I wanted to provide feedback on the webinar that addresses KCS:
- The magnifying glass symbol is a bit confusing to point to the Knowledge Capture app from a ticket. You may want to rethink this icon and maybe change to a KM button.
- Flagging articles is useful if the feedback submitted through Knowledge Capture app can be directed to the author or maintainer of the article. (We submit to the author/owner of the article).
- The Submit for Review option on the article editor menu is a status change. The results can be found in Guide Admin if you look at the Awaiting Review filter. The problem with this is that the articles may sit there for quite a while before the articles are reviewed. A better implementation is to email the author/owner of the article so that he/she knows that the article is sitting in that "queue". Most agents are concentrating on ticket processing and not monitoring KM filters in Guide Admin.
- KCS I authors/owners should be able to edit a published article if they own it. However, they should only be able to submit the changes to a reviewer to republish. Eg: We are adding Expiration date labels to articles. Each author/owner should be able to change those labels at any time. However, with the current implementation of permissions, once an article is published, the KCS I author/owner cannot go back into the article to make changes and submit for review.
- Guide should be able to report on articles and the URLs that are linked from that article. There should be an easy way to determine if these links are broken or not so that they can be immediately flagged. Guide should do automatic detection of these links and auto-send an email to the author/owner or Knowledge Manager to notify if a link is broken.
- Article expiration (verification) is a good way to verify and maintain articles in the KB to be sure they are accurate, relevant, and current. Just using the Knowlege Capture app to provide feedback is not the best way to maintain articles since only the viewed articles will be maintained. Others will sit in the KB indefinately. So, using article verification rules ensures that agents will at least look at those articles to decide if they 1) need to be updated, 2) can just be verified (no changes needed) or 3) be archived.
- Knowledge Capture linking should trace all linking (KB articles, community posts, and with federated search any external pages that are linked to tickets) These are all linking actions that should be tracked to show all the work that agents are doing. Adding/pasting links from Microsoft, Apple, Github, Salesforce, and other external sites should be tracked automatically in the metrics.
Hope this helps.