Acronyms
KCS
What is Knowledge Centered Service?
KCS Level 1 that is the "beginner" role within KCS.
What is a Candidate?
The initial state of an article.
What is Work in Progress?
Use these for lists when order does not matter.
What are bullets?
The most linked article in KCS.
What is password reset?
LZS
What is Level Zero Solvable?
KCS Level 2 that can edit and modify all articles within KCS.
What is a Contributor?
An article the author considers complete but has not been reviewed.
What is Not Validated?
Use these for procedural steps where order is important.
What are numbers?
What are numbered lists?
Doing this prevents duplicate articles from being created.
UFFA
What is Use It, Flag It, Fix It, Add It?
KCS Level 3 that maintains knowledge and ensures data quality within articles.
What is a Knowledge Domain Expert (KDE)?
An article that has been reviewed and there is high confidence in the resolution.
What is Validated?
These must be spelled out before they can be abbreviated.
What are acronyms?
This article is usually started by one team then passed off to another.
What is an Escalation article?
ITSM
What is Information Technology Service Management?
KCS Level 3 that mentors and grade articles.
An article that requires additional clarification or technical update or review?
What is Flagged?
These should be correct and accessible and spelled out so they may be copied and pasted.
What are hyperlinks?
This type of article contains two or three things to try and contains an important keyword.
What is a Troubleshooting article?
HDI
What is help Desk Institute?
KCS Level 3 that has the ability to publish articles to the technology portal.
What is a Publisher?
An article that has been validated and is customer-facing.
What is Published to the Portal?
Only these items should be emphasized in this format: button names, menu items, expandable menu items, check boxes, radio buttons, file names and file paths.
What is bold?
What is bolding/bolded?
This is an article without a solution.
What is a Framed Article?