Use Cases — IT

KB Article Writer

Monitors the service desk for recurring issues that lack knowledge base coverage. Automatically drafts new KB articles and sends them to the IT team for review and publishing.

Deploy this agent All IT agents

Billing unit

Per article created

Pay only for the value delivered. No upfront cost.

The result

New issues get documented within days. The KB grows continuously. New agents onboard faster because the knowledge is already written.

The problem

What happens without this agent.

Before

KB articles are created reactively, months after an issue becomes frequent. Most institutional knowledge lives in agents' heads, not in the system.

How it works

Step by step: how the KB Article Writer operates.

Every action is logged, auditable, and executed inside your Microsoft 365 environment. Nothing leaves your tenant.

  1. 1

    Agent analyzes ticket history for unresolved or recurring patterns

  2. 2

    Identifies issues with no existing KB article or outdated coverage

  3. 3

    Drafts a structured KB article: symptoms, cause, resolution steps

  4. 4

    Posts draft to IT team channel in Teams for review

  5. 5

    Publishes approved articles to the knowledge base

  6. 6

    Tracks deflection rate: how many tickets the new article prevents

Why it matters

Built for your IT Support team.

The KB Article Writer is designed specifically for IT Support processes. It connects to your existing systems, works inside your Microsoft 365 environment, and delivers measurable results from day one.

  • Zero upfront cost

    Development is fully covered. You pay only per article created, starting from the first one the agent handles.

  • Inside your perimeter

    The agent operates entirely within your Microsoft 365 tenant. No data is shared with third-party platforms.

  • Agreed metrics, transparent pricing

    Before deployment, we agree what success looks like and how much each action costs. No surprises.

  • Production-ready in weeks

    We scope, build, and deploy in a structured sprint. Your team sees results within the first billing cycle.

Before vs. After

Without the agent

KB articles are created reactively, months after an issue becomes frequent. Most institutional knowledge lives in agents' heads, not in the system.

With the agent

New issues get documented within days. The KB grows continuously. New agents onboard faster because the knowledge is already written.

FAQ

Common questions about the KB Article Writer.

What does the KB Article Writer do?
Monitors the service desk for recurring issues that lack knowledge base coverage. Automatically drafts new KB articles and sends them to the IT team for review and publishing.
What is the business impact of the KB Article Writer?
New issues get documented within days. The KB grows continuously. New agents onboard faster because the knowledge is already written.
How is the KB Article Writer deployed?
The KB Article Writer is deployed directly inside your Microsoft 365 environment. It integrates with your existing tools — Teams, SharePoint, your IT Support systems — through secure MCP connectors. There is zero upfront cost: the agent is built to your specifications and you pay only per article created.
How much does the KB Article Writer cost?
The KB Article Writer follows theywork365's pay-per-action model: you pay only per article created, with no upfront development fee. Pricing is agreed before deployment based on your expected usage volume. This means the ROI is calculable from day one.
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