Knowledge isn’t something we do in addition to the solving problems, knowledge is the WAY we solve problems

Traditional support channels like the Service Desk see less than 3% of the total demand for customer support.

If an issue is worth solving then it’s worth capturing in your knowledge base.

Capture, Structure, Reuse and Improve knowledge as a bi-product of daily support activities. 

Knowledge is information upon which we can act on.

The role of support is to connect people to content for KNOWN issues and connect people to people for NEW issues.

KCS is a methodology that focuses on knowledge as a key asset of the organization.

We should capture knowledge once and reuse it often.

KCS seeks to: Create articles as a by-product of resolving issues.

KCS seeks to: Develop a knowledge base of our collective experience to-date.

KCS seeks to: Evolve articles based on demand and usage.

KCS seeks to: Recognize people’s ability to learn, collaborate, share and improve.

70% of support demand is redundant, 70% of all issues coming into the support desk have been solved before.