In Swarmica, according to the KCS model an extended work with articles is provided, which help clients and support staff. Articles can be either publicly accessible (for clients and employees) or internal (only for employees). The order of working with articles is as follows:

Let's describe these stages in more detail.

Creating an article and draft

If a question arises in a client's request, the solution to which has not yet been described anywhere, an article is created on its solution directly in the request with the help of the AI Assistant (1) or manually using the Create New button (2):

We talked about creating an article in more detail in a separate article.

The created article initially has the status Draft. It is not visible to clients, but agents can find it in the search and attach it to new requests. At the same stage, agents can supplement it with new information received during the process of solving other requests.

• An agent with the KCS role Candidate can only create articles with the status Draft. In this case, he can add or not add a solution.
• An agent with the KCS role Experienced can create articles immediately with the status Verified provided there is a verified solution. If there is no solution or there is no certainty about it, then the article should be created with the status Draft.
• An agent with the KCS role Editor, although he can create articles immediately with the status Published, but it is recommended to create them also with the status Verified (if there is a solution) in order to reach the threshold value of attached tickets.

Status "Unverified"

When a certain number of requests are attached to an article, this means that the article is in demand. And at this moment it automatically goes to the status Unverified. The number of attached requests required for the article to go to the status Unverified is defined in Settings - Target metric values by the parameter Threshold value of requests associated with the draft.

An article with the status Unverified goes to be checked by an employee with the role Experienced. He receives a notification in his personal account and by email when this event occurs.

• The task of these agents is to check the correctness of the provided technical solution. If the solution is correct, the article is transferred to the status Verified.
• If the solution turns out to be incomplete or incorrect, the agent with the role Experienced can fix it on the fly.
• Or leave it in the status Unverified and other agents when re-using such an article should pay special attention to the context of the problem and its solution. If possible, supplement or correct it, and transfer the article to the status Verified.

Status "Published"

• Articles with the status Verified go to be checked by agents with the KCS role Editor. He receives a notification in his personal account and by email when this event occurs. The task of these agents is to stylize the article in accordance with the criteria of the content standard and transfer it to the status Published.

  If the article was assigned the status Verified without reaching the threshold value of attached tickets (Threshold value of requests associated with the draft in the settings of goals), it is recommended to wait for this goal to be achieved, and only then take it for verification.

• If an agent with the KCS role Editor finds an incorrect solution when publishing an article, he can either fix it on the fly;
• Or leave it in the status Unverified and other agents when re-using such an article should pay special attention to the context of the problem and its solution. If possible, supplement or correct it, and transfer the article to the status Verified.

  At the same stage, the Editor can decide not to publish this article, but to leave it for internal use by agents if it contains non-public information.

An article with the status Published is visible to clients. Articles in all other statuses are not visible to clients.