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Consortium for Service Innovation

Practice 2: Structure

Overview

KCS proposes a simple structure or format for knowledge articles.  This serves the goal of creating articles that are findable and usable.  A simple structure improves the readability of the article and provides context for the content. It can contribute to the relevance of search results. And, a simple structure helps immensely in environments dealing with multiple languages for requesters and/or responders. 

 

Techniques

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