My company is moving from a traditional CRM to Discourse. We’ve been using the KCS process to document solutions to cases. I’m trying to figure out how to implement KCS within the Discourse support model and looking for suggestions on how to make this work. One thought is that an agent creates a thread in a private category while their case is being worked. When they’re done, the thread is locked and, if it makes sense to do so, moved into a public category for users and other agents to find.
Have any of you implemented KCS in Discourse? Should I be thinking about this differently? Any suggestions would be appreciated.