Enable Process Adherence Review and Content Health Check
Define performance evaluators and give them a tool to assess the adherence to KCS process and the quality of created articles. Provide feedback to agents and make their personal goals aligned with the organization's ones!
A link between an article and associated tickets provides automatic taxonomy for patterns and trends of challenges customers have with the product. Through an understanding of these patterns and trends product management and engineering can influence user experience through product improvement described in the article.