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Internal Feedback, External Feedback - Coggle Diagram
Internal Feedback
Knowledge Team QA. If the feedback is blank or REALLY bad, go up.
If the feedback is Customer Facing, go down. For all other Premium, Good, or Bad but Actionable feedback, go right
If the Article is customer facing: Knowledge team will change Status to "Ready For Education". Do not assign anyone. Log notes in feed if we can add any color. If not, leave blank.
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If the Knowledge team can solve, go down. If knowledge team doesn't have the product expertise go right. If neither the knowledge team or the KCS Writers have the expertise or authority, go up.
Knowledge Team changes status to "In Progress", take the required action in the KB, closes the feedback, and chatters the Feedbacker.
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Knowledge team changes status to "QA'd" and assigned to a KCS Writer based on expertise grid. Chatter the KCS Writer so they get email notification.
KCS Writer in notified by email of the Feedback or can look in their assigned Feedback Queue. They have 7 days to take the required action in the KB, close the feedback, and chatter the Feedbacker. If the feedback is older than 7 days go right
Knowledge team will reach out and take back any feedback older than 7 days to either solve on their own (down) or send to enablement intake (up).
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Change status to Assigned, chatter the feedback to note that the feedback has been recived, is slightly more complicated and will be addressed by a specialized team. Then Knowledge Team will put into Enablement intake form and closed the feedback at this time because it has been moved to Jira.
CS Enablement Leadership will triage said feedback to specific CS Enablement team members who will network with SME's to take the required action in the KB.
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Innefectual Feedback
Knowledge Team will change status to "Closed" and chatter submitter and ask for better feedback. Log notes in feed. If the feedback is blank, will change to Closed with no chatter. Focus on the ones with actual feedback written.
Use Custom Report Created by Knowledge Team to See "New" Feedback. Knowledge Team Triages every day of the week
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