KCS Across the Organization Team Meeting7-9 February 2018Hosted by University of Phoenix in Tempe, AZ Discussion Topics Enterprise Content Management vs Knowledge Management - David Kay, DB Kay & AssociatesKCS in Professional Services - Jim Mullins, DellEMC and Stephenie Gloden, AgileFieldKCS v6 Adoption Guide - Greg Oxton, Consortium and Jennifer Crippen, DB Kay & AssociatesKCS … Continue reading Team Meeting Summary: KCS Across the Organization
Tag: KCS
A new case study is up on the KCS Resources page at the KCS Academy: Quest Publishes in the Workflow 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 … Continue reading New Case Study: Quest Publishes in the Workflow
For KCS v6 documentation and resources, click here.For KCS v6 certification programs for people, click here.For KCS v6 Verification program for tools, click here. How was KCS® developed?How many organizations are doing KCS?Who owns the KCS methodology?How do I get started on implementation?Why does the Consortium make the KCS documentation available for free?The KCS v6 … Continue reading Frequently Asked Questions about KCS v6
We are pleased to announce the launch of KCS v6! KCS v6 is the culmination of 24 years of collective thinking, investment, experimentation, and insight by the members of the Consortium for Service Innovation. Current documentation includes: KCS Principles and Core ConceptsKCS Practices Guide v6FAQ about KCS For the most current information about updates to … Continue reading Introducing KCS v6
What is standard industry practice? What are the pros and cons? Consortium members are all over the map on whether or not to put their knowledge base content out into the world for Google to index. Unfortunately, there is no easy answer or best practice! It really depends on your business model, your customer engagement … Continue reading Should we lock down our knowledge base?
A new case study is up on the KCS Resources page at the KCS Academy: Improving Customer Success with Self-Service at HP HP has validated the long time Consortium assertion: publish most of what you know, quickly, to your customers and it will dramatically improve customer success with self-service.
Three minute summary: Consortium members met at National Instruments in Austin to discuss the convergence of Communities, Social Networks, and KCS. Melissa George began by setting some context and covering the work previously done by the Consortium, including the Three Tenets of Social and Support, the Social Support Journey Matrix, and Dr. Michael Wu’s Relativity … Continue reading Communities, Social Networks, and KCS: Team Meeting Summary
We're thrilled to publish a new case study by MelissaLynne Burch and the team at salesforce.com! Salesforce.com Employee Success: An Integrated HR Community and KCS Program Launched in Record Time Salesforce.com had great success building an integrated HR community and knowledge environment for their employees.You can find more case studies and KCS resources here.
We're thrilled to publish a new case study by MelissaLynne Burch and the team at MathWorks! Delivering Technical Support Knowledge to the Customer Community MathWorks' goal was to offer integrated delivery of technical support knowledge and customer community knowledge within their MathWorks community implementation. Let us know what you think! You can find more case … Continue reading New Case Study: MathWorks Delivers Support Knowledge to the Customer Community
We're thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! Transforming the Customer Experience This follows up nicely on their case study from last year: When Everyone Can Publish. Let us know what you think! You can find more case studies and KCS resources here. $(document).ready(function(){ $('#AvayaTransformingCE').click(function() { ga('send', … Continue reading New Case Study: Transforming the Customer Experience at Avaya