During our post-Pilot assessment, we found a faster way to publish our articles: Our process (and training) now incorporates use of the Knowledge lifecycle to identify the KCS articles that are ready for publication. This small change to our workflow will speed up our time to publish, allowing us to know in near–realtime when an article has been used three times.
What does this mean for KCS participants?
If you’re a KCS I, it means that any time you USE a KCS article to solve a problem: Scroll down to the Was this helpful? box, click the Yes button. If you wrote the article you are linking, click the Submit button on the article to move it to Submitted status, instead of flagging it.
If you’re a KCS II, you have the ability to move articles through the Knowledge lifecycle. This means that any time you use a KCS article to solve a problem, move it up one status—from Not Submitted to Submitted, or from Submitted to Approved. Similarly, if you link a KCS article that has been flagged as helpful, move it to Approved status. In any case, continue to link the article from the ticket, no matter what its status.
We’ve updated the Canvas training modules for KCS I (Workflow for Phone + Chats, Workflow for Email +Escalated Tickets) and KCS II (The Knowledge Lifecycle) to reflect these changes. Read through them again for more information.
You can follow our progress on our website at miamioh.edu/kcs. And as always, if you have questions, comments, or suggestions, please contact any member of the KCS team!
Stay tuned for details!
-The KCS Team (Tim Ward, Sofia Olaya, Em Smith, and Pete Ferris)
TL;DR: When a KCS I uses an article, click the Yes button to indicate it was helpful. When a KCS II uses an article, click Edit Article, go to Settings tab, and change article Status from Not Submitted to Submitted, or from Submitted to Approved. Continue to link the article from the ticket, no matter what its status.