Reviewing your knowledge team's performance using KCS reports
The Knowledge-Centered Service (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 Smart IT, the Knowledge menu has options to launch KCS reports. These reports are generated in 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 Mid Tier)||From the Home page, navigate to Browse > Knowledge-Centered Service (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.