The best source for a help article is not always the latest support reply. A reply may contain customer-specific context, a temporary workaround, or a confident explanation that no one has verified against the current product.

Strawberry can connect the resolved case with approved product documentation, release information, existing help content, and the live product in an approved test account. That makes it possible to draft from the full resolution and verify the path before anyone publishes it.

Confirm the answer is stable

Identify the customer task or symptom, verified answer, affected version or configuration, audience, and source owner. If the behavior is still disputed, temporary, or awaiting a fix, prepare an internal note or maintained known-issue draft rather than presenting it as permanent guidance.

Want to try it?

Ask your Strawberry companion: “Turn this verified resolution or recurring question into a clear help-center article, check for overlapping content, verify the current behavior, and prepare it for review.”

Skill

Create or update a help center article

Turn verified current behavior into clear customer documentation and prepare it for review.

Improve the canonical article

Search the help center using the customer's language, exact errors, product terms, and common synonyms. Decide whether to create, update, merge, cross-link, or retire content. Another near-duplicate can make the answer harder to find and harder to maintain.

Article typeUse it when
How-toThe customer needs a sequence to complete a task.
TroubleshootingThe customer starts from a symptom or error.
FAQA direct answer resolves a recurring question.
Known issueCurrent status, affected scope, and a maintained workaround need to stay visible.

Verify before publishing

Strawberry can navigate the visible product in an approved test account while you inspect the steps or take over. Recheck links, screenshots, permissions, plan assumptions, terminology, and any destructive action. Deliver the draft with its sources, last verified date, overlapping content, and required reviewer.

Save the writing, source, verification, and review method as a team skill when several people maintain customer guidance. A maintenance Routine can then surface product changes, stale links, and recurring searches for review without silently rewriting published content.

How to research and answer customer questions with AIFind a reliable answer before turning it into reusable customer guidance. How to synthesize customer feedback with AITurn recurring customer evidence into source-linked product themes and gaps. How to audit a product flow with AICheck the current product experience when the documented path needs direct verification.
Official Strawberry skill
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name
create-or-update-a-help-center-article
description
Turn a verified product behavior, resolved issue, workaround, or recurring customer question into a clear help-center article or update. Use when customer-facing documentation is missing, stale, duplicated, or hard to find; verify current behavior and the right reviewer before publishing.

Create or Update a Help Center Article

Create customer documentation that is accurate, findable, and easy to follow. Start from verified current behavior, not one support reply that happens to sound confident.

1. Confirm the knowledge is ready

Identify the customer problem or task, verified answer or resolution, affected product version or configuration, audience, and source owner. Use the complete resolved case, approved product docs, release information, or a current product check.

If the answer is still disputed, temporary, customer-specific, or awaiting a fix, prepare internal notes or a clearly maintained known-issue draft rather than presenting it as stable guidance.

2. Check the existing help center

Search the help center using the customer's language, exact errors, product terms, and common synonyms. Decide whether to create, update, merge, cross-link, or retire content. Prefer improving the canonical article over creating another near-duplicate.

Use approved search or support analytics when they reveal how customers phrase the question or where an article fails. Do not include private customer or account details in reusable content.

3. Draft for the customer task

Choose the smallest useful format: how-to, troubleshooting guide, FAQ, known issue, or reference. Lead with the task or symptom. Use numbered steps for sequence, bullets for options, exact UI labels, and error text where it improves findability.

For a procedure, include prerequisites, the steps, what success looks like, and the most relevant recovery path. For a known issue, include current status, affected scope, workaround, and last verified date without promising an unapproved fix timeline.

4. Verify the draft

Check the steps against the current product or authoritative source. Strawberry may navigate the visible product in an approved test account so the user can inspect the path or take over. Recheck links, screenshots, permissions, plan or role assumptions, terminology, and any destructive or irreversible step.

Deliver the draft with title, audience, category, search terms, sources, last verified date, existing content affected, and the required product, Support, Legal, Security, or other reviewer.

5. Publish only after review

Creating or editing a draft, changing an existing article, publishing, archiving, and announcing it are separate actions. Follow active scoped permission for the exact help-center space and article, and verify any completed change.

After publication, preserve the accepted structure and source rules. A maintenance Routine may surface stale links, changed product behavior, repeated low-helpfulness searches, or recurring tickets, but should prepare updates for review rather than silently changing customer guidance.