News

The KCS Academy hosted a KCS in Action web session on September 25 about how to improve collaboration between groups who contribute differently to essential knowledge capture in organizations. Watch…

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…

A guest post by Tom Brennan, Global Director of Customer Service Transformation at ServiceNow We’ve all been there. A product or service issue crops up and, after exhausting your options,…

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…

We always caution KCS design efforts to not “over engineer” the process or the content standard.  This is particularly true when it comes to article templates. People often ask, “how…

KCS is a significant culture change for most organizations. We are attempting to shift the culture away from recognizing people for what they know, and toward recognizing people for their…

Big news from the Consortium for Service Innovation: Arnfinn Austefjord joins the staff as the Global Head of the KCS Academy on June 3, 2019. The KCS Academy continues to…

We are pleased to announce that Arnfinn Austefjord will be joining the staff of the Consortium for Service Innovation on June 3, 2019 as the new Global Head of the…

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…

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…