Process Guide
The Process Guide is stored here (be specific).
Confluence, under Team Wide Documentation> Salesforce Workflows.
Add this label to your Jira when you've created a KI article.
PK_KICreated
When your Jira is open and pending development review, this status is appropriate for the KI article.
In Review
Set your case to this status after you've attached your article.
Known Issue
Support Process Design (SPD)
Navigate here to find a resource for field explanations and templates for your Known Issue article.
Known Issue Field Definitions and Content Standard
This label is appropriate if your Jira is only applicable to a single context and confirmed to be unreplicable in other tablespaces.
PK_KINA Label
When you change the status of your article you should also add a note in this field.
Update field
When setting your case to Known Issue status, this field must be filled out in order to save.
Comment Body (Additional Comments, Case Comment)
These sections on your Known Issue article contain information about your Jira.
Known Issue Detail and Internal Workflow
Because we're unable to create a case list view using the Known Issue article number, you instead create your list view with one of these two fields.
Jira ID or Case Number
Complete this field in Jira once your KI article has been created.
Knowledge article link
This status should be used when a fix has been identified for your Jira, but has not gone GA yet.
Planned Status
You do this to your parent case once your Known Issue article has been created and attached.
Set the case to Known Issue status
These 2 things need to be included on your Known Issue article if your Jira has been reviewed by Patient Safety.
1. Known Issues: Patient Safety KDC
2. "This issue has been reviewed by our Patient Safety team and assessed for potential impact." included in the Description
Add at least one of these to your article to ensure it populates as expected on the Success Community and to notify customers that a new Known Issue has been posted.
Known Issue KDC
Look here in Jira to find tasks that are pending KI article creation.
Product Knowledge - Known Issues Dashboard
When your Jira is placed into a Rejected status, it's likely appropriate to move your KI article to this status.
Not Planned
Take these actions if a case has been incorrectly attached to a Known Issue article.
1. Detach incorrect Known Issue article
2. @ mention the agent and @ mention Customer Care Quality (CCQ) to provide feedback
3. Work the case (assign to previous owner, NMI, attach correct article, etc.)
If you have a question about customer-facing article formatting you can reach out to these queue-specific KCS aficionados.
PK KCS Publishers
In the Community Case Creation section, these 4 items should be filled out if you want to allow a customer to create a case from your article.
1. Allow Case Creation from Article
2. Enable Online Interaction Channel
3. Enable Phone Interaction Channel
4. Classification for Created Case
Navigate here to review Jiras that have been reviewed by Patient Safety that have, or may need, a Known Issue article (2 options).
Patient Safety Known Issue Articles & Candidates Dashboard or Product Knowledge - Known Issues Jira Dashboards
These 5 fields should be updated when a KI article is moved to Resolved.
KI Status - updated to Resolved
Resolution Field
Internal Workflow
Known Issue Resolved box checked
Updates field
Take these steps to utilize bulk actions to change the status on multiple cases.
1. Create a list view (by Jira or case number)
2. Choose Status from the list view
3. Select case status (Known Issue or Resolved)
4. In Comment Body, add a customer-facing note
5. Click Save
CSMs or customer-facing stakeholders can ask questions and find resources related to Known Issues here.
PK - Public > PK - Known Issues channel