KCS - Knowledge Management - Linking Incident Resolution

[stevenmeads]

• Large University
• 500+ calls daily
• Currently on Dublin, upgrading to Fuji end or year
• Using the knowledge module
• Looking to implement Knowledge Centered Support

Currently we are able to link Incident Resolution to Knowledge Articles, but only if the article is attached to the incident graphically. Meaning, we can attach the article in it's entirety and send that back to the customer. We want to tie incident resolution to articles, but don't always want to send the customer the article as it appears. Some of our articles contain multiple solutions, or have information intended just for the ServiceDesk.   In the implementation of KCS, one requirement is the tie between resolution and knowledge. Eventually we would like to require a tie to a KB for all resolution, even if we need to create a catch-all article for those unique situations in which there isn't a good fit (eventually using the lack of an article as a reason to draft, implementing the demand-driven model). I would like to produce metric reports around resolution and knowledge use.

Here's my question:

How can we increment or tie our knowledge base articles to incidents without having to wholly insert them into the incident notes?  

Thanks in advance, I'm hoping I'm overlooking a very simple thing and the answer is "duh, just do 'this'"

Steven Meads

University of Minnesota

[rajubhistappa]

how did you replace the oob workflow with kcs workflow ? how did you implement the roles(candidate, contributor, publisher etc)

[ist]

Hi Steven,

Could you please share the script to attach the URL to the work notes please.

[Michael QCKM]

More recent releases have implemented more KCS.

Kingston has KCS Templates and more KCS Roles (Coach) as well as an Article Quality Index.

SN is getting better at KCS, but still have a long way IMO