Reviewing your knowledge team's performance using KCS reports
The Knowledge-Centered Support (KCS) framework promotes measuring and monitoring the effectiveness of the knowledge base and the performance of KCS team members. KCS Coaches are responsible for building and maintaining a high-quality knowledge base and mentoring their teams to improve performance. To enable them to do so, they can generate out-of-the-box KCS reports on the universal client.
In BMC Remedy with Smart IT (Smart IT), the Knowledge menu has options to launch KCS reports. These reports are generated in BMC Remedy Smart Reporting (Smart Reporting). As a KCS coach, you can access KCS reports from the following locations:
|Access location||Access method||Login information|
|Smart IT||From Smart IT, when you access KCS reports, you are automatically logged in to Smart Reporting.|
|Smart Reporting (through BMC Remedy Mid Tier)||From the Home page, navigate to Browse > Knowledge-Centered Support (KCS), and select a KCS report.|
You can log in directly to Smart Reporting to access KCS Reports. To view articles and incidents listed in KCS reports, you are automatically redirected to Smart IT.
If your Smart IT session is active, you need not log in separately. However, if your Smart IT session is inactive, you must log in.
Before you begin
Before you generate KCS reports, ensure that you have the necessary permissions and that you have configured the essential settings as described in the following sections:
KCS and Smart Reporting permissions
|KCS coach||Required for accessing and generating KCS reports|
|Report writer user|
Required for creating KCS custom reports. The BMC Remedy Smart Reporting administrator must assign you this role, or create and assign a custom role to you.
The administrator can create a custom content category to save KCS custom reports. He must give you permission to save them in default categories such as KCS Main reports and KCS Child reports, or in the custom content category.
For more information about creating new roles and categories in Smart Reporting, see "BMC Remedy Smart Reporting user roles" and "Content categories" in Related topics.
|BMC Remedy Action Request user||If Smart Reporting is configured in Smart IT, Smart IT users must have appropriate BMC Remedy Action Request System user permissions to access and view KCS reports from the Reports menu in Smart IT. For more information, see "Row level security"and "Hierarchical groups: Using a parent group for permission inheritance" in Related topics.|
Configuring cross-navigation settings
To access KCS reports in Smart Reporting, you must configure Smart Reporting in Smart IT. For more information, see Configuring BMC Remedy Smart Reporting in Smart IT in Related topics.
Options for generating KCS reports are displayed on the Knowledge menu in Smart IT only after you have configured Smart Reporting in Smart IT.
- To view knowledge articles and incidents listed in KCS reports, you must configure setting for cross-navigation from Smart Reporting to Smart IT. For more information, see Updating Smart IT cross-launch settings in Related topics.
Onboarding users and importing report content
To access KCS reports in Smart Reporting, you must be onboarded in BMC Remedy Smart Reporting, and import out-of-the-box report content to the reporting server. For more information, see Onboarding users and importing content in BMC Remedy Smart Reporting in Related topics.
Configuring performance metrics goals
Before you generate the KCS : Knowledge Author Performance report, you must set goals for each performance metric in the RKM:KCS:RadarGoals form that is available in BMC Remedy IT Service Management (BMC Remedy ITSM). Goals are the benchmarks you use to compare and assess individual performance. These goals are configured for each company. Optionally, you can also configure them for each organization within a company. The URL to access the form must be in the following format:
Configuring error weighting factors
You or a Knowledge administrator must specify the value in the Weighting Factor For Each Error field in the RKM:Configuration form for each company. This value indicates the standards of a company for measuring errors made by article authors, and is used to calculate their final Article Quality Index (AQI) score. The higher the value, the lower the AQI score.
Where to go from here
Updating Smart IT cross-launch settings (BMC Remedy IT Service Management 9.1)
BMC Remedy Smart Reporting user roles (BMC Remedy IT Service Management 9.1)
Content categories (BMC Remedy IT Service Management 9.1)
Creating a custom report using BMC Remedy Smart Reporting (BMC Remedy IT Service Management 9.1)
Row-level security (BMC Remedy IT Service Management 9.1)
Hierarchical groups: Using a parent group for permission inheritance (BMC Remedy IT Service Management 9.1)
Onboarding users and importing content in BMC Remedy Smart Reporting (BMC Remedy IT Service Management 9.1)