Page 1 of 5

Customer Service Content Management – Analyze Data and Evaluate RequestsPa

rtne

r So

urce

Cont

ent

Bus

ines

s M

anag

er (G

loba

l or

Reg

iona

l)

No No

Yes

No

Yes

Close issue

YesNo

Changes needed?

Yes

Other documentation

exists?

Adequately discoverable?

KB article exists?

Evaluate trends

Evaluate frequency of occurrence

Evaluate validity of new content

request

Determine internal and external

content usageVerify feedback

To Change Triage

To New Triage

Identify top issues

Review current intranet portal and Customer Service

site

Consult with other Content Business

Managers

Changes needed?

To Maintain Portal

To Maintain

Site

Portal Site

Close issue

No

Create bug in Product Studio

Product Studio bug

Created automatically when the Web form is submitted or manually by the Content Business Manager.

Updated with the results of research before closing or transferring to triage.

To Maintain Content

Submit Web form for new content

Submit Web form for content changes

Submit change request in Visual KB

Submit portal or site feedback

Identify support issue

Page 2 of 5

Customer Service Content Management – Triage RequestsT

riag

e T

eam

(R

egio

nal)

Cont

ent

Bus

ines

s M

anag

er(G

loba

l or

Reg

iona

l)T

riag

e T

eam

(G

loba

l)

Verify regional applicability

Global

Evaluate validity of proposed regional

content

Verify regional or global content does not already exist

Regional content needed?

To Create Content

Verify new content needed independent from triage team

Send to triage?

Verify changes needed

From Analyze

New

From Analyze ChangeAssign to formal

triage or triage alternative

To Maintain Content

Verify global applicability

Verify regional content does not

already exist

Global content needed?

Evaluate validity of proposed global

content

1

Close issue

Child bugs needed?

Create child bugs for global or regional

content

1Yes

Yes Close issue1

No

No

Region-specific

changes?No

Region-specific text

needed?

Regional origin

Yes

Global origin

Regional

Assign global ownership

Yes

No

Parent

No

Child

No

Yes

Content localized? No

Yes

Create child bugs for localized contentYes

Parent and Child

Page 3 of 5

Customer Service Content Management – Create, Validate, and Publish Content

Edit

orK

now

ledg

e An

alys

t or

Oth

er

Auth

orin

g R

esou

rce

Kno

wle

dge

Anal

yst

Cont

ent

Bus

ines

s M

anag

er Clarification needed?

Assign idea to knowledge analyst Prioritize idea

From Triage Import idea into

KMSGet clarification

from partner source

Maintain ownership?

Assign idea to authoring resourceNoPromote idea to

contentIdentify appropriate authoring resource

Review content for authoring

requirements

Yes

No

Yes Get information from content

business manager or partner source

More information

needed?Create content Review content for

technical accuracy

Yes

No

Clarification needed? Edit contentCheck out content in

KMS

Review content for editorial standards

Get clarification from author

Editorial resources for

region?

Submit content for edit review

Yes

No

Yes

No

Submit content for publishing

Review content for editorial standards

Page 4 of 5

Customer Service Content Management – Maintain Content

Cont

ent

Bus

ines

s M

anag

er, E

dito

r or

KA

Cont

ent

Bus

ines

s M

anag

er o

r Ed

itor

No

Yes

No

Yes

From Triage via

PS

Research and validate changes

Evaluate the impact of changes

Submit change request in KMS

Activate change request

Check out content in KMS Review changes Clarification

needed?

Make changes to content or delete

content

Get clarification from submitter or

author

Submit content for publishing

Maintain ownership?

Assign change request to

appropriate ownerNo

From Visual KB

Editorial resources for

region?

Submitter on SME list?Yes

No Yes

Get approval from content business

managerNo

Change request exists?

Yes

Page 5 of 5

Customer Service Content Management – Maintain Intranet Portal

Cont

ent

Bus

ines

s M

anag

er

Submit solution and product taxonomy

termsChange best bets

Submit change requests for key

links

Submit change requests for search

within categories

Make other changes

Change top issuesTaxonomy changes?

Portal changes?Yes

No

YesMessage Center

changes?Yes

Add or change alerts

Add or change current news

Add or change emerging issues

Add or change new or updated content

No

Close issue

No

From Analyze

Data