The training for the Pilot Team focuses on KCS practices including the content standard and the Workflow Process that were created during the Design Session.
This session focuses on teaching the Support Analysts how to do KCS and ideally moves them into a Knowledge Contributor role. The team members will learn how to capture, structure, and reuse information all while assisting the customer.
This is a half-day workshop with the following goals:
During the pilot, the KCS Adoption Team begins to use the Article sampling and scoring process outlined in the content standard and the Article Quality Index (AQI) that were created during the Design Session. The Coaches then give feedback based on the criteria in the AQI to the Pilot Team members.
All groups must successfully exit Phase 2. Depending on the size of the organization, subsequent waves may be necessary to deploy KCS to all Support Analysts. Using a wave approach assures that each team is creating quality Articles before adding more people.