5.0 Content Vitality

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5.1 Solution
5.1.1 Define solution.

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A solution is a findable, reusable, and structured object that contains the customer's experience, the analyst findings, and the meta data about the solution.

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5.2 Solution Structure
5.2.1 Identify the minimum structure of a solution.

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The minimum structure of a solution is:
* Problem/questions
* Environment
* Resolution/answer

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5.2 Solution Structure
5.2.2 Identify other attributes or fields that could enhance a solution structure.

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Other attributes or fields that could enhance a solution structure include:
* Cause
* Audience and visibility
* References and hyperlinks
* Identification number
* Title
* Summary
* Solution state
* Meta data such as:
- Author
- Date created
- Last modified date
- Last modified by
* Reuse counter

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5.3 Life Cycle
5.3.1 Explain why a solution has a life cycle.

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A solution has a life cycle because:
* Knowledge is never complete; it continues to evolve
* The state of the knowledge impacts visibility
* The state of the knowledge impacts trust

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5.3 Life Cycle
5.3.2 Define solution state.

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A solution state is the status in the solution life cycle that is used to imply trust and/or identify pending action.

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5.3 Life Cycle
5.3.3 Identify the minimum solution states necessary for a KCS solution life cycle.

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The minimum solution states necessary for a KCS solution life cycle are:
* Draft- internal visibility and quality not trusted
* Approved- internal visibility and quality trusted
* Published- external visibility and quality trusted; available for self-service

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5.3 Life Cycle
5.3.4 Provide examples of additional solution states and why you would use them.

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Examples of additional solution states are:
* Technical review- a solution where technical accuracy is under review
* Rework- a solution that requires additional clarification or technical update/review
* Obsolete- a solution that may be flagged for deletion or archive

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5.4 Content Standard
5.4.1 Define content standard.

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A content standard is a set of documents that defines how to capture, structure, and manage quality solutions.

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5.4 Content Standard
5.4.2 Explain the purpose of a content standard.

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The purpose of a content standard is:
* To set expectations for the analyst when contributing
* To define the structure and purpose of each field in the solution
* To define the quality criteria for a solution
* To define the visibility of the knowledge

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5.4 Content Standard
5.4.3 List common characteristics of a content standard.

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Common characteristics of a content standard are:
* One-page quick reference
* Examples of good solutions
* Solution content definitions
* Meta data definitions
* Life cycle of a solution- knowledge states
* Style guide
* Quality criteria
* Visibility matrix

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5.5 Quality Criteria
5.5.1 Explain the purpose of the KCS Quality Criteria.

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The purpose of the KCS Quality Criteria is:
* To assure solution quality and make quality criteria explicit to all
* To create a basis for random sampling and define how knowledge will be scored
* To provide a context for delivering feedback to analysts
* To define how to calculate the solution quality index

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5.5 Quality Criteria
5.5.2 Define solution quality index.

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The solution quality index is:
* A score given to a person or group resulting from the review of the knowledge they contributed for a specified period of time
* An indicator of the quality of the knowledge

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5.6 Knowledge Monitoring
5.6.1 Define knowledge monitoring.

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Knowledge monitoring is the random sampling of content to ensure quality is being maintained and to provide feedback to analysts.

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5.6 Knowledge Monitoring
5.6.2 Identify the steps of Knowledge Monitoring.

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The steps of Knowledge Monitoring are:
1. Developing a checklist and scoring system.
2. Evaluating a sampling of knowledge contributed.
3. Calculating a Solution Quality Index and developing summary reports.
4. Providing feedback to analysts and management.

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5.6 Knowledge Monitoring
5.6.3 Identify who performs Knowledge Monitoring.

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Knowledge monitoring is performed by KCS Coaches.

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5.6 Knowledge Monitoring
5.6.4 List the results or outcomes of Knowledge Monitoring.

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The results or outcomes of Knowledge Monitoring include:
* Solution Quality Index
* Feedback to the analysts
* Improved KCS skills
* Higher quality solutions

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5.7 Visibility Matrix
5.7.1 Explain the purpose of the visibility matrix.

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A visibility matrix is a document that:
* Defines access and modification rights for the knowledge base
* Defines who has access rights to knowledge, the type of access rights granted, and when those rights are available

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5.7 Visibility Matrix
5.7.2 List the key components of a visibility matrix.

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The key components of a visibility matrix are:
* The Knowledge Domain
* The Audiences
* The Solution State
* The Access Rights