In KCS, what should be done with knowledge articles that are outdated or incorrect?

In the KCS framework, maintaining the integrity and relevance of knowledge articles is crucial for effective knowledge management. When articles are identified as outdated or incorrect, the appropriate action is to either update or retire them within the Evolve Loop. This process ensures that knowledge remains current and useful for users seeking support or information.

The Evolve Loop is fundamental to KCS as it continuously improves the knowledge base by implementing feedback and learnings. Updating articles involves correcting the information and ensuring it aligns with current practices, while retiring an article means removing it from circulation if it can no longer be deemed valuable or accurate. By actively managing knowledge in this way, organizations can enhance their ability to deliver effective support and utilize their knowledge repository effectively.

Other options, such as filing outdated articles for later review or archiving them permanently, do not facilitate immediate improvement of the knowledge base and can lead to misinformation being available to users. Sharing incorrect articles for training purposes also undermines the quality of training provided, as it perpetuates outdated or inaccurate information. Hence, updating or retiring articles is the most proactive and constructive approach in KCS practices.