Organise a Multilingual Service-Desk Knowledge Base
Create a governed normal state that reduces search and makes stale, missing or unauthorised content visible.
22 minutes
Scenario
Agents search three folders, a wiki and personal notes during customer calls. Two obsolete refund instructions remain discoverable, while the approved escalation form is known mainly to senior staff.
- Your role
- Knowledge operations lead running a digital 5S cycle
- Method
- 5S Workplace Organisation
Evidence pack
Search
Median retrieval time is six minutes; the 90th percentile is fourteen.
Quality
Seven wrong-version incidents were reported in the last quarter.
Ownership
Forty-one percent of wiki pages have no owner or review date.
Retention
Refund decisions and customer records follow separate retention rules.
Access
Temporary agents can read two folders containing internal-only policy notes.
Demand
Peak-hour agents bypass the wiki when answers take longer than three minutes to find.
Constraints
- No record may be deleted solely because of low usage.
- Customer and internal-only data must keep approved access controls.
- The arrangement must be tested during peak work.
Case steps
Work through each prompt using the evidence pack. These guided cases support self-directed practice; server-scored attempts are not available yet.
Define the digital workplace, users, work and baseline measures.
Create keep, relocate, quarantine and authorised-removal rules for current content.
Design the normal location, naming, owner, expiry and abnormal-state signal.
Define peak-load testing, measures, check cadence and improvement trigger.