KCS captures knowledge, solves problems faster, enable self service, improve customer and employee satisfaction.
This article lists the competencies, responsibilities, and range of knowledge for a Knowledge Centered Service (KCS) Candidates (the first stage of licensing for KCS)
This article lists the competencies, responsibilities and range of knowledge for a KCS Contributor (the second stage of licensing for KCS)
Capturing the requestor's context - their words and phrases - improves findability for other requestors.
The Content Standard defines standards for content that promote consistency.
This article consist of process documentation of how to create a knowledge base article in TeamDynamix
This explains the KCS Roles (Candidate, Contributor, Coach, Publisher and Knowledge Domain Expert) (UFFA - use it, flag it, fix it, add it)
Knowledge Centered Service is a set of principles, practices, and techniques for creating, maintaining, and leveraging knowledge in an interactive environment.
Adding a Coyote One Stop Article or Service. How to request content be added to Coyote One Stop. This is a request to add any Knowledge to all of Coyote One Stop, not only Technology.
The Style Guide is part of the Content Standard which describes the writing style for articles (quality criteria, vocab, approved acronyms, file formats, how other articles should be linked, warnings, etc)
How to find article feedback that needs to be addressed?
How to remove an article that is no longer used
Article state is comprised of three metadata fields: article confidence, article visibility, and article governance.
This article gives examples of good and bad knowledge base articles
How to associate a Related Article with your article.
TeamDynamix Knowledge Base articles need to follow a specific Knowledge Centered Services (KCS) standard when being created and published. This article covers the structural elements of the KCS Content Standard. (Article Category, Subject, Structure, Issue/Question, Environment, Cause, Resolution & Metadata)
Provide Feedback with straight forward instructions
Quick Quality Reference Guide for writing good Knowledge Centered Service (KCS) Knowledge Base Articles part of the Content Standard with the following sections: Spelling Counts, Keyboard & Mouse Actions, Keyboard Names & Functions, Structuring an Article, Keep it simple, Be able to say yes to the following, need additional help
How to request articles be published before they are used 3 times
Use this article to request a change in TeamDynamix services.
This explains how to search for a knowledge base article
This explains how to link a knowledge base article to a ticket (incident, service request etc.)