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