Case Study

In this playbook, a case study is used to define the scope of the implementation tasks and illustrate their interdependence.

The case study is based on a fictitious company named Vision Corp., a global high-tech company that sells laptop and multiple server product lines to businesses and other organizations. Vision Corp. would like to implement Knowledge Management to create and manage a Knowledge Base of articles.

The company would like its author users to use Knowledge Authoring to create and manage knowledge articles. Vision Corp. agents and self-service users can use knowledge articles to easily find solutions to customer issues. Also, customer service representatives can link articles to customer service requests.