KCS Practice 2 Techniques
Record information in a consistent format for efficient knowledge-capture that improves readability and findability.
Technique 2.1: Use a Simple Template
A template ensures a consistent article format that includes all information needed for a high-quality KCS article. Capture at the beginning of the interaction to get the most accurate context.
Technique 2.2: Complete Thoughts, Not Complete Sentences
KCS is designed to guide authors to work in a different way that enables efficient knowledge capture. Implemented properly, resolvers do not take on additional work, but work in a way that easily contributes to shared knowledge. Responders capture at or near the point of interaction and take notes as they work on a request.
MindTouch Capabilities for KCS Practice 2
Create dedicated KCS templates for Mindtouch Capture Manager to include headings, structure, and field definitions that guide authors to capture the right information.
Capture Manager for Service Cloud includes knowledge authoring capabilities within Salesforce that automatically includes the requester's words from the ticket.
From the Consortium for Service Innovation: Read more about Practice 2 in the KCS v6 Practices Guide.
KCS® is a service mark of the Consortium for Service Innovation™.