In KCS, what is the term used for a knowledge article created during the resolution of a ticket?

In KCS, the term "article" is specifically used to refer to a knowledge article that is created during the resolution of a ticket. This aligns with the KCS methodology, which emphasizes the creation and reuse of knowledge as a core practice within support and service environments. When a support professional resolves a ticket, they document the solution and insights gained in a structured format, which is referred to as an article.

These articles serve to capture knowledge that can be reused for future cases, allowing for more efficient problem resolution and better service overall. The structured approach of creating articles from real-time experiences ensures that valuable information is not lost but instead becomes a part of the collective knowledge base. This practice enhances the knowledge management process by providing easy access to solutions for similar issues, thereby improving overall service efficiency and customer satisfaction.