--- name: knowledge-base-help-center-stinger license: AGPL-3.0-or-later description: "Select and improve customer help centers. Use for KB platforms, search, AI deflection, localization, versioning, or content gaps. Read README.md for the guide map." --- # knowledge-base-help-center Stinger Opinionated playbook for `knowledge-base-help-center-wasp-drone`. Equips the Angel to select, set up, architect, and continuously improve customer-facing self-service knowledge bases in 2026. ## 2026 Platform Landscape at a Glance | Platform | AI Deflection | Versioning | Multi-language | MCP (2026) | Pricing | |---|---|---|---|---|---| | **Help Scout Docs** | AI Answers ($0.75/res) | Basic article history | Partial; no native multi-locale | No | Transparent, contact-based | | **Intercom Articles** | Fin ($0.99/res; **standalone plan, no seats required**) | None | Fin: 45 languages; Articles: TMS workflow | No | Per-seat + usage; opaque total cost | | **Document360** | Eddy AI (Business+ tier) | **Full branch versioning** (parallel v2+v3 simultaneously) | **50+ languages, auto-translate** (Business+) | **Yes** (v12.3.1, Mar 2026) | Quote-based (opaque; no self-serve pricing) | | **ReadMe.com** | AI Agent + vector search | Git-backed version control | Partial | **Yes** (Apr 2026) | Tiered; Metrics API: Enterprise only | | **Zendesk Guide** | Answer Bot / Copilot AI | Basic; no branching | Native path-based locale routing; RTL | No | Per-agent seat | | **HelpJuice** | Unknown (2026 data gap) | Unknown | Unknown | Unknown | Contact sales | > **Critical 2026 findings:** > - **Intercom Fin is now available as a standalone plan** ($0.99/resolution, no Intercom seat purchase required). This reshapes the AI deflection decision for all platforms — you can pair Fin's AI deflection with any KB platform via URL/PDF ingestion. > - **llms.txt gained Google Lighthouse validation on May 20, 2026.** Add an `llms.txt` and `llms-full.txt` to every KB setup as a Day-1 step for AI assistant discoverability. > - **Document360 launched an MCP server in v12.3.1 (Mar 2026)** — Claude, ChatGPT, and Copilot can now read and write the KB directly via MCP protocol. Sources: `research/external/2026-05-20-ai-deflection-patterns.md`, `research/external/2026-05-20-document360-mcp-release-notes.md`, `research/external/2026-05-20-llmstxt-standard.md`. ## Entry point for any invocation 1. Read `guides/00-platform-selection.md` — the scored decision tree. Always run this first when the platform is undecided or when a migration is proposed. 2. Read `guides/01-information-architecture.md` — taxonomy, article templates, search tagging. 3. Read `guides/02-ai-deflection.md` — the three AI deflection patterns and the hand-off protocol to `mind-wasp-drone`. 4. Read the platform-specific guide for the chosen tool (`guides/06-` through `guides/09-`). 5. Read `guides/05-analytics-loop.md` last — wire the feedback loop after setup is complete. ## Folder layout ```text knowledge-base-help-center-stinger/ ├── SKILL.md (this file — master index) ├── README.md (one-page human overview) ├── guides/ │ ├── 00-platform-selection.md (scored decision tree; run first) │ ├── 01-information-architecture.md (taxonomy, article templates, search tagging) │ ├── 02-ai-deflection.md (3-pattern taxonomy; llms.txt; mind-wasp-drone hand-off) │ ├── 03-versioning.md (version-branching, release-gate review, article changelog) │ ├── 04-multi-language.md (locale routing, TMS options: Phrase/Crowdin/Lokalise) │ ├── 05-analytics-loop.md (CRAVA framework, no-result queries, weekly triage) │ ├── 06-help-scout-docs.md (Help Scout Docs setup, Beacon, Article Ratings) │ ├── 07-intercom-articles.md (Intercom Articles, Fin standalone, Messenger Home) │ ├── 08-document360.md (Document360, MCP server, Eddy AI, branch versioning) │ └── 09-readme-dev-hub.md (ReadMe.com developer hub, CLI, AI Agent) ├── examples/ │ ├── greenfield-help-scout.md (zero to AI deflection with Help Scout Docs) │ └── migration-zendesk-to-help-scout.md (Zendesk Guide → Help Scout Docs migration) ├── templates/ │ ├── platform-selection-matrix.md (scored matrix stub) │ ├── kb-setup-checklist.md (launch checklist) │ └── content-gap-triage.md (weekly search-no-results triage) ├── reports/ │ └── README.md (how past-run reports accumulate) └── research/ (populated by scripture-historian — DO NOT MODIFY) ├── research-plan.md ├── research-summary.md ├── index.md ├── external/ (17 source notes) └── internal/ (2 source notes) ``` ## Critical directives - **Run the decision tree before recommending a platform.** Platform selection without scoring against the team's actual constraints (content volume, authoring persona, versioning, AI deflection need, budget) produces the wrong answer. See `guides/00-platform-selection.md`. - **Always name the concrete trade-off.** "Use Document360" without naming the quote-only pricing and the sales-call barrier produces buyer's regret. "Use Intercom Articles" without naming the per-seat + per-resolution cost stack produces bill shock. Source: `research/external/2026-05-20-helpscout-vs-intercom-cost-model.md`. - **Default to search-first architecture.** A KB that cannot surface the right article in two clicks fails its primary job. Wire search analytics before any AI deflection layer. - **Flag the llms.txt step on every new KB setup.** Google Lighthouse now validates llms.txt (May 20, 2026). It is a 10-minute Day-1 step with permanent AI assistant discoverability benefit. - **Route embedding/RAG pipeline implementation to `mind-wasp-drone`.** The three deflection patterns specify the architecture boundary; `mind-wasp-drone` implements the vector retrieval side. Do not cross that boundary. See `guides/02-ai-deflection.md`. - **Flag HelpJuice as a 2026 research gap.** No current data was found on HelpJuice AI deflection maturity, versioning, or pricing. Treat it as a placeholder in the platform matrix and direct users to helpjuice.com/whats-new before committing. See `research/research-summary.md` OQ-1.