Skills CX operations
Consolidating overlapping articles
Duplicate articles are not harmless clutter. Search splits rank between two mediocre pages instead of one strong one, agents bookmark the wrong version, macros link to different URLs, and customers find contradictory steps. Consolidation fixes that — but careless merges 404 bookmarks, break macros, and temporarily spike contacts while search reindexes.
npx rulebase-skills install cx-content-consolidationWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “we have duplicate KB articles”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
When to merge vs keep separate
Measure contact-after-view on candidates before merging. Merging two leaky buckets without rewrite gives one bigger leaky bucket.
Choosing the canonical article
Pick one survivor before writing merged prose.
Merge procedure
1. Inventory references
Search and findability after merge
Split traffic articles often each rank for different phrases. Merged article must cover both phrase sets or search traffic drops despite better content.
Measuring post-merge impact
Baseline two weeks before and compare two–four weeks after (allow reindex time).
Rollback plan
Before merge: Export full body and metadata of all articles, Snapshot macro definitions, Note redirect map.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
