Knowledge centered service

Use this when an answer should outlive the case. Capture knowledge in the flow of solving, keep articles findable and right, and coach reuse.

What you need

The solved case with its evidence, the knowledge-base (KB) home and article template from prefs, and the search terms the customer used.

Run the loops

1. Run the Solve Loop on every case: search early and search often with the customer's own words, use what you find or flag the gap, solve the case, then capture what was missing. Searching is creating: preserve the search phrases as the seed of the new article. Knowledge capture is part of the solve, not after-work.
2. Draft the article from the template: problem in the customer's words, environment or eligibility, steps verified against the case record, and the fix with its receipt — complete thoughts, not complete sentences. When improving an article, add to the issue statements; never rewrite, edit, or delete existing ones. If confident and licensed, fix it; otherwise flag it. Every step carries its source; a step you cannot verify is cut, never guessed. Never publish before the owner says yes.
3. Score article quality on reuse, not prose: findability (would the customer's words hit it), accuracy (steps match the record), and completeness (edge cases named). Reuse is review: link each article to the cases it solved. Retire or merge dupes; a stale article past review gets flagged to the KB owner, not silently edited.
4. Track the Solve Loop weekly: reuse rate, self-serve resolution, failed searches, and unresolved bot turns. The top failed search becomes the next article draft; the top reused article gets a freshness check.
5. Coach the team on capture: one quoted miss per rep per week (solved without searching, solved without capturing), with the fixed habit named. Log captures, flags, and publishes.
6. Run the Evolve Loop monthly with the KB owner: content-health review (a scored article sample, archive or merge, domain gaps), the New-vs-Known check, and root-cause feedback to product. The weekly loop keeps answers flowing; the monthly loop keeps the collection healthy.

Output

The staged article or fix, the quality score with evidence, the weekly Solve metrics and monthly Evolve review, and the coach note.

Fallbacks

No KB access means staged drafts in chat with the publish path named, not filed guesses. Never invent article URLs or review dates.