Skills CX operations
Knowledge lifecycle governance
Most knowledge bases rot through calendar review nobody completes, not through neglect. An article gets a yearly "review due" date, the reminder fires, someone clicks through unchanged, and the system records it as current. Meanwhile the product changed six months ago and the article customers actually read — because search surfaces it — is wrong.
npx rulebase-skills install cx-knowledge-lifecycleWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “who owns this article”
- “our KB is out of date”
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.
Assign ownership before cadence
Every published article needs one accountable owner — a role or team, not a person's name alone. The owner is responsible for factual currency when the underlying policy, product or process changes, not for prose polish.
Review triggered by usage and staleness, not calendar alone
Calendar review is a backstop, not the engine. Prioritise review when both are true: Staleness signal, Usage signal.
What "review" means
A review is not opening the page. It is: Check findability, Check duplication, Record what changed.
Deprecation without 404ing customers
Never delete a published article customers may bookmark, that search indexes, or that external sites link to. Deprecation is a controlled wind-down: Mark status, Choose canonical successor, Redirect or prominent banner, Update internal references, Retain for audit, Measure after 30–60 days.
Governance rhythm
Tie KB updates to change management, not documentation sprints. When policy changes, the article owner is in the same Slack thread as the announcement — not discovering it from a customer ticket three weeks later.
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
