At the heart of Knowledge-Centered Support (KCS) lies a simple yet powerful principle: UFFA. This acronym stands for four key actions support personnel can take when seeking information in your knowledge base: Use it, Fix it, Flag it, Add it.
Use it. When an article perfectly answers the question at hand, your knowledge management tool should provide a way to track its effectiveness. This typically involves linking closed support cases to the article’s ID, effectively “voting” for its quality and completeness. This data can then be used to influence search algorithms, reward content creators, and prioritize content review.
Fix it. If an article contains inaccurate information or lacks detail, support agents should be empowered to fix it readily. The knowledge management system should facilitate easy editing, including peer review and oversight processes to ensure quick and reliable publication of corrections. Remember to acknowledge the value of edits alongside new content creation, as they often contribute significantly to the knowledge base’s accuracy and effectiveness.
Flag it. Sometimes, the answer may be imperfect, but the agent accessing it may not be equipped to fix it. In such cases, a flagging mechanism is crucial. This allows the issue to be escalated to a dedicated team or added to a group discussion for collaborative resolution. Consider allowing public users to flag content if it fails to resolve their specific queries.
Add it. When no existing article addresses the question, adding a new one should be seamless. Incentives, recognition, and rewards encourage content creation, but be cautious of imposing quotas. The easier it is to create new articles, the better. Integrating with the case tracking system to auto-populate certain fields can further streamline the process. Additionally, consider implementing mechanisms to ensure compliance with style and quality guidelines. Efficiently reviewing and publishing new content ensures it reaches those who need it most, just in time.
While modern knowledge management platforms offer various features and enhancements, UFFA remains the cornerstone of a successful KCS implementation. By ensuring your platform effectively supports these four core actions, you empower your support team to leverage knowledge effectively, resolve issues efficiently, and ultimately deliver exceptional customer service.