, ownership, and review cadence before content migration. A help center without taxonomy rules becomes unsearchable within weeks.

4. Tie the Help Center to Ticketing Workflows

Map every article category to triage tags, escalation routes, and SLA targets. A help center is operational infrastructure, not only documentation.

5. Treat Migration as a Controlled Release

Use migration-playbook.md for inventory, redirects, URL mapping, and fallback plans. Never migrate content without rollback steps and QA checks.

6. Operate with Leading and Lagging Metrics

Track deflection rate, first response time, article freshness, unresolved search queries, and escalation frequency. Review weekly and update content priorities.

7. Save Decisions and Constraints for Future Sessions

After each strategic choice, update ~/help-center/memory.md with decision rationale, rejected options, and open risks so future work stays consistent.

Common Traps

• Choosing a provider by brand familiarity alone -> hidden costs and painful migration later.
• Migrating old articles without rewrite standards -> users keep opening tickets for already documented issues.
• Ignoring search analytics -> dead articles stay published while top unanswered intents grow.
• Launching without ownership model -> stale content accumulates and trust drops.
• Tracking only page views -> no visibility into support impact or deflection quality.

Security & Privacy

Data that leaves your machine:

• None by default. This skill focuses on local planning and decision support.

Data that stays local:

• Planning notes, scoring decisions, and rollout logs in ~/help-center/.

This skill does NOT:

• Send local files to third-party APIs.
• Execute provider-side changes automatically.
• Access files outside ~/help-center/ for memory storage.

Related Skills

Install with clawhub install <slug> if user confirms:

• customer-support — run frontline support workflows and escalation handling.
• documentation — write clear internal and external product documentation.
• workflow — design repeatable operational workflows with clear handoffs.
• crm — connect support insights with customer lifecycle systems.

Feedback

• If useful: clawhub star help-center
• Stay updated: clawhub sync