Under what circumstance should a new KCS article be created?

Creating a new KCS article is essential when a relevant article cannot be found to address a specific issue or question posed by a user. This approach aligns with the KCS philosophy of managing knowledge effectively by capturing new knowledge that arises directly from customer interactions or internal inquiries. The purpose is to ensure that all relevant information is documented and easily accessible for future reference, thereby improving the efficiency of knowledge workers and enhancing the service experience.

In situations where an article does not exist, it’s a clear indication that there is a gap in the knowledge base. By creating a new article, you are not only filling this gap but also contributing new knowledge that can prevent similar queries from arising in the future. This iterative process is fundamental to building a comprehensive knowledge base that evolves with user needs and organizational changes.