Vocabulary is important! I propose there are three words we should eliminate from our service and support vocabulary: deflection, avoidance, and consumption. These three concepts are very self-centered; they reflect a vendor-centric perspective, not a customer-centric view. "Deflect" and "avoid" are often used when discussing the value of self-service, as if deflecting and avoiding our … Continue reading Vocabulary is Important
How do we deal with very generic issues or problems that have multiple possible causes? There are two ways to approach this: a master article or a resolution path. While the structure of these types of articles is the same, the intent is different. As a general rule of thumb, we want to have … Continue reading Master Article or Resolution Path?
We always caution KCS design efforts to not “over engineer” the process or the content standard. This is particularly true when it comes to article templates. People often ask, "how many templates should we have?” The answer is ONE… keep it simple! Because many of the KM tools offer us the capability to create different … Continue reading How Many Article Templates Should We Have?
There are a few important reasons to use the "Work in Progress" (WIP) status in a KCS implementation. First is to preserve the customer context across the life of the case. If the issue takes some time to resolve, as is often the case in moderate to complex support environments, or if we have to … Continue reading Why do we need a WIP?
Based on discussions with Consortium Members, we've recently made two important changes to the KCS v6 Practices Guide: Visibility is now Audience (in reference to Article State)PII (Process Integration Indicators) is now PAR (Process Adherence Review) Article Audience: Who Gets to See What To manage who can see which KCS articles, we use the article … Continue reading KCS v6 Practices Guide: Two Recent Updates
Intelligent Swarming℠ (Agile Collaboration) is a dramatically different way to organize people and work. It challenges 30 years of accepted practice and structure in support. Released April 2019, this Framework for Collaboration is intended to capture the why and what of Intelligent Swarming. Read the FrameworkRead a summary by Framework co-author Greg Oxton Learn more … Continue reading Intelligent Swarming Framework Released
Years of experience have shown that there is a direct correlation between KCS understanding and KCS results. Use official KCS certification to strengthen your organization's program and reap the benefits. The degree to which people in your organization truly understand the KCS concepts - why it is important to the organization and what’s in it … Continue reading Maximize the Benefits of KCS