Examples of KCS Structured Knowledge Articles

Issue

We are implementing KCS and need examples of KCS-structured Knowledge Articles.

Resolution

There are many variations on formatting KCS-structured articles, but we highly recommend using one basic template.

• See the section in the KCS v6 Practices Guide about article structure.  Usually the article includes a Title, Problem/Issue, Environment, Resolution, and Cause.
• This article (and the others in this section) are formatted in a simple KCS structure!
• Most Consortium for Service Innovation Member companies use KCS in their support organizations. A few specific examples:
  • Autodesk
  • F5 (also see this KCS-structured article on knowledge sharing at F5!)
  • Intel
  • Thermo Fisher Scientific

Environment/Applies to

• KCS v6 Practices Guide
• KCS Article Structure

Cause

New to KCS implementation