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