Content Standard Checklist for Knowledge (formerly Article Quality Index, AQI) for Salesforce

Knowledge Centered Support (KCS) is a methodology to help an organization best leverage Knowledge as a key asset of the business. The KCS methodology is created and maintained by the Consortium for Service Innovation (http://serviceinnovation.org) and is documented in the Knowledge Centered Support (KCS) Practices Guide (https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide).

A key practice of the KCS methodology is periodically evaluating your knowledge content quality. The Content Standard Checklist app helps track the results of quality audits conducted on articles over time and is used for measuring individual, group, and organizational article quality trends. The results can be used to help evaluate the quality of what KCS article contributors have contributed to determine when they are ready to move to a higher level KCS Role in the KCS licensing model. The results can also help show if an organization is maturing in their overall KCS practices.

Out of the box, the Content Standard Checklist app contains the questions prescribed by the KCS Consortium. Refer to the documentation for instructions on how to modify the questions, or add your own.