What factors are taken into account when classifying knowledge articles in KCS?

When classifying knowledge articles in KCS, factors such as relevance, quality, and access frequency are essential. Relevance ensures that the content addresses the specific needs and issues faced by users, allowing them to find the necessary information quickly. Quality reflects how accurate, clear, and useful the content is, which is critical for user trust and efficiency when seeking solutions. Access frequency correlates with how often articles are viewed or utilized, indicating their utility and importance in resolving common queries or problems.

These factors help prioritize and organize knowledge articles so that users can easily find the most pertinent and reliable information, ultimately enhancing the knowledge management process and contributing to a more effective self-service experience. Other choices might include aspects that have less direct impact on the relevance or utility of the articles, making them less suitable for classification in the KCS method.