Scenarios

Scenario 1: External Self-Service to Incident - New Article

Scenario 2: External Self-Service - Reuse Article. Add and Process Feedback

Scenario 3: Internal Reuse with Incident

Scenario 4: Internal Fix-it with Incident

Scenario 5: KCS Candidate Creates Article with Incident, Check for Duplicates

Scenario 6: Report and Merge Duplicates

Scenario 7: Administration

Scenario 8: Reports

Scenario 9: Unique ID System of Record to Assisted - New Article

Scenario 10: External Self-Service No ID System of Record Explicit Reuse Article

Scenario 11: External Self-Service, No ID System of Record Search Behaviors, Log of Search Strings and Click Streams on Articles