Environment
TeamDynamix Knowledge Base
Issue
I'm supposed to use KCS and UFFA for knowledge in TeamDynamix. What does this mean?
Resolution
KCS
Knowledge-Centered Service (KCS) is a standard methodology we use to make sure our knowledge base is up-to-date, accurate, and reflects our customer's needs. You can read more about it here: https://library.serviceinnovation.org/KCS/KCS_Principles_and_Core_Concepts.
UFFA
UFFA (Use, Fix, Flag, Add) is a part of the KCS methodology and is important to the success of the knowledge base. Thinking about the UFFA steps when working with knowledge makes sure our articles are accurate and helpful.
- Search first!
- When you are looking for an answer for yourself or a customer, it is important to start with searching for knowledge in the knowledge base
- The ITS TeamDynamix knowledge base gives you information that is applicable to our university community and should always be the first place you search
- Use it!
- Attach an article to an incident when it provides the answer you need
- Allows for a more consistent support experience for a customer
- Helps define what an organization already knows
- Allows us to run reports and make decisions based on usage
- Fix it *or* Flag it!
- When you find something about an article that is not quite right, fix it if you know how or flag it for someone else to review (fixing is preferable, if you can!)
- Ensures knowledge articles are correct and complete for support scenarios
- Gives ownership of the knowledge to everyone who uses it
- Add it!
- If the solution you need is not found in an article, add one using your own research or information provided by another team
- See Create a Knowledge Article in TeamDynamix for instructions on creating an article
- Provides relevant and current content to the knowledge base
- Prevents repeat problems from requiring repeat effort to solve
Additional Information
Need additional information or assistance? Submit a request here ITS-TeamDynamix Support.