KCS Methodology
Improving the article, making changes or updating the steps to resolution is known as:
What is Flag & Comment?
Article steps are to be __________, additional information and notes are to be listed by _________.
What is numbered and bullet
Process for customer's issues:
What is Steps to Resolution?
What does KCS Stands for
Knowledge Centered Service
What is 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?
Another term for key word information
What is Search Early, Search Often?
Name the KCS Metrics
What is Linking Rate. Linking Accuracy & AQI?
KCS Awards are called:
What is Influence Awards?
Do this before you close the case
What is attach the article to the case?
Track Order from Vendor
What is E2C Drop Ship Tracking? or What is article 21760?