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 … 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 hub article or a resolution path. While … Continue reading Hub 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 … 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 … 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) … 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 … 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. … Continue reading Maximize the Benefits of KCS