Capture Context in the Moment

Tags KCS

Issue/Question

Customer Context is as important as content

Environment

  • KCS
  • We don't know what we know until someone asks us
  • We cannot provide all the information we have or know until we are asked the right question

Cause

A major step toward KCS adoption embraces the distinctive, real-time way knowledge is created and shared. Rather than being documented after the fact, KCS articles are created as part of the interaction and immediately made visible to others

Resolution

Note: The objective of capturing KCS article elements is to frame the situation.  To capture need, perception, experience, and relevant aspects of the environment into a Framed Article or  KCS Article status: WIP

  1. With KCS, we seek to understand the customer's experience before resolving
  2. Understanding requires information about both the perceived issue, in the customer's words, and the environment in which the issue is occurring or a Framed Article
  3. By capturing the customer's perception of the situation in the first interaction, we dramatically improve the findability and relevance of the KCS article for other customers who might have the same or similar perception of this issues in the future 
  4. Even if the customer's perception of the situation proves to be wrong, capturing it will improve the findability of this article for others 
  5. Capture with the relevant Issue/Question and environment  
  • The customer's search terms can be used to modify an existing article and improve its findability or
  • To create an issue statement in a new KCS article if one doesn't already exist
  1. Resolution and Cause in the article will be added at a later time by the Primary Responsible for the ticket

    Note: Technicians may capture additional details to more precisely characterize the issue 
  • Technical accuracy in the Issue statements is not required
  • Technical accuracy is critical in the environment, resolution, and cause 
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