KCS Practice 4: Improve
KCS Practice 4 Techniques
Articles with the most demand, and therefore value, have the most opportunity to meet evolving user needs.
Technique 4.1: Reuse is Review
Reference the content captured in your central repository (your knowledge base) in every interaction to regularly improve the most important content. Through process integration and collective ownership, your knowledge base becomes the most comprehensive and current source of knowledge.
Technique 4.2: Flag it or Fix it
As KCS articles are used, they are continually updated for ongoing improvement. Quick fixes are updated immediately while issues needing more attention are flagged to trigger a workflow.
Technique 4.3: License to Modify
Content permissions, part of the KCS licensing model, are an important capability to allow all your knowledge workers to participate while only certain knowledge workers are granted higher privileges when appropriate.
Expert Capabilities for KCS Practice 4
Capture Manager for Service Cloud Link to Case feature to tracks which knowledge articles are reused the most. Flexible permissions enable the right people to be able to fix or flag the content they use and automatically adjust page permissions based on article lifecycle states. Use Capture Manager or Capture Manager for Service Cloud to flag articles.
From the Consortium for Service Innovation: Read more about Practice 4 in the KCS v6 Practices Guide.
KCS® is a service mark of the Consortium for Service Innovation™.