{
  "id": "workflow:support-knowledge-article-creation",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-deep.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Support Knowledge Article Creation",
    "workflowKind": "operational",
    "triggerType": "event-driven",
    "typicalCadence": "weekly",
    "complexity": "single-team",
    "description": "Creates and maintains knowledge base articles derived from resolved support\ntickets — identifying frequently-asked or high-effort ticket categories that\nlack KB coverage, extracting resolution steps from ticket threads into\nstructured article drafts, validating technical accuracy with engineering\nsubject-matter experts, tagging articles with product version and feature\ntaxonomy for searchability, measuring article deflection rates against future\nticket volumes, and scheduling periodic reviews to retire stale content.\nProduces draft KB articles, article effectiveness scorecards, and coverage\ngap reports. Excludes product documentation authoring.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "role:technical-writer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "role:bug-triager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "role:doc-generator",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "skill-area:tutorial-design",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "skill-area:reference-docs",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "domain:knowledge-management",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "responsibility:write-user-docs",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "responsibility:triage-incoming-issues",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:support-knowledge-article-creation",
      "to": "org-unit:content-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}