Capture

Question 1

✔ Identify why capture in the workflow is important in a KCS environment (PG 18)

Answer 1

It becomes part of the troubleshooting process, rather than a tedious task after the fact. It also eliminates the risks of misremembering information.

Question 2

✔ Identify the importance of the visibility of a framed or Work-In-Progress KCS article (PG 23)

Answer 2

Visibility is important - it lets others know that the issue has been reported. When a resolution has been found, linked cases can also be resolved.

Question 3

✔ Identify the criteria for determining if a statement is relevant to capture (PG 23)

Answer 3

• Words and phrases the requestor uses to describe the issue
• Environment statements
• Information that distinguishes this article from other articles with similar symptoms but a different resolution (most often environment statements)
• Diagnostic process used in resolving the issue (details or how to do complex, reusable diagnostic processes are often articles themselves)
• Resolution statements which completely resolve the issue described by the requestor