Capture - Relevant
Status: Incomplete ❌
Mandatory
Preserved information can be edited or re-purposed into a KCS article. Searches shall be capable of being refined iteratively through rewording the search string, without requiring changes to the text of the incident record. Ideally, other methods of search refinement shall be provided as well (such as drill down by taxonomy, ontology, or tags.)
Practice/Technique
- Capture
- Capture Relevant Content
Reference: KCS v6 Practices Guide
Technique 1.2 Capture the Requestor's Context
Demo Requirements for Verified Only
OB/Config/Cust/NS/SF
Native Product Capability
Mechanism for Config
Config Strategy
Dependencies & Version Numbers
Documentation
Search API module allows for refining the search. Facets module allows for drilling down by taxonomy, etc.