The AQI:
-
helps us maintain a high level of quality in articles.
-
provides a tool for coaches to provide feedback during the licensing process where TSEs are learning how to do KCS.
-
can be used to sample and score random articles after licensing when authors are publishing their own articles.
Article Quality Checklist
- Duplicate been avoided?
Use effective search techniques to determine whether relevant content already exists. - Release and Environment are understandable and standard.
Specific release and environment information is included if necessary and known. - Symptoms and solution validated.
The symptoms and solution have been tested and validated. - Content is in context of customer.
The words and phrases the customer used when filing the incident are incorporated into the article. - Content is concise and easy to consume.
Article text is clear, useful, and to the point: complete statements and bulleted lists are used. Numbered procedures, such as steps to reproduce or a workaround, are clear, appropriate, and can be done by the article audience. - Metadata fields are set correctly.
Fields on the article record, such as Audience, Knowledge Base, and Category, are set properly for the article content. - Provided links are appropriate, valid, and accurate for selected audience.
Links are useful to the article audience, are valid, and open in a new window/tab. - Appropriate article template used.
The correct knowledge template was used. - Title reflects content and represents the customer's perception of the issue.
The title uses customer-friendly language to describe the issue. - Attachments and screenshots are visible and context adding, not context replacing.
Attachments and screenshots are appropriate and visible to the article audience. Make sure the Display Attachments checkbox is selected.
5 Comments
