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Assessing KCS knowledge articles

In addition to creating Article Quality Index (AQI) assessment questions, Knowledge-Centered Support (KCS) Coaches can also assess their team's articles.

Smart IT supports the default AQI assessment question set. If you have not created a question set for your company, the default question set is used to assess articles.

You cannot create a question set for an organization without specifying the company that the organization belongs to. However, you can create one question set for a company without specifying an organization. This set is used for assessing articles written by authors who are part of that company's organization, but the organization does not have a corresponding question set.

You can also create question set for each organization within a company. Thus, if a company has three organizations, you can create only three question sets, one for each organization. For example, Calbro Services has three organizations: Human Resources, Information Technology, and Finance. You can create one question set for Calbro Services and one for each of its organizations. The following table lists the question sets that are available for this fictional company and its organizations.

Question setAvailable to which Calbro organization?
HR AQI setHuman Resources
IT AQI setInformation Technology
Finance AQI setFinance
Calbro Services AQI setFor organizations for which the KCS coach has not created a custom question set.
DefaultAll companies (if the KCS coach has not created a custom question set for company)

The following diagram shows the logic the system uses to select the correct question set to assess knowledge articles:

To assess a knowledge article

  1. Use one of the following methods to open articles for AQI assessment:

     To open an article from the Knowledge menu
    1. Click Knowledge, and then click Manage your knowledge base.
      All articles created by your team members are displayed in the Knowledge console.
    2. Select the check box corresponding to the article that you want to assess.
      The Perform Assessment option becomes visible.
    3. Click the Perform assessment option.
      The article opens with the AQI assessment question set.
     To open an article from the Console menu
    1. Select Console > Knowledge Console
    2. To view a list of your team's articles, select My Team's Articles from the list at the top of the page.

    3. Select the check box corresponding to the article that you want to assess.
      The Perform Assessment option becomes visible.
    4. Click the Perform assessment option.
      The article opens with the AQI assessment question set.
     To assess a specific team member's article
    1. Click Knowledge.
    2. From My knowledge team, select the options list next to the member's details.
    3. Select the option to view articles. 
      A list of articles written by the member is displayed on the Knowledge console.

    4. Select the check box corresponding to the article that you want to assess.
      The Perform Assessment option becomes visible.
    5.  Click the Perform assessment option.
       The article opens with the AQI assessment question set.
     To assess articles while reading
    1. Open any article.
      If the article is written by one of your team members, the More menu is displayed on the article.
    2. Select More > Perform Assessment.
      The AQI assessment question set is displayed on the left side of the article. 
  2. Review the article.
  3. Answer the AQI assessment questions.
  4. Click Save.

Related topics

Searching for duplicate knowledge articles

Creating question sets for assessing knowledge articles


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