Re: Knowledge Base Guidelines

Subject: Re: Knowledge Base Guidelines
From: "Amanda Abelove" <bluestreaker1977 -at- hotmail -dot- com>
To: "Tara Charter" <tara -dot- charter -at- physiciansmutual -dot- com>
Date: Tue, 6 Dec 2005 18:56:19 -0800

I'm doing it from scratch right now.

email me for the pdf.

Tips on Writing Solutions
To assist users in solving their cases, it is important to write good solutions. Review the guidelines below, and also see the Tips & Hints for Solutions document.

Reusable

a.. Include all facts and symptoms of the problem.
b.. Include any necessary analysis or troubleshooting ideas.
c.. Include a concise, accurate description of the cause and resolution of the problem.
d.. Include only one cause and one resolution per solution. If there are a number of steps to the resolution, number each step and put it on a separate line.
e.. Make sure the text is clear and in the language of the intended audience - both customer support users and your customers.
f.. Make sure the title properly describes the problem or question.
:: NOTE
Use a consistent format to ensure that all solutions are reusable. You can determine the best format for your organization, but make sure each solution contains a title, the symptoms of the problem, the cause of the problem, and the resolution to the problem.


Findable

a.. Make sure the solution can be found by multiple troubleshooting paths and by different people who will describe problems in different ways.
b.. Make sure the solution is unique and can exist as a discrete piece of knowledge.
c.. Make sure the solution is meaningful to your organization and is worth sharing with your customers.
Technically Accurate

a.. Make sure the solution is accurate and up-to-date.
b.. Make sure the level of technical detail is appropriate for the intended audience.
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References:
Knowledge Base Guidelines: From: Nicole Bogdanovic
Re: Knowledge Base Guidelines: From: Tara Charter

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