Imagine this: It’s Friday afternoon. Your team is closing out the week, and instead of rushing into weekend mode, they pause to flag or fix just one knowledge article.
It might take 15 minutes. Maybe 30. But it’s focused effort—with real impact.
It could be a vague step in a troubleshooting guide. Or an outdated KB that AI keeps misinterpreting in your chatbot. Maybe it’s just an awkward title that’s buried in search results.
Now imagine every team, every region doing this. Every Friday.
You’ve just built a micro-habit that scales globally, reinforces Knowledge-Centered Service (KCS), and turns your KB into a living, AI-optimized asset.
Welcome to #FlagItOrFixIt Friday—a simple, scalable, and strategic ritual designed for today’s hybrid support world.
- It’s not a replacement for good KCS hygiene—like reuse, structured authoring, or inline feedback.
- It’s a reinforcing practice that activates the Evolve Loop in a visible, sustainable way—one article at a time.
Why It Works: Embedding the KCS Evolve Loop in Everyday Flow
KCS practitioners know the Evolve Loop is often the hardest to activate. Everyone reuses. Some improve. Few evolve.
#FlagItOrFixIt Friday operationalizes Evolve in a low-friction, high-impact way:
- Flag one unclear, outdated, or duplicative article.
- Fix one article to meet structure and reuse standards.
This builds a culture of accountability without requiring a major program launch.
KM Tip
“If it’s not clear, it’s not useful.” A weekly fix drives clarity and continuous value for both humans and AI systems.
Start with the Right Articles: Let the Signals Guide You
Not all articles deserve equal attention. To maximize the impact of #FlagItOrFixIt, aim for high-leverage targets—those that shape user experience and AI effectiveness the most.
Here’s how to identify them using performance and behavioral signals:
| Signal | What It Means | Why It Matters |
|---|---|---|
| Top Searches | Article is tied to high-volume queries | A small improvement helps a large user base |
| Zero-Result Searches | Users search but find nothing relevant | Indicates content gaps or poor metadata |
| High Views, No Ratings | Seen often but never rated | A red flag—it may be unclear, outdated, or not solving the issue |
| Low CTR in Search | Article shows up, but users skip it | Title, preview, or keywords likely misaligned with intent |
| Negative Feedback | Marked “not helpful” or commented poorly | Signals low clarity or unresolved issues |
| Chatbot Escalations | Article fails in automation, triggers agent handoff | Fixes improve LLM understanding and deflection rate |
| Top Call Drivers | Linked to common case types | Strong candidate to reduce volume and TTR with a quality update |
Core Insight
“No feedback is feedback.” Articles with no ratings but high visibility should be treated like yellow lights—proceed, review, and validate clarity and structure.
KM Tip
Create a shared weekly “Fix-It Funnel” report using your ITSM or search analytics platform. Use it to feed article ideas into your Friday practice—so agents know exactly which article will make an impact.
KCS in Action: How the Practice Fits into the Solve & Evolve Loops
Solve Loop Integration
Agents can flag articles directly within most ITSM tools such as ServiceNow, Zendesk, Jira Service Management, and Salesforce—often using built-in feedback or update request features linked to the article or ticket. These platforms support inline edits, review workflows, or comment-based flagging, ensuring KCS activities are captured in the flow of work.
Evolve Loop Activation
Peer reviews, AI-assisted triage, and reuse dashboards provide visibility into quality and contribution trends. Start small—one team—and expand as adoption builds.
Collaboration Over Competition
Encourage team leads to spotlight top fixes or flags during standups or retrospectives. Make KB health a shared responsibility, not a background task.
Fix It Right: Structure is the Real Superpower
KCS-compliant article structure isn’t just good practice—it’s a requirement in an AI-enhanced support ecosystem.
When large language models (LLMs)—like ChatGPT, Grok, Perplexity, or Google’s AI Overviews—power your search, chat, and self-service experiences, poor structure leads to poor outcomes. These systems rely on clean, modular content to understand and respond accurately.
Core Insight
Structure fuels both findability and AI accuracy. What’s readable to us must also be parsable to machines.
What to Fix:
- Replace vague titles like “Server Down, Reboot” with structured, tagged entries.
- Use KCS standard sections (e.g., Issue, Environment, Resolution).
- Add semantic tagging or schema markup (JSON-LD, FAQSchema) to boost discoverability.
Result: Well-structured articles increase reuse by 15–25% and reduce chatbot error rates.
Use AI Where It Helps: Triage, Don’t Automate Judgment
Let AI assist—not replace—the triage process. Use NLP and sentiment tools to highlight:
- Articles with high bounce or poor feedback
- Outdated steps or missing metadata
- Gaps in tags or context for AI responses
Platforms like Google Cloud NLP, Zendesk Content Cues, and Salesforce Einstein can help identify patterns, but validation should stay with subject matter experts.
Strategic Breakthrough
AI surfaces the symptoms. KCS-trained teams deliver the treatment.
Show the Impact: KCS Dashboards That Matter
Don’t let #FlagItOrFixIt fade into background noise. Build dashboards that align with your KCS program:
- Track weekly flags/fixes by team, role, or location
- Surface quality trends (e.g., “30% of flags cite missing resolution steps”)
- Show reuse, deflection, and TTR outcomes from updated content
Use Power BI, Tableau, or built-in ITSM dashboards. For added efficiency, use LLMs or scripts to summarize weekly wins or insights across your KB.
Go Virtual, Stay Connected
Distributed teams can still thrive with this initiative:
- Use Slack or Microsoft Teams for weekly flag/fix discussions
- Integrate reminders via bots or workflows (e.g., ServiceNow Virtual Agent, Zendesk triggers, or Jira Slack apps)
- For global teams, allow async contributions tied to ticket IDs or KB links
- Translate fixes using AI tools for multilingual knowledge bases
Share 2-minute how-to videos on what good structure looks like. Celebrate standout fixes in team channels or newsletters. Build a community of practice to share tips and insights.
Call to Action: This Friday, Start the Habit
Here’s your challenge:
- Flag or fix one article.
- Use the “Fix-It Funnel” to pick one that matters.
- Share your update with your team (or the wider KM community).
Download the [checklist] and [ITSM config guide] to scale it across your org.
Next month, we’ll explore how this ritual fuels broader KCS maturity and LLM integration strategies.
Final Thought
“Every interaction is a learning opportunity.”
#FlagItOrFixIt Friday turns that principle into practice. It’s not just cleanup—it’s culture-building. One fix at a time.
Let’s make your knowledge base the heart of exceptional support.