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MindTouch Success Center

KCS Practice 3: Reuse

The techniques for KCS® Practice 3 aim to leverage existing knowledge to gain operational efficiency.


Technique 3.1: Search Early Search Often
KCS Method MindTouch Capability
Search the knowledge base in real-time MindTouch search automatically indexes new content and adapts to serve more relevant results over time.
Search must be integral part of all knowledge worker process Interact with MindTouch functionality and content through various system or web integrations. Read about the search-in-place Touchpoint.

 

Technique 3.2: Seek to Understand What We Collectively Know
KCS Method MindTouch Capability
The more context we give the search engine, the better the search results MindTouch search automatically indexes new content and adapts to serve more relevant results over time.
Teach people how to search effectively Search faceting - Users can refine search results to find what they need.

 

Technique 3.3: Linking
KCS Method MindTouch Capability

Linking to an existing KCS article

Integration - Connect articles to support cases inside of ticketing systems to generate linked relationships
Articles can act as a context-sensitive index to the other resources Recommended Articles - Machine learning algorithms surface related articles to users based on their activity. This allows articles to be reused and resurfaced to users, if the information is relevant

 

From the Consortium for Service InnovationRead more about Practice 3 in the KCS v6 Practices Guide.

KCS® is a service mark of the Consortium for Service Innovation™.

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