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Builds the help center, in-product guidance, and knowledge base that let customers resolve problems without contacting anyone — content, findability, maintenance, and deflection measurement. Use this
The skill file stays in the publisher's repository.
Paste the copied command in a terminal. It installs this SKILL.md into that agent.
npx skills add cbrock84/headcount --skill self-service-and-knowledge -a cursor -y
Builds the help center, in-product guidance, and knowledge base that let customers resolve problems without contacting anyone — content, findability, maintenance, and deflection measurement. Use this to build or fix a help center, reduce support volume, write documentation for customers, improve findability, or decide what deserves a help article versus a product fix.
Builds the help center, in-product guidance, and knowledge base that let customers resolve problems without contacting anyone — content, findability, maintenance, and deflection measurement. Use this to build or fix a help center, reduce support volume, write documentation for customers, improve findability, or decide what deserves a help article versus a product fix.
Good self-service is the cheapest support you will ever run and the most neglected. It is also frequently the wrong answer — an article explaining a confusing screen is a bandage on a design problem.
Before writing, ask whether the contact should exist. If people repeatedly need instructions for one screen, the screen is the defect. Documenting it makes the problem permanent and invisible.
Write articles for things that are genuinely complex, genuinely occasional, or genuinely outside your control. Not for things that are merely badly designed.
Rank by contact volume, not by feature importance. The most-viewed help content is almost never what the team expected — it is billing, access, and the one confusing setting.
Structure each article around the customer's task, in their words, not your feature's name. People search for what they are trying to do.
An article nobody finds does not exist. Findability comes from titles matching real search language, in-product links at the moment of confusion, and search that tolerates the words customers actually use rather than your internal vocabulary.
Read your help-center search logs, especially the queries returning nothing. That list is your content backlog, ranked by demand, already written for you.
Guidance at the point of confusion deflects far more than a help center does, because it requires no decision to go looking. A well-written empty state, field hint, or error message removes contacts that documentation never would.
Documentation rots silently and confidently. Every article needs an owner and a review date, and anything describing an interface needs checking whenever that interface changes.
Wrong documentation is worse than none: it costs the customer time and then a contact anyway, and it spends trust.
Deflection honestly — contacts avoided, not page views. Approximate it by looking at whether contact volume for a topic falls after content ships.
Watch articles with high views and a high subsequent contact rate. Those are articles that are failing to answer, and they look like your best-performing content.
references/sources.md in this skill lists the outside authorities that settle the questions
here — what each one is authoritative for, and what you may do with it. Check them before
answering on anything they cover, and cite what you used. Most are free to read and not free
to reproduce; the use note on each is binding.