New Case Study: Quest Publishes in the Workflow

A new case study is up on the KCS Resources page at the KCS Academy:

Case Study Cover Page

The KCS v6 Practices Guide says we should share most of what we know externally as quickly as we can. To increase the use and success of self-service, 90% of the articles in the KB should be available externally immediately or within 90 minutes.

At Quest, they’ve met a goal of 90/0: 90% of what they know is published externally at or before case closure, and they are reaping the benefits.

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