• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer

DB Kay & Associates - Strategic Consulting for Sustainable Knowledge Programs

  • Home
  • What We Do
  • Blog
  • Resources
  • Training & Workshops
    • KCS Practices & Certification Workshop – June 2025
    • KCS Leadership Workshop – August 2025
    • KCS Practices & Certification Workshop – August 2025
  • Who We Are
  • Contact Us

KCS for the Rest of the Enterprise

June 9, 2014 by David Kay

There’s a new workshop for KCS outside of support.

You know KM works.  You probably want to share the good news.  But mention “knowledge management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.

In Support, we know it doesn’t have to be like that.  In Support, we use KCS.  And KCS works.  And KCS works for other parts of the company, too.

Because KCS started in Support, we’ve baked in a lot of Support-specific stuff:  cases or incidents, first contact resolution, call deflection…read through the KCS Practices Guide and you’ll see why other people in the company think it’s not for them.

But when you step back and look, almost every department has interactions or units of work (like Support cases) and systems of record (like Support CRM systems) and everyone is learning information that would be useful to share.

  • Product managers answer product functionality questions from account managers and sales engineers
  • HR advisors interpret benefits policies for employees
  • Professional services staff write RFP answers in proposals, and learn things during client engagements
  • Legal teams write contract language
  • Product development and data center operations staff answer questions about known issues

So, the KCS Practices Guide as it stands today isn’t very useful to the rest of the company, but the ideas are essential!

We’ve put together a new workshop called Commonsense Knowledge that takes the big ideas behind KCS and makes them applicable to other job functions.  We’re holding our first Commonsense Knowledge Workshop in September.

If you’ve ever wanted to share KCS with your colleagues, now’s the time!  Encourage them to sign up today.

ps – we also have a support- and service desk-centric version of our workshop in July.

Filed Under: Announcements, KCS, KM, Resources

Primary Sidebar

Search This Site

Upcoming Events

Jun 24
June 24 @ 9:00 am - June 25 @ 1:00 pm

Intelligent Swarming Insights Workshop – June 2025

Aug 5
August 5 @ 8:00 am - August 6 @ 12:00 pm

KCS Leadership Workshop – August 2025

Aug 12
August 12 @ 8:00 am - August 14 @ 3:00 pm

KCS Practices & Certification Workshop – August 2025

Sep 16
September 16 @ 8:00 am - September 18 @ 3:00 pm

KCS Practices & Certification Workshop – September 2025

View Calendar

Categories

AI and ML Announcements Coaching Content Management Culture Customer Experience Intelligent Swarming KCS KDE KM Knowledge Representation Lynchpins Measures Program Management Rants Resources self-service Social Support Strategy Technology Uncategorized Video Voice of the Customer

Footer

Recent Posts

  • KM with KCS is the Foundation for Successful AI
  • Your Partner’s Partner
  • Use Strategy to your Advantage

Stay Connected

    

Contact Us

talk: 408.568.3551
fax: 408.354.8187
info@dbkay.com
18275 Knuth Road
Los Gatos, California 95033

© Copyright 2025 David Kay & Associates · All Rights Reserved ·