The Draft Status
The DRAFT Status means that the article is complete; having a resolution, but we are not confident in the structure or its content.
This can be due to the lack of customer feedback, or the lack of article use by other support analysts, or because the article may not be structured or written in a way that complies with the content standard. For example, the article may have been created by a KCS Candidate but not yet reviewed by a KCS Coach.
The Draft state gives us a way to capture the collective experience of the organization and distinguish between those articles we have confidence in (Approved or Published) and those we don’t (Draft).
The Draft state alleviates concerns surrounding support analyst confidence. This is achieved by reinforcing the concept of “capture everything.” If the customer’s issue is worth answering or solving then it is worth having in the knowledge base. It also supports the concept of “sufficient to solve” (meaning good enough).
Support Analysts are often hesitant to capture all of their experiences whilst supporting customers as articles in the knowledge base if they are not confident in the resolution. The Draft state provides a way for support analysts to indicate, “here’s what I did in this situation, but I haven’t been able to validate the accuracy.”
The Draft status improves efficiency by leveraging reuse of Draft articles as a review. This reuse and review actually drives the article life cycle. Reviewing all draft solutions creates an overhead and proves to be very expensive, and ultimately provides little value.
The users of the Knowledge Base who have visibility to Draft articles need to understand that Draft articles should not be used unless the article is relevant to the situation they are working on, and they have confidence in the resolution.
Reviewing all draft solutions creates an overhead and proves to be very expensive, and ultimately provides little value.
Judgment is required.
KCS Candidates (people who are still learning the KCS practices) can only create and modify Draft articles, which are then reviewed by a KCS Coach but not hidden from the Support analysts.
Content as shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S3 [10.4-9]. KCS v5.3 was written and edited by Melissa George, David Kay, Greg Oxton, Rick Joslin, Jennifer MacIntosh, and Kelly Murray.
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