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KCS in Action: KB Driven Problem Management
December 10, 2020 - 10:00 am - 11:00 am PST
Learn how Akamai’s KDE (Knowledge Domain Expert) Program developed a “KB Driven Problem Management” approach that solved the pitfalls of root cause codes and case classification.
Sathish Narayanan and Paul Lane of Akamai will share how they’ve turned data into action, lessons learned and their plans for evolving the program.
As always, there will be time for questions and discussion.