IT Knowledge Article — AI workflow for Malaysian SMEs
IT Knowledge Article turns resolved issue notes into knowledge article. AI writes the first draft. You check it before it goes out.
Ready-to-use prompts for IT Knowledge Article
Create prompt
Create prompt
Create a first-pass deliverable
Setup · same in all four
You are helping a small or medium Malaysian business in [industry]. Write in plain English. Use short sentences. If customers will read it in Bahasa Malaysia, add a natural BM version. Do not invent numbers, prices, laws or customer details. If something needs a human to check, say so.
Replace [industry] with yours — “F&B”, “construction”, “retail”.
The task
Create knowledge article. You will get resolved issue notes from me. Treat this as it knowledge article for SMEs without a large internal IT team. Keep every section short and concrete. End with the one action to take next. Give me a clean copy-paste version too.
Replace “resolved issue notes” with your real data.
Analyse prompt
Analyse prompt
Analyse the input and identify the highest-impact insights
Setup · same in all four
You are helping a small or medium Malaysian business in [industry]. Write in plain English. Use short sentences. If customers will read it in Bahasa Malaysia, add a natural BM version. Do not invent numbers, prices, laws or customer details. If something needs a human to check, say so.
Replace [industry] with yours — “F&B”, “construction”, “retail”.
The task
I need analysis on it knowledge article. You get resolved issue notes. Find the five findings worth acting on, rank them, and attach the likely business impact to each. Turn the result into knowledge article. The last section: three concrete steps to move repeat ticket rate.
Replace “resolved issue notes” with your real data.
Optimise prompt
Optimise prompt
Improve an existing version for better business results
Setup · same in all four
You are helping a small or medium Malaysian business in [industry]. Write in plain English. Use short sentences. If customers will read it in Bahasa Malaysia, add a natural BM version. Do not invent numbers, prices, laws or customer details. If something needs a human to check, say so.
Replace [industry] with yours — “F&B”, “construction”, “retail”.
The task
The task: make my it knowledge article better. You get resolved issue notes and the version running today. Spot what is weak, what is unnecessary, and what is unclear. Rebuild it into a stronger knowledge article. For every change, state the issue, the fix, and the expected impact on repeat ticket rate.
Replace “resolved issue notes” with your real data.
Automate prompt
Automate prompt
Turn the task into a repeatable AI-assisted workflow
Setup · same in all four
You are helping a small or medium Malaysian business in [industry]. Write in plain English. Use short sentences. If customers will read it in Bahasa Malaysia, add a natural BM version. Do not invent numbers, prices, laws or customer details. If something needs a human to check, say so.
Replace [industry] with yours — “F&B”, “construction”, “retail”.
The task
Design a repeatable automation for it knowledge article. Trigger: resolved issue notes. Required output: knowledge article. Systems on hand: Help desk, device management, knowledge base, ticketing. Define the trigger, required fields, the AI instruction, decision rules, human approval points, fallback handling, what data to store. Also how to track repeat ticket rate. Keep it simple enough for a small Malaysian team to maintain without a developer.
Replace “resolved issue notes” and the listed systems with what you actually run.
New here? How the four prompts work together
They are one sequence, not four options. Run them in order on the same piece of work, feeding each answer into the next.
Create
Paste your real data. You get a first draft. Most people never need to go further than this.
Analyse
Paste that draft back in. It tells you what is weak, missing or wrong before a customer sees it.
Optimise
Paste the draft again with what Analyse found. You get a stronger version.
Automate
Only once the output has been good five times running. This is the one people reach for too early.
Nothing forces you through all four. A good Create draft that you edit yourself is a finished job. The longer version.
Specification
- You give it
- Resolved issue notes
- You get back
- Knowledge article
- Moves
- Repeat ticket rate
- Run it
- Daily/Monthly
- Priority
- P4
- Works with
- Help desk, device management, knowledge base, ticketing
Is this for you?
- Pick it for
- SMEs without a large internal IT team. No setup needed. If you can copy and paste, you can run it.
- What you get
- Drafted in minutes, not built from scratch. It aims at cost control. Watch one number: repeat ticket rate.
- Reach for it when
- Most SMEs run it daily, reviewed monthly. If you are doing it by hand more often, automate it first.
How to run it
- 01Collect the input: resolved issue notes.
- 02Copy the Create prompt and paste it into ChatGPT, Claude or Gemini.
- 03Replace “resolved issue notes” in the prompt with your real data, then run it.
- 04Review the output and get a human sign-off — this one touches money, staff or compliance.
- 05Track repeat ticket rate. Only wire up the Automate prompt after five useful runs in a row.
The tools you will need
The prompts run in any chat assistant — ChatGPT, Claude or Gemini. These are what you need around them to get the input in and the output somewhere useful.
- device management
- Any tool you already use is fine.
- knowledge base
- ticketing
- Any tool you already use is fine.
Check the rules yourself
This workflow touches rules set by someone else. Check the current requirements yourself before you act on the output.
- NACSA
- Incident handling and reporting expectations are set nationally, not by your IT vendor. Worth knowing who you would have to tell, and how quickly, before the day you need to.
- CyberSecurity Malaysia
- This is where a Malaysian business actually reports an incident and gets help. If customer data is involved, JPDP matters too, and the two are separate reports.
- JPDP
- Pasting customer or staff records into an AI tool is a transfer of personal data. Consent, notice, retention and cross-border rules still apply when the tool is not yours.
Links go to each authority’s own site. See all Malaysian authorities.
Data & privacy
If you paste customer or staff details into an AI tool, your business stays responsible for them under the PDPA. Replace names and numbers with initials or references first.
Using customer data with AI tools in Malaysia covers what to check with any provider before you paste.
For this website, it works differently.
Nothing you type here is sent to us or to an AI model. The prompts are static content, and the copy button works directly inside your browser.
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Maintained by Naven Pillai