Skill

jarvis-kb

Use when drafting ServiceNow knowledge base articles for self-service deflection. Supports both offline drafting and live creation via MCP tools.

npx claudepluginhub chadronbryant/napa-cowork-plugins --plugin jarvis

Tool Access

This skill uses the workspace's default tool permissions.

Preview

Draft and publish ServiceNow knowledge base articles for self-service deflection.

SKILL.md

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Last CommitMar 3, 2026

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Jarvis Knowledge Base Author

Draft and publish ServiceNow knowledge base articles for self-service deflection.

Context

Workspace root: resolved from CLAUDE.md canonical root. In Cowork sessions, use mounted workspace (visible in session environment).
Analysis data: servicenow_data/napaanesthesiatest/
Existing KB articles: Projects/HR Process Guides/Final KB Articles/
Red Hat KM reference: ITSM Process and Standards/03 - References & Standards/Red Hat Files/

Process

Step 1: Identify Target

Determine KB article target by priority:

Data-driven: Analyze incident data for top deflectable categories
Request-based: Chadron specifies a topic
Recommendations: Check Jarvis/recommendations.md for KB priorities

Top deflection targets (from analysis):

Password resets and account lockouts
VPN/connectivity troubleshooting
Software access requests (common apps)
Email/distribution list management
Printer setup and troubleshooting
New hire IT setup checklist

Step 2: Draft Article

Use this template:

## [Article Title]

**Target Audience:** [End users / IT Staff / Managers]
**Application:** [Application name if applicable]
**Estimated Deflection:** [X incidents/year → Y hours saved]

### Overview
[1-2 sentence description]

### Before You Begin
- [Prerequisites, access requirements]

### Instructions
1. [Step-by-step, one action per step]

### Troubleshooting
| Issue | Solution |
|-------|----------|
| [Common problem] | [Resolution] |

### Contact Support
If these steps don't resolve your issue, contact IT Help Desk.

Step 3: Publish Options

Option A: Offline Draft — Save as markdown for later import.

Option B: Direct to ServiceNow via MCP If MCP server is connected, use knowledge_author tools:

list_knowledge_bases — find or create target KB
create_category / list_categories — organize
create_article — title, text (HTML), short_description, knowledge_base, category
publish_article — make it live

MCP Console shortcut: Use AI Assist in the web console:

"Create a KB article about password resets in the IT Knowledge Base"
"List all published articles in the IT Knowledge Base"

Style Guide

Element	Rule
Title	Action-oriented: "How to Reset Your Password"
Tone	Helpful, clear, patient. Non-technical audience.
Length	300-800 words ideal
Steps	Maximum 10 steps. Split longer topics.

Deflection Impact Formula

Annual Deflection = (Category Incidents/Year) × (Est. Self-Service Rate 15-25%)
Hours Saved = Annual Deflection × (Avg Resolution Time in Hours)
ROI = Hours Saved × $50/hr blended rate