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Last Post 07/12/2019 10:47 AM by  Rod Weir
Building knowledge management and KCS into the workflow
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Rod Weir
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07/12/2019 10:47 AM

    Here's a workflow idea to assist with improved knowledge base articles and knowledge management / KCS

    As part of a support workflow, build into the resolution phase a question to ask the agent/operator whether the job would make a good candidate for a knowledge base article.  If the agent answers yes, then flag to job via a milestone, a keyword, or some other mechanism.  This can then be searched later (via Job Finder / Saved Searches etc) and used to target specific jobs/knowledge concepts for article creation/refinement.

    kcs workflow knowlege base article candidate resolve job

    When the workflow is complete in HelpMaster, any milestones that were passed during the process will be displayed in the workflow panel.

    kcs knowledge base candidate

     

    Milestones can then be searched via the Job Finder, and saved as a "Saved Search".

    kcs knowledge base candidate saved search

     

    There are many ways to improve the basic workflow of each type of job within HelpMaster.  What will you design with the workflow?

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