The high level analysis defines the domains and for each domain looks at the types and proportions of knowledge which analysts are using to resolve the customer needs. An analysis of the available content to a service organization highlighting the sources that are corrupted with garbage and data, as well as the source which have solid information and knowledge. A prioritization of the domains that need to be upgraded based on the future state and user requirements. For the priority domains, an analysis of what effort will be required to bring the information base and the knowledge to the required quality and breadth levels. The Process Roadmap documents key current workflow processes in the organization, and highlights the changes that will be required to integrate the knowledge strategy into user's processes.
Process narratives that document the key steps in each workflow.
Flow diagrams of the new or adjusted workflow. A table that indicates, for each new step, how technology, knowledge, and process change must combine to support the user in that new step. Step Technology Req. If the issue is not product related, e.g. need cable, etc. Experienced agents will want to do the characterization all at once.