Best practices for managing Knowledge Feedback requests

[StephLindorff]

Though there is a lot of potential, there's not a lot of muscle to the Knowledge Management module straight out of the box. What have you done to enhance knowledge management - workflows added, configuration options turned on, etc.

Thanks!

Stephanie Lindorff
Ecolab Global Knowledge Manager

[Kostya]

Hmm, best practices? Good question. My experience is, there is almost no best practices.
What do you expect from feedbacks? And from Knowledge Base. Some extensions I did see or implemented myself :
- Implement a kind of Carma for Users giving Feedbacks. The user has a score system and there are some competitions within knowledge team and end customers in general
- Bad feedbacks does create Customer Satisfaction tickets (custom task type) that are assigned to responsible groups
- Best articles are displayed on homepage as top 10 and randomly

All depends on your needs

Kind regards

[danielbilling]

Hi Stephanie,

when it comes to customizations there are 2 things i've seen a need for.

1. Confidential field. very often there is a need to display "internal info" on an article, only visible by role/group. you could of course have 2 articles but that would only create additional administration.

2. Visibility of articles. part of the organization don't want to share their content with everybody and have a need to store documentation only available for a certain group.

On a more generic level one of the most important things to decide if you have to collect a lot of material and get as many as possible engaged. Then you need a smooth and easy process ( a la WIKI).

If your aim is to capture high quality content like policy, user instructions... that would require a more structured process and governance.

/Daniel

[diabloooo]

Second this! If you have a lot of requirements to make something confidential, that may better be managed some where else instead of knowledge management. In my view Knowledge Management is supposed to be as open, transparent, and efficient as possible, for e.g. a Wiki!

A dream knowledge management should be a "wiki" solution, not necessary to be the software "wiki", but the mindset "wiki".

[servicenowkevin]

Is there something specific you'd like to do?

We have feedback on KB articles create actions (tasks) that get routed to our KM team, where they're assessed and actioned as necessary. We have checkboxes implemented to indicate when something is resolved, etc. When something is actioned the feedback provider (if they're internal) gets a notification.

If you want to know more, let me know.