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All our issues are unique, so does KCS even make sense for us?

Posted by on August 3rd, 2017 with 0 Comments

  Question: A Support Manager said they cannot embrace KCS because of the way we do business. We have no level 1 support – our support acts as a level 2-3.  They don’t have time to create articles and many of the tickets that come in


KCS Roles: What do we do with our existing knowledge authors and editors?

Posted by on August 1st, 2017 with 0 Comments

  Question: We are looking to adopt KCS and we are wondering what we do with our exiting Knowledge Authors and Editors? – Anonymous This is a common question/challenge for organizations who are moving from the traditional waterfall model for KM (knowledge from very few for


PII: Should we have “Modify Loss” as an option?

Posted by on July 20th, 2017 with 0 Comments

  Question: I’m working on a Process Integration Index (PII) tool.  Should I have “modify loss” as an option? – Monique Cadena, Quest   I think the ideal (theoretical) most complete contribution index would have an assessment of how often we link, link accurately, modify,

Maximize the Benefits of KCS

Maximize the Benefits of KCS

Posted by on September 11th, 2012 with 0 Comments

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