1
Q
✔ Identify why capture in the workflow is important in a KCS environment (PG 18)
A
It becomes part of the troubleshooting process, rather than a tedious task after the fact. It also eliminates the risks of misremembering information.
2
Q
✔ Identify the importance of the visibility of a framed or Work-In-Progress KCS article (PG 23)
A
Visibility is important - it lets others know that the issue has been reported. When a resolution has been found, linked cases can also be resolved.
3
Q
✔ Identify the criteria for determining if a statement is relevant to capture (PG 23)
A
- Words and phrases the requestor uses to describe the issue
- Environment statements
- Information that distinguishes this article from other articles with similar symptoms but a different resolution (most often environment statements)
- Diagnostic process used in resolving the issue (details or how to do complex, reusable diagnostic processes are often articles themselves)
- Resolution statements which completely resolve the issue described by the requestor
