Skills CX operations
Internal vs external knowledge
Two libraries that answer the same question differently is worse than one wrong answer. Customers get the external article; agents read the internal wiki; the AI agent grounds on whichever was indexed last — and nobody notices until a fee, timeline or eligibility mismatch surfaces in complaints.
npx rulebase-skills install cx-internal-vs-external-knowledgeWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “help centre vs internal wiki”
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.
What leaks when internal is wrong
Internal docs fail quietly because customers never see them — until something bridges the gap.
Policy vs procedure — the split that holds
Customers need policy. Agents need procedure. Never publish procedure as policy — it exposes internal tooling, creates security risk, and goes stale on every UI change.
What belongs where
External (help centre): Questions customers can fully resolve alone, Stable product behaviour and customer-visible policy, Links to customer-facing forms and status pages.
Duplication audit
For each high-volume contact driver: List external article(s) on the topic, List internal page(s) on the topic, Compare factual claims, Flag contradictions and stale pair (one updated, one not).
AI and search boundaries
Before grounding any AI on knowledge: Index separation, Access control, Citation rules, Re-index on publish.
Governance
When policy changes: external publishes first (or simultaneously with agent comms), internal updated same release, macros and AI corpora refreshed — same change ticket.
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
