Linking incorrect knowledge articles

[RogueFader]

Hi all

I was wondering how people deal with issues/teams, where an analyst will link or attach an incorrect knowledge article to an incident. Example, analyst links an Adobe article to an issue regarding MS Teams.

At the moment, I'm trying to push our global 1st line teams to link/attach an article if they used it to resolve an issue.

What I'm seeing is a lot of incidents where no knowledge linked, meaning they're resolving and not needing to reference an article, or simply not bothering to link, also some issues where articles that have no bearing on the reported issue or resolution notes is linked.

Thanks

[belzy]

For us, we don't attach a "NoKBFound" article to tickets without corresponding articles. Instead, we tell them to create a draft article so everyone can see and attach it, then fill out the steps later. We also set up automation to publish the draft article internally after it has been used a certain number of times.

[David Kay]

In KCS, we build the importance of accurate reuse into training and coaching, relying on the many WIIFMs of linking, as was mentioned. ("Start with the 'why!'")  We check linking and link accuracy with the recently-updated Process Alignment Review.