Starter · Part of Knowledge Management
KCS lifecycle states
Full Knowledge-Centered Service v6 lifecycle on every article: draft → captured → structured → approved → published → stale → archived. Each state filters the article from different surfaces; transitions emit audit events.
For the operator
KM lead sees every state in the editor list view with a colored badge; stale articles surface in a daily report. Agents see only published + stale; the client portal sees the same. Captured articles from agent interactions queue up for editorial structuring.
Business impact
The KCS framework is the operating model for any knowledge program that scales past 100 articles — capturing knowledge at the moment of resolution, structuring it for reuse, reviewing it editorially before publication. Building the state machine on day one means the program scales without a refactor.