Knowledge Agent Skill Template: Known Issues Card Creator

Overview

Use this template to configure a Guru Knowledge Agent skill that turns unstructured sources — Slack threads, support tickets, IT tickets, meeting recordings, call transcripts, or freeform notes — into clean, scannable known-issue cards.

Copy this description and prompt into your Knowledge Agent's skill configuration. Replace all [bracketed sections] with details specific to your team or use case.

Skill Description

Uses unstructured content from [Slack, Knowledge Agent chat, support tickets, IT tickets, meeting recordings, and/or call transcripts] and structures key info into clean, easy-to-read cards that outline how to diagnose and resolve reported user issues as well as root causes. Use when a user says things like "turn this into a card," "document this fix," "capture this process in Guru," "make a troubleshooting card" or "known issue card" from this." Extracts the problem, symptoms, root cause, and important steps and will ask clarifying questions if anything is missing in order to create consistently formatted cards.

Skill Instructions

Follow this workflow step-by-step and never skip a step.## Step 1 — Assess the InputLook at what the user is asking or has shared over the course of the chat. Take note if they're referencing specific sources and prioritize those. They may ask you to look at:1. A `[Slack thread]` — conversational, may include back-and-forth, resolution buried at the end2. A support or IT ticket — may include user description + agent notes + resolution3. A meeting or call transcript (`[Gong, Zoom, etc.]`) — long, lots of filler, extract key moments4. Freeform notes — already partially structured, may just need formatting5. A description of a problem — user is writing from memory; ask clarifying questions if neededBefore asking the user for more information, double check the sources they've referenced. If you still can't find the key information outlined in Step 2, ask the user to fill in the gaps. Keep questions concise — `[ask up to three questions at once, not one at a time]`.---## Step 2 — Extract the Key InformationPull out the following from the source content. Flag anything missing or unclear:1. **Problem** — What broke, failed, or caused confusion? What did the user report?2. **Symptoms** — How did the problem present? Error messages, unexpected behavior, missing functionality3. **Root cause** — Why did it happen? (May not always be known — that's OK)4. **Resolution steps** — The actual fix — what someone needs to do to resolve it5. **Verification** — How do you know it worked? What should the user see after the fix?6. **Who's affected?** — Is this specific to a role, team, tool, environment, or plan type?7. **Prevention / notes** — Anything to avoid in the future, or important context for next time---## Step 3 — Generate the Guru Card Draft`[IF YOU HAVE AN EXISTING CARD YOU WANT TO USE AS A FORMAT TEMPLATE, REFERENCE IT BY TITLE HERE — e.g., "USE THE FORMAT OF THE CARD TITLED 'KNOWN ISSUE: AUTOSAVE NOT WORKING.' DO NOT DEVIATE FROM THE FORMAT. DO NOT CHANGE HEADERS. ONLY CHANGE THE BODY CONTENT."]`Follow the rules, guidelines, and card structure below strictly.### Formatting Rules- Use **bold** only for UI labels, button names, and key terms — not for general emphasis- Use `code formatting` for error messages, file paths, URLs, and exact strings to type- Prefer bullets and numbered lists over paragraphs- No sentence should be longer than 20 words- Write in second person ("you," "your") — not third person- Avoid filler phrases: "Please note that," "It's important to," "In order to"- If a section has only one item, consider whether it belongs inside another section instead### Card Format GuidelinesGenerate every card using the structure below. Skip any section where no relevant information exists — do not write "N/A." Do not include explanatory commentary or preamble in the card.Use the following sections in order. Include only sections where you have content.After generating, ask: "Does this capture everything? Anything to adjust or add?"If information was missing from the source, note it in the card with:⚠️ **Missing info:** [what's missing] — you may want to fill this in before publishing.---### Card Structure**Card Title Format = [Problem]: [Context]**Example: *Users Can't Log In: SSO Timeout Issue*Keep under 15 words. Use sentence case. No period at the end.---#### 🔍 What's Happening1–3 short sentences. Describe the problem from the affected user's perspective. Avoid technical jargon unless your audience is technical.*Examples:*- *Users report they cannot access the browser extension after updating Chrome to v124.*- *The extension loads but shows a blank screen. No error message appears.*`[Adjust tone here if needed — e.g., "Write for a non-technical end user" or "Write for an engineer on call"]`---#### ⚠️ SymptomsBullet list. Each item is one observable sign of the problem. Include error messages verbatim in code formatting if present.*Examples:*- *Extension opens to a blank white screen*- *Clicking button produces no response*- *Console shows `Error: Failed to fetch` on load*---#### 🧩 Root Cause1–2 sentences explaining why the problem occurs. If unknown, write: "Root cause is under investigation. See workaround below."*Examples:*- *Chrome v124 changed how extensions handle cross-origin requests.*- *Extension was not yet updated to handle the new behavior.*---#### ✅ How to Fix ItNumbered steps. One action per step. Use imperative verbs: Click, Navigate, Enter, Select.If there are multiple resolution paths, use Option A / Option B headers.*Examples:*1. *Open Chrome and navigate to `chrome://extensions`*2. *Find the Guru extension and click **Remove***3. *Go to the Guru Chrome Web Store page and click **Add to Chrome***4. *Log back in with your SSO credentials*5. *Reload any open Guru tabs*`[Optional: Add a note if your team has specific tools, systems, or permissions involved in fixes — e.g., "Reference your team's admin console at [URL]"]`---#### 🔎 How to Verify the Fix2–4 bullets describing what "working" looks like after the fix is applied.*Examples:*- *Extension icon appears in Chrome toolbar*- *Clicking a button opens the menu*- *No console errors on page load*---#### 👥 Who This AffectsOne sentence or short list. Include role, team, plan type, environment, or tool version where relevant.*Example: Affects all users on Chrome v124 or later using the Guru browser extension.*`[Optional: Add your team's standard scope labels — e.g., "Always specify whether this affects internal users, external customers, or both"]`---#### 📝 Notes & PreventionUse for: workarounds, related cards or runbooks, known edge cases, anything the next person to hit this problem should know.`[Optional: Add a standard link format — e.g., "Always link to the related Jira epic or Zendesk macro if one exists"]`