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Changing the KCS Workflow
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…
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100% KB Currency Rating (Dec 16)
Our Knowledge Base content currency rating for December 2016 is 100 percent—thanks to the service owners and knowledge domain experts who took the time to review the original 189 articles imported into the KB in May/June 2015. As a result: 151 revised articles have been renewed for another six months of service 33 outdated articles…
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KCS Pilot: State of the Knowledge Base
This week, the KCS Pilot marked a major milestone! We have added 63 new published cases for public use, eight published cases for IT use, and 364 draft cases for use by the Service Desk. Add these to the existing 183 published Knowledge Articles, and we have a Knowledge Base of more than 600 articles!…
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KCS Pilot publishes first Knowledge Articles
We are now in our third week of the KCS Pilot, and so far things are going great—the pilot group has doubled the size of the Knowledge Base! Even better, we’ve started publishing some of this knowledge out to the world, when appropriate. Not all knowledge is suitable for publication to the outside world, such as…
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KCS Pilot: Week_1 Update
The KCS Pilot is off to a tremendous start! We’ve created 114 KCS articles based on user demand. These new articles are available for internal use now. And some of these articles will be published, as the process demands, to augment the 182 published knowledge articles that currently exist in the Knowledge Base. The upward…
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