Search words and phrases are candidate content for improving existing KCS articles or creating new KCS articles. They are especially valuable because they capture customer context. Content used for searching should be saved, updated based on search results, and should become the beginning of a new KCS article in the event a KCS article does not already exist.
Content like the problem and environment (from the basic structure) frame the KCS article. This WIP (Work-in-Progress) KCS article should be saved in the knowledge base and submitted to the appropriate people for resolution (this process varies based on role and KCS license). A WIP article lets other Analysts in the organization know that the problem has been reported. When the resolution is determined, we simply add it to the WIP article. We consider this KCS article complete and mark it with the state appropriate to the KCS license and confidence of the user. In the event that other open cases have been linked to this WIP article, they can be quickly resolved.
The process of framing and finishing KCS articles draws people into using the knowledge base as the basis for problem solving. This, in turn, ensures that the collective experience of the organization is being captured and applied in the process of solving problems.