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Structure

Structure (Practice 2 – Exam Only)

structure for reuse

Overview

  • KCS uses a simple, consistent article structure
  • Goal:
    • Improve findability
    • Improve readability
    • Improve usability
  • Simple structure:
    • Provides context
    • Improves search relevance
    • Works well in multi-language environments

Why Structure Matters (Exam Idea)

  • A little structure helps a lot
  • Too much structure is disruptive
  • Consistency enables:
    • Faster creation
    • Easier reuse
    • Better collaboration

Techniques in This Practice

  • Technique 2.1: Use a Simple Template
  • Technique 2.2: Complete Thoughts, Not Complete Sentences

Technique 2.1: Use a Simple Template (Exam Only)

  • Technique 2.1: Use A Simple Template
  • KCS prescribes a standard article format
  • Provides context for content
  • Improves readability and consistency
  • Helps articles integrate with existing knowledge

Core KCS Article Structure (Know This)

Issue

  • The problem in the requestor's words
  • What is not working / what they are trying to do
  • Everything here is resolved by the resolution
  • May be vague (perception-based)

Environment

  • Conditions required for the issue
  • Examples:
    • Product
    • Platform
    • Version
    • Configuration
    • Geography
  • Must be true before and after resolution
  • Should be precise
  • Key driver of findability
  • Distinguishes similar issues with different fixes

Resolution

  • The answer or steps to fix the issue
  • Fully resolves the issue

Cause (Optional)

  • Underlying reason for the issue
  • Usually for:
    • Complex problems
    • Defects

Metadata

  • Article attributes such as:
  • Audience
  • Confidence
  • Governance
  • Dates
  • Reuse count
  • Modification history

Create As You Go (Very Exam Important)

  • Capture content during the interaction
  • Use the structure while working the issue
  • Replace personal notes with a WIP article
  • Benefits:
    • Avoid duplicate work
    • Enable collaboration
    • Build knowledge in real time

Refinement After Resolution

  • Review captured content
  • Remove irrelevant environment details
  • Ensure environment distinguishes this issue
  • Update cause if appropriate

Structure and Self-Service

  • Articles may link to:
    • Manuals
    • Docs
    • Other references
  • Supports different expertise levels
  • Avoids overloading the article itself

Key Principle

  • Start with one simple template
  • Do NOT start with many templates
  • Let experience drive future changes

Exam Traps

  • Multiple templates upfront ❌
  • Perfect structure before publishing ❌
  • Environment = symptoms ❌

Technique 2.2: Complete Thoughts, Not Complete Sentences (Exam Only)

Why This Works

  • Improves readability
  • Faster to capture during interaction
  • Easier to scan
  • Better for non-native language readers

Work in Progress (WIP) Articles

  • Notes responders already take → become WIP articles
  • No extra work — just different placement
  • Experience is:
    • Structured
    • Shareable
    • Reusable

What KCS Is NOT Asking For

  • Not technical writing
  • Not polished prose
  • Not perfect grammar

Exam Traps

  • Full sentences required ❌
  • Writing after the fact ❌
  • Personal notes outside KB ❌