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Define Knowledge Article
Knowledge article is a findable, usable, and structured object that contains the customer's experience, the analyst findings, and the metadata about the article.
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Identify the minimum structure of an article.
- Issues / questions
- Environment
- Cause (optional)
- Resolution / Answer
- Metadata such as: Author; Date Created; Last Modified Date; Last Modified By; Reuse Counter
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Identify other attributes or fields that could enhance article structure.
- Other attributes or fields that could enhance an article structure include:
- Audience and visibility
- References and hyperlinks
- Identification number
- Title
- Summary
- Knowledge state
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Explain why a knowledge articles has a life cycle.
- A knowledge article has a life cycle because:
- Knowledge is never complete, it continues to evolve
- The state of the knowledge impacts visibility
- The state of the knowledge impacts trust
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A status in the knowledge article life cycle that is used to imply trust and/or identify pending action, is what?
Knowledge State
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Identify the minimum knowledge states necessary for KCS article life cycle.
Work in Progress: Internal visibility, and no resolution captured. a knowledge article that is being captured, and has not yet had a resolution identified. This is sometimes referred to as a framed article.
Draft: A resolution has been captured and is available for internal use, and the quality is not trusted as we do not have confidence in or validation of the resolution.
Approved: Internal visibility and quality trusted
Published: External visibility and quality trusted; available for self-service
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Provide examples of additional knowledge states and why you would use them.
Technical review: An article where technical accuracy is under review
Rework: An article that requires additional clarification or technical update/review
Compliance review: An article where business requirements are under review.
Obsolete: An article that may be flagged for deletion or archive.
Archive: An article that is no longer accessible via search, but may have been linked to from various tickets.
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A set of documents that defines how to capture, structure, and manage quality articles, is what?
Content Standards
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Explain the purpose of a content standard.
- Set expectations for analysts when contributing
- Define the structure and purpose of each field in the knowledge article
- Define the quality criteria for a knowledge article
- Define the visibility of the knowledge article
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List common components of a content standard.
- One-page quick reference guide
- Examples of good articles
- Article content definitions
- Metadata definitions
- Life cycle of an article - Knowledge States
- Style Guide
- Quality Criteria
- Visibility Matrix
- Language considerations
- Multimedia considerations
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Explain the purpose of the visibility matrix.
- Defines access and modification rights for the knowledge articles
- Defines who has access rights to knowledge, the type of access rights granted, and when those rights are available
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List the key components of a visibility matrix.
- The Knowledge Domain
- The Audiences
- The Knowledge State
- The Access Rights
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Explain the purpose of the KCS quality criteria.
- Assure article quality is defined and made explicitly known to all
- Create a basis for random sampling and define how knowledge will be scored
- Provide a context for delivering feedback to analysts
- Define how to calculate the knowledge quality index
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A score given to a person or group resulting from the review of the knowledge articles they contributed for a specified period of time; and indicator of the quality of the knowledge base is known as what?
Knowledge Quality Index
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A random sampling of knowledge articles to ensure quality is being maintained and to provide feedback to analysts, is what?
Knowledge Monitoring
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Identify the steps of knowledge monitoring.
- Develop a checklist and scoring system
- Evaluate a sampling of knowledge articles contributed
- Calculate Knowledge Quality Index and developing summary reports
- Provide feedback to analysts and management
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What role performs knowledge monitoring?
KCS Coaches
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What are the results or outcomes of knowledge monitoring?
- Knowledge Quality Index
- Feedback of the analysts
- Improved KCS skills
- Higher quality knowledge articles
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Knowledge articles that are created based on analysis of need and not in response to a specific issues is what type of article?
Evolve Loop Article
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Who creates Evolve Loop Articles?
Evolve Loop Articles are generally created by knowledge domain experts. They may also be created by instructional designers and technical writers as part of the release and deployment process.
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List common reasons to create evolve loop articles.
- Document processes (how to's)
- Document resolutions to programmed error messages
- Develop resolution paths or diagnostic structures when a collection of knowledge articles have common symptoms
- Document resolutions to potentially high impact issues as part of a business continuity plan
- Fill gaps in knowledge identified through the analysis of self-service usage
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Explain the two (2) types of issues reported to the support center.
Known - those issues which have been reported previously and a knowledge article has been captured. Known issues can be resolved more efficiently by leveraging the knowledge base.
New - those issues that have not been previously reported. New issues may require diagnosis and research to resolve and should result in a new knowledge article.
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List the benefits of a known versus new analysis.
- The ability to predict the maximum success rate of a customer who attempts self-service
- Improved forecasting of workload as known issues are resolved more quickly than new issues
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List the key success factors when implementing self service.
- Volume of Articles - is the volume of articles published sufficient to generate a high success rate? This can be predicted within the assisted service model prior to implementing self-service and should be used to predict an acceptable success ratio.
- Speed Published - how long does it take for a known issue to become available as a published article? The time needs to be short enough compared to the life-cycle of the issue to generate a sufficient return.
- Findability and Usability - these are two tests for accessing the quality of knowledge articles. Can the article be quickly and easily found? Once found, is there sufficient content and context in the article to make it usable by the intended audience?
- Navigation of Ease of Use - independent of the contents of the knowledge base, the technology used to enable self-service must be intuitive and easy to use. Can the customer easily navigate the website and easily search the knowledge base?
- Marketing - once a self-service option is implemented, it is necessary to communicate multiple times to the customer the availability and value of the self-service option.
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List methods used to evaluate the value of knowledge.
- Reuse in assisted service
- Self-service page views
- Customer feedback
- Frequency of reference
- Call avoidance
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How the organization will define and monitor quality and knowledge is known as?
Content Health
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What are three (3) major components of Content Health?
- Content Standard
- Content Migration Process
- Knowledge Monitoring
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What are the three (3) processes that enable value creation?
- Capture knowledge articles during the problem-solving process.
- Structure knowledge articles for reuse and system performance.
- Reuse knowledge articles to optimize the business.
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Who are the three (3) stakeholders that provide information to a solution?
- Customer
- Analyst
- Organization
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What is included in the minimum structure of a knowledge article?
- Issue/Question
- Environment
- Cause (optional)
- Resolution/Answer
- Metadata
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A document that defines access and modification rights for the knowledge base, is what?
Visibility Matrix
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What does UFFA stand for?
- Use It!
- Flag It!
- Fix It!
- Add It!
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Random sampling of knowledge articles to ensure quality is being maintained, is what?
Knowledge Monitoring
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What are the steps (4) of knowledge monitoring?
- Developing a checklist and scoring system.
- Evaluating a sampling of knowledge articles contributed.
- Calculating a Knowledge Quality Index and developing summary reports.
- Providing feedback to analysts and management.
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A score given to a person or group resulting from the review of the knowledge they contributed for a specified period of time; an indicator of the quality of the knowledge, is what?
Knowledge Quality Index
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A set of documents that defines how to capture, structure, and manage quality knowledge articles, is called what?
Content Standard
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