Documentation Knowledge Management with Patrick Martin, Senior Director of Technical Support at C...
Patrick Martin, Senior Director of Technical Support at Coveo, joined us in this episode of Knowledgebase Ninja Podcast to share his approach towards documentation knowledge management, how he defines documents’ feature functionality and the significance of quality article index for quality documentation.
𝐊𝐞𝐲 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲:
👉Knowledge Domain Experts at Coveo use QAI (Quality Article Index), which is a part of KCS to review certain documents samples created by the team to ensure they fulfil the criteria.
👉Patrick reveals that Coveo is based on a data-driven approach rather than a creative approach. Coveo ensures that the product quality index, product functionality, customer training, and knowledge articles are improved.
👉Documentation isn’t about just drafting articles. Nowadays support organizations are involved in communities as well as customers, so you are not the only one building documents. The document could be in the form of threads or forums but the information should remain valuable
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