{"id":951,"date":"2017-01-10T10:16:18","date_gmt":"2017-01-10T15:16:18","guid":{"rendered":"http:\/\/sites.miamioh.edu\/itservices\/?p=951"},"modified":"2017-04-04T18:01:00","modified_gmt":"2017-04-04T22:01:00","slug":"changing-the-kcs-workflow","status":"publish","type":"post","link":"https:\/\/sites.miamioh.edu\/itservices\/?p=951","title":{"rendered":"Changing the KCS Workflow"},"content":{"rendered":"<p>During our post-Pilot assessment, we found a faster way to publish our articles: Our process (<strong><a href=\"https:\/\/miamioh.instructure.com\/courses\/38857\/modules\">and training<\/a><\/strong>) now incorporates use of the Knowledge lifecycle to identify the KCS articles that are ready for publication.\u00a0This small change to our workflow will speed up our time to publish, allowing us to know in near\u2013realtime when an article has been used three times.<\/p>\n<p>What does this mean for KCS participants?<\/p>\n<p>If you\u2019re a KCS I, it means that any time you USE a KCS article to solve a problem: Scroll down to the <em>Was this helpful?<\/em> box, click the <em>Yes<\/em> button. If you wrote the article you are linking, click the <em>Submit<\/em> button on the article to move it to <em>Submitted<\/em> status, instead of flagging it.<\/p>\n<p>If you\u2019re a KCS II, you have the ability to move articles through the Knowledge lifecycle. This means that any time you use\u00a0a KCS article to solve a problem, move it up one status\u2014from <em>Not Submitted<\/em> to <em>Submitted<\/em>, or from <em>Submitted<\/em> to <em>Approved<\/em>. Similarly, if you link a KCS article that has been flagged as helpful, move it to <em>Approved<\/em> status. In any case, continue to link the article from the ticket, no matter what its status.<\/p>\n<p>We\u2019ve updated the <strong><a href=\"https:\/\/miamioh.instructure.com\/courses\/38857\/modules\">Canvas training modules<\/a><\/strong> for KCS I (<strong><a href=\"https:\/\/miamioh.instructure.com\/courses\/38857\/pages\/workflow-for-phone-+-chats?module_item_id=487174\">Workflow for Phone + Chats<\/a><\/strong>, <strong><a href=\"https:\/\/miamioh.instructure.com\/courses\/38857\/pages\/workflow-for-email-+-escalated-tickets?module_item_id=551408\">Workflow for Email +Escalated Tickets<\/a><\/strong>) and KCS II (<strong><a href=\"https:\/\/miamioh.instructure.com\/courses\/38857\/pages\/the-knowledge-lifecycle?module_item_id=641348\">The Knowledge Lifecycle<\/a><\/strong>) to reflect these changes. Read through them again for more information.<\/p>\n<p>You can follow our progress on our website at <strong><a href=\"http:\/\/miamioh.edu\/kcs\" target=\"_blank\">miamioh.edu\/kcs<\/a><\/strong>. And as always, if you have questions, comments, or suggestions, please <strong><a href=\"https:\/\/docs.google.com\/a\/miamioh.edu\/forms\/d\/e\/1FAIpQLSfASE1ahd6OTuu9Q3TjUL0G7hsVRp-Js6Ar9JeAEFn72lCs0Q\/viewform?c=0&amp;w=1\" target=\"_blank\">contact any member of the KCS team<\/a><\/strong>!<\/p>\n<p>Stay tuned for details!<br \/>\n-The KCS Team (Tim Ward, Sofia Olaya, Em Smith, and Pete Ferris)<\/p>\n<p>TL;DR: When a KCS I uses\u00a0an article, click the <em>Yes<\/em> button to indicate it was helpful. When a KCS II uses\u00a0an article, click <em>Edit Article<\/em>, go to <em>Settings<\/em> tab, and change article <em>Status<\/em> from <em>Not Submitted<\/em> to <em>Submitted<\/em>, or from <em>Submitted<\/em> to <em>Approved<\/em>. Continue to link the article from the ticket, no matter what its status.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":1674,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"_s2mail":"yes","footnotes":""},"categories":[6,4],"tags":[9,7],"class_list":["post-951","post","type-post","status-publish","format-standard","hentry","category-how-we-work","category-it-news","tag-kcs","tag-service-excellence"],"_links":{"self":[{"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/posts\/951","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/users\/1674"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=951"}],"version-history":[{"count":0,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=\/wp\/v2\/posts\/951\/revisions"}],"wp:attachment":[{"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=951"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=951"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sites.miamioh.edu\/itservices\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=951"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}