Duration: ~12 hours
Cost: varies
This customized, trainer-led workshop is designed to help organizations get started with a Knowledge Domain Analysis program by teaching Knowledge Domain Experts how to look for patterns and trends in the knowledge base.
This interactive workshop covers the key elements of the Evolve Loop practices of the KCS methodology and provides some context around the why of Knowledge Domain Analysis, then leverages your organization’s data to teach Knowledge Domain Experts what to look for. This workshop not only provides KDEs with some structure and process, it also identifies significant opportunities for improvements in:
- The KCS Solve Loop processes
- High-value knowledge articles
- Self-service success
- Business improvements (products, services, policies)
A Knowledge Domain Analysis workshop is designed and delivered for an individual company that has been generating data with KCS Solve Loop processes (capturing, structuring, reusing, and improving knowledge) for at least six months. This workshop uses real data from the host company’s case/incident management and knowledge management systems.
Topics
- The concept and intent of the Evolve Loop
- Analysis techniques and processes for:
- Pattern recognition
- New vs Known Analysis
- Opportunities to improve self-service success
- Types of Evolve Loop content:
- Complex diagnostic processes
- Generic issues with multiple possible causes
- Measures to assess effectiveness of the KB
Intended Audience
- KCS Program Manager
- Knowledge Domain Experts (or those training to be KDEs)
- Data Analysts and other interested parties
After several months of strong momentum, this workshop helped us harness all the team’s contributions to uncover many product improvement opportunities and create systems for ongoing insights for continuous improvement.
-Director of Customer Success Enablement
Self-Paced Training & Exams
- KCS v6 Fundamentals & Exam
- Digital Transformation Fundamentals
- Managing in a Digital Economy
- Intelligent Swarming Fundamentals & Exam
Instructor-Led Training & Exams
- KCS v6 Practices Workshop & Exam
- KCS v6 Coach Workshop
- Knowledge Domain Analysis Workshop
- KCS v6 Leadership Workshop
- KCS v6 Trainer Exam
The Only Certifying Body for KCS
The Consortium for Service Innovation, whose Members created and maintain the KCS methodology, is the only certifying body for KCS. We offer KCS certification for people and KCS designations for KCS Verified Tools, KCS Aligned Tools, and KCS Aligned Services.