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Consortium for Service Innovation

Examples of KCS structured Knowledge Articles

Issue

We are implementing KCS and need examples of KCS Structured Knowledge Articles.


Resolution

  • Many variations for formatting KCS-structured articles 
  • Basic structure stays the same: see section in the KCS v6 Practices Guide about article structure (Title, Problem/Issue, Environment, Resolution, Cause)
  • A simple structure looks like the articles in KCS knowledge base (example here)
  • Another approach how Intel presents their knowledge articles (example here)
  • Most Consortium for Service Innovation member companies use KCS in their support organizations. Review their support content for other examples.

 


Environment/Applies to

  • KCS v6 Practices Guide
  • KCS Article Structure

Cause

New to KCS implementation

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