KCS Methodology & KA Template
Who creates, modifies, and reviews articles for publishing to a defined audience?
What is a Contributor?
Article steps are to be __________, additional information and notes are to be listed by _________.
What is numbered and bullet
Who has the role to keep and maintain a healthy knowledgebase
What is Knowledge Domain Analysis - ( KDA)
What does KCS Stands for
Knowledge Centered Service
This field requires Ticket type and area?
What is the Internal Detail.
Name the four Article Attributes?
What is WIP, Not Validated, Validated & Archived
This field is used to record where the customer is experiencing their issue.
What is Environment Details
This field is used to capture customer's context
What is Issue Description?
Who has the role to create internal articles, can modify their own but cannot modify others
What is Candidate?
The field is used to enter generic issue description with the product name at the beginning.
What is Title?
Who publishes content to an external audience?
KCS Publisher
What process is performed for duplicate articles?