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KCS Practice 2: Structure

The techniques for KCS® Practice 2 encourage a simple article structure. 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. 

KCS Method MindTouch Capability
KCS prescribed structure Mindtouch templates include headings, structure, and field definitions to guide authors to capture the right information.
Improve value through relevant links Recommended articles - Related content links are automatically generated to provide continual pathways.

 

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.

KCS Method MindTouch Capability
Capture at or near the point of interaction Author through MindTouch CRM Touchpoints so agents can create articles where they are already working. Read about the Touchpoint for Salesforce.
Resolvers take notes as they work on a request Use a draft workflow to allow authors to capture notes in draft mode while they are resolving.

 

From the Consortium for Service InnovationRead more about Practice 2 in the KCS v6 Practices Guide.

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

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