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 set | Available to which Calbro organization? |
---|---|
HR AQI set | Human Resources |
IT AQI set | Information Technology |
Finance AQI set | Finance |
Calbro Services AQI set | For organizations for which the KCS coach has not created a custom question set. |
Default | All 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
Use one of the following methods to open articles for AQI assessment:
- Review the article.
- Answer the AQI assessment questions.
- Click Save.
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