| Login as an assisted responder with KCS Contributor rights |
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| Responder captures requestor’s inquiry from a channel of assistance other than an incident, can be a sales opportunity, chat inquiry, statement of work, HR inquiry etc. Responder populates search. |
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| Responder launches a search using all relevant information from inquiry |
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| View offered KCS article |
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| Responder refines and searches again |
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| Responder creates new KCS article. The environment information (optional), and issue is automatically populated in the KCS article template. The statements template shall include: • Issue • Environment • Resolution • Cause • Comments or feedback |
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| Responder sets • Article Confidence to WIP (all confidence levels should show up in pick list) • Article Audience to Internal • Article Governance to Experienced Based |
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| Set a system of record field in the KCS article that can be used to report on where the requestor’s unique system id of inquiry originated (sales opportunity id, chat inquiry hyperlink, statement of work, HR inquiry etc.) |
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