Principles
This group of people drives the demand of content
Who are the customers?
The location on the article where you enter confluence links.
What is the Internal Notes section?
Oh No! Everyone logged into the CSH can see my article, regardless of their permissions. I must have missed this setting.
What is a Category?
What does KCS stand for?
Knowledge Centered Support
Guest visitors to the Customer Support Hub.
What is Public Knowledge Base?
This is a Methodology, not an application.
What is KCS?
Sherlock does this Early and often.
What is Search?
This guy learns from my case documentation and article attach habits.
Who is Einstein?
What two loops make up KCS practices?
Evolve & Solve Loop
This is the default setting where articles are not exposed to customers.
What is Internal?
Created at the time of interaction.
What is an article?
What icon is used to attach an article?
Paperclip Icon
This field is used to route CSH users to the correct support form.
What is the Support Page?
Capture Structure Resuse Improve.
What is the Solve Loop?
Authenticated customer contacts who have Customer Support Hub access (login required) can see articles that are linked to a permission set to which they are assigned.
What is visible to the Customer?
What is UFFA?
Use it/Flag it/Fix it/Add it
I use this tab to upload a document.
What is the Related tab?
What button is used to send a Draft Article to a coach for Publishing?
Assign
Content health/Leadership and Communication/Performance assessment/Process integration
What is the Evolve Loop?
What is the Category setting in an article tied to?
Permission sets & Metadata.
Abundance, Trust, Demand-driven and Create value
What are the four principles of KCS?
If you edit the title, repopulate what?
What is the URL?
I use this option to search for Draft articles.
What is Filter?
Amy, Jason, Louis, and Mindy
What are the coaches (or four people who have never been in your kitchen)?
Topics (set on the CSH by an admin), Categories, Metadata and Permissions.