Understanding Solution Articles

What are Solution Articles?

Knowledge Centered Service (KCS) is the best practice for knowledge management, integrated directly into service and support delivery through Solution Articles.

These Solution Articles focus on capturing, improving, and reusing knowledge within support. Solution articles are tailored to a specific issue or question and one solution to that problem. They differ from product documentation which documents how the product functions, who benefits the most from using it, and information for general use.

KCS emphasizes that "Every use is a review," meaning content is constantly updated and maintained through use.

How to find Solution Articles in The Hub:

Analysts follow a specific workflow to create tickets, analyze and maintain solution articles that can be searched in the Hub. To view solution articles in the Hub:

  1. Enter your question or a phrase into the Search box in the Hub and press Enter.

  2. From the Search results page, use the filters on the left to filter Source > Solution Articles.

    • To View a solution article, click the eye icon on the right of the card.

    • To Open the article, click on the title of the article.

Key Benefits of Solution Articles and KCS:

Improve Customer Success: Builds customer knowledge and self-service, potentially leading to significant case deflection.

Build Organizational Learning: Provides feedback to product development about customer issues, aiming to reduce issues by addressing root causes.

Solve Cases and Incidents Faster: Aims to improve time to resolution and increase first contact resolution. Data shows that KCS-trained analysts at Bullhorn have significantly better results than non-trained peers.

Increase Employee Job Satisfaction: Allows analysts to become content creators, leading to improved retention and satisfaction.

What does it mean for you?

KCS and Solution Articles are all about making your experience as a client better, faster, and easier. Here's how:

  • Find Answers Yourself, Faster: KCS creates clear, relevant self-service Solution articles based on real customer questions. This means you can often solve issues yourself without waiting for support.

  • Better, More Consistent Support: When you do need help, Solution articles ensure support teams have quick access to accurate and consistent information. This leads to quicker resolutions and a smoother experience for you.

  • Less Effort on Your Part: KCS aims to reduce the effort it takes for you to get help. By making knowledge easy to find and constantly updating it, businesses using KCS make your interactions more efficient.

In short, KCS means Bullhorn actively working to provide you with quick, reliable information and a more positive, effortless support experience.