Larry Yang, Sr. Manager Community Experience, and Sue Wong, Sr. KCS Coaching Lead recently shared their look back on the one year anniversary of the KCS launch at Ping Identity. Watch the recording below, or read on to hear about their successes, explore some of the challenges they faced, and peek at what lies ahead.
Leveraging Salesforce and Coveo, Ping optimized its internal and external knowledge-sharing capabilities, supported by AI-enhanced tools and a robust framework rooted in KCS Practices.
Since implementing KCS, Ping has seen remarkable results.
- Over 800 new knowledge articles have been added, representing a 38% growth in their knowledge base.
- Cases leveraging KCS close 2.45 days faster.
- Customer satisfaction has improved by nearly 12%.
- Self-service success through their knowledge base has increased by over 100%.
- Case volumes have shifted from exponential to linear growth patterns.
Coaching is Key
A key differentiator in Ping’s implementation was its focus on coaching. To streamline coaching efforts, Ping developed a custom Salesforce dashboard that allows managers and coaches to track article creation, flag resolution, and case link accuracy. This tool ensures transparency and efficiency, supporting engineers in meeting content standards while fostering professional growth. Additionally, Ping simplified its KCS licensing model by removing redundant roles and adopting a trust-based model, empowering engineers to contribute more effectively to the knowledge base. This approach has led to faster article creation and improved external publishing, enhancing both customer and employee experiences.
Looking ahead, Ping plans to further mature its KCS-driven problem management and explore advancements in AI integration. Their experience underscores the importance of strategic planning, adherence to KCS Practices, and a dedicated focus on coaching and organizational change management as the cornerstones of success.
Resources Shared
- Slides (available in the Consortium Member-only wiki)
- Consortium’s 2024 Year In Review – Advancing Knowledge, Automation, and Our Community
- Upcoming Public Events
- KCS Training
- If you are interested in presenting at a future KCS in Action or being part of a Practitioner Panel on a topic, contact us
- Get notified about future events by signing up for the mailing list
Chat Highlights
- Arun Vats: How do you ensure that your KBAs remain continuously aligned with the CSC (Content Standard Checklist)?
- Monique Cadena | Ping Identity: @Arun Vats any items that need updating during the initial CSC are done with the Coach and TSE at that time. After that any updates/changes on v2 + are updates/fixes that are minor, even if it’s significant the bones are there and we have not seen any issues on v2+
- Sue Wong | Ping Identity: As engineers create new Articles > the new Articles appear in the Ready for CSC panel for the KCS Coach > KCS Coaches have regular coaching sessions with coachees with CSCs being 1 of the topics of discussion (if there are any).
- John H. Upchurch: For those of us who are KCSP v6 certified, but who have not yet had the opportunity to lead a Knowledge Base rollout, what types of jobs should we be targeting?
- Will Steveling: I can tell John that I’m referred to as a Knowledge Specialist
- Liz Bunger | Vertex Inc.: I’m seeing more and more with KCS in the job description
- John H. Upchurch: I rarely see KCS jobs, but knowledge manager is a common one, and they want experience.
- Jennifer Crippen | DB Kay & Associates: If I don’t see it in the title, I always look in the description for “KCS” details
- Christina Roosen | Akamai | California: Increasingly seeing jobs that mention ‘self-service’ as well
- Christina Roosen | Akamai | California: Love the ‘trust and empowerment’ model! IMO support employees don’t feel trusted or empowered often enough!
- Brian Pahl: Phenomenal presentation! Love how you presented the why and how you are applying it
- Christine Egli, Philips: excellent presentation and stunning metrics. Well done Ping!