How we create new content using KCS in the ticketing process
By Mary Paez, Knowledge Manager, and Sahar Padesh, Support Operations Manager at Veeva
How do we create new content?
We have integrated KM & KCS into the ticketing process. Our Agents are using Knowledge Capture to:
- Search & Review articles for accuracy & relevancy.
- Add articles to resolve & close a ticket.
- Create new articles using two HTML templates.
- Provide feedback on articles for content maintenance.
How do we know what content to create?
The Agent reads through tickets to see which topics lend themselves to articles that can be used by multiple customers. In addition, reoccurring questions or problems lend themselves to new articles. We group related articles into Knowledge Collection articles. This way customers bookmark one article and can refresh it to get an updated list of articles. Example: All product errors & related solution articles, all product tutorials, all product webinars, Product Q&As, etc.
How is our team structured for creating new articles?
We have three geographic regions of Agents that handle tickets. Once Agents are enabled & have technical background, they can start authoring articles. The Knowledge Manager or KCS Coach provides enablement on the workflow for creating, reviewing, & publishing articles. We have 3 levels of Agents:
- KCS I (Create) - submit all articles for technical review to team SMEs and then for quality review
- KCS II (Create & Review) - have the technical skills to author the article but must submit articles for quality review
- KCS III (Create, Review & Publish) - can Create – Review – Publish all articles
The Knowledge Manager performs the quality review & publishes the article. We use Article Quality Index (scoring criteria) to score articles created by KCS III to be sure that the articles meet at least an 85% score. Eventually, we want all Agents to be at the KCS III level to reduce Time-to-Publish (T2P).
Article maintenance is done through the flagging feature for KCS III and eventually everyone once they are promoted to that level. New Agents use the KM workflow & KCS Levels until that time.
Are other teams involved?
Customer Success Managers and Level 1 Agents can now submit articles however, they must use the same workflow to get articles approved before publishing. They can advance through the KCS Levels.
Our Customer Success Managers (internal) must submit all content through the Knowledge Manager who works with each product SME (to verify technical content) to publish the articles.
What is the workflow for new article creation?
There are four basic steps to the workflow:
- Submit article for Technical Review – add technical review label to article
- Submit article for Quality Review – add quality review label to article
- Publish the Article – all articles marked with QC label (quality check)
- Archive the article – put article into Draft status, and classified into Archive section
To submit an article for technical review, the Agent adds a “technical review” label to the article. The team leads have Manage Articles permission and can set up a filter to find these articles by the label. Once technical review is complete & the Agent updates the article with any changes, the author removes the “technical review” label and adds the “quality review” label.
The Knowledge Manager (KM) has a filter to search for these articles and makes changes as needed. The KM sends an email to the author to let him/her know the article is published. The KM adds the QC label to the article and publishes it.
Eventually, most of our Agents will get promoted to KCS III and be able to publish their own content. At that time, we will rely on flagging to maintain the article relevancy, accuracy, and technical content.
What are the metrics (such as time-to-publish) that we track?
Yes. We maintain an internal wiki page that lists various KM metrics reports that are transparent to the entire team. We track the following:
- # of articles in Draft & Publish per Agent, Region, for month/quarter
- # of articles that went through quality review per Agent, Region, for month/quarter
- # articles created for each Product for month/quarter
- # tickets vs # articles by Product area to do Gap Analysis per month – we have aligned our ticket product areas with the ZD Guide categories & sections
- Knowledge metrics - # Creates, # Links, # Feedback, by Agent by Region, for month/quarter
- Articles with most accesses from our Help Center – use Google Analytics
- Measure Agent performance by finding # article accesses & # articles added to (linked to) tickets
- We hope to use Answer Bot also to measure ticket deflections along with post ticket feedback that asks customer Q about finding articles in KB that prevented opening of a ticket
- Measure productivity - # articles created on average per Agent per month
- Distribution of articles by product & by region to show growth of KB overall and by product
- Measure # articles in customer-facing KB and # articles in our INTERNAL KB
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I'm curious on how you report on your various KPIs. Are these mostly insights reports?
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1. From Ticket UI - to show growth & ownership of KB. For # articles created (Draft & Published), I go into a ticket. Along the apps side (right), there is an option to get the Articles created per agent. This produces a simple csv where I can extract into Excel, format, and chart. I show monthly and quarterly results. I must run it on the last day of each month as there is no month filter to give me the end-of-month results if I am a day late.
Caveat: I notice when I click the Export button the first time, I get some results. I actually have to click the button a 2nd time (to generate a 2nd downloaded file) to verify the results are correct. I do a query in Manage Articles UI to verify the numbers on the 2nd file.
2. From Insights: I also use the Knowledge Capture app results. We created a Dashboard with a month filter to let me get a list of all agents using KC app and how many creates, links, and feedback. We created three reports on that Dashboard one for each geographic region. We created a 4th report for each region that gives us the link rate info (# tickets with links and # tickets solved) for each month. I have do do the division to actually get the link rate (which should be 65-85% industry standard).
3. Answer Bot reports give me the ticket resoltution information. We filter by date and type of support request.
I have Quarterly ops review to do an entire summary of our metrics. It takes me an entire day to update all my workbooks/spreadsheets and produce the summary information each month. I gather and update all on the last day of the month (end of day). -
Thanks for the detailed reply. I'll definitely have a look at that for my project!
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