Vocabulary is Important

Vocabulary is important!  I propose there are three words we should eliminate from our service and support vocabulary: deflection, avoidance, and consumption.  These three concepts are very self-centered; they reflect…

Hub Article or Resolution Path?

How do we deal with very generic issues or problems that have multiple possible causes? There are two ways to approach this: a hub article or a resolution path. While…

Why do we need a WIP?

There are a few important reasons to use the “Work in Progress” (WIP) status in a KCS implementation. First is to preserve the customer context across the life of the…

KCS v6 Practices Guide: Two Recent Updates

Based on discussions with Consortium Members, we’ve recently made two important changes to the KCS v6 Practices Guide: Visibility is now Audience (in reference to Article State) PII (Process Integration…

Intelligent Swarming Framework Released

Intelligent Swarming℠ (Agile Collaboration) is a dramatically different way to organize people and work. It challenges 30 years of accepted practice and structure in support. Released April 2019, this Framework…