Content Health

Question 1

Identify when to create a new article vs. update a KCS article (PG 38)

Answer 1

When article for unique resolution within specific environment doesn’t exist

Acceptable redundancy:
- KCS articles for the same issue but for different target audiences
- KCS articles that capture wholly different experiences but have the same resolution and cause

Question 2

Identify the elements of the KCS methodology that contribute to the creation of quality KCS articles (PG 60)

Answer 2

• Article structure, definition of each field
• Good and bad article examples
• Metadata definitions
• Article Confidence
• Article Audience
• Article Governance
• Templates
• Style guide
• Supporting material - form and criteria for links from articles
• Vocabulary - preferred terms
• Multi-language considerations - guidelines to ease translation
• Multimedia considerations - how to use images, videos etc. in articles
• Quick reference guide - one page with tips and hints on how to write a good article

Question 3

Identify the key enablers for self-service success (PG 79)

Answer 3

1. Findability - context, structure, and rich environment statements.
2. Completeness - 90/0 rule - knowledge is time sensitive
3. Access - Easy to find? Ideally integrated into user interface
4. Navigation - Intuitive? Align with requestor’s intent? No dead ends.
5. Marketing - The “build it and they will come” model doesn’t work for self-service mechanisms.

Question 4

✔ Identify best practices for dealing with legacy data (PG 65)

Answer 4

• Make the old knowledge repositories read-only
• Search the new knowledge base first
• If a KCS article is not found in the KCS knowledge base, search the old knowledge repositories
• Repurpose the old content that is useful (based on demand) to create articles in the KCS knowledge in the requestor’s context and in the KCS structure.

Question 5

✔ Identify the criteria for publishing to an external audience (PG 54)

Answer 5

Maybe only validated articles -> Partners & Customers

Maybe when article reuse reach threshold -> visible to given audience

Early: Visibility based on reuse
Mature: 90/0

Question 6

✔ Identify the purpose of the metadata field for Article Confidence (PG 52)

Answer 6

Article lifecycle: WIP, Not Validated, Validated or Archived.

Question 7

✔ Identify the purpose of the metadata field for Article Audience (formerly Visibility) (PG 55)

Answer 7

It shows who the article is relevant to and/or who is allowed to view the article: Internal, Partners, Customers, Public, Domain

Question 8

✔ Identify the purpose of the metadata field for Article Governance (PG 58)

Answer 8

Control sensitive, critical or regulated information. Experience based or compliance based.

Question 9

✔ Identify the benefits of Just-In-Time publishing (PG 56)

Answer 9

The value of knowledge expires quickly, so it’s important to share it as soon as possible. This will increase the use of and success with self-service.