Category: KCS
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Forbes: KM Matters for AI
“In an era when unstructured data—content—is seen as the most critical fuel for the artificial era ahead, it’s time knowledge management had a seat at the table.” Forbes, Knowledge Management, The Tech World’s Stepchild, May Be AI’s Salvation, May 13th 2026 “Consider the source.” We may get this advice after cutting remarks from someone who isn’t…
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KCS v6 Practices Certification: What’s a Violation, Anyway?
in KCSWhat does the KCS v6 Practices Certification exam mean by a “violation?”
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Announcing AI SmartSource
AI SmartSource offers services to enhance AI performance for organizations by providing tailored content, optimizing processes, and implementing best practices to ensure effective training and response generation.
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KM with KCS is the Foundation for Successful AI
TL;DR: Effective knowledge management using KCS is what makes AI work best. Start with the content, then let GenAI turbocharge its delivery. “We have a lot of Generative AI initiatives going on here. But ours is moving faster than the others because our KCS program had already created content that the AI model could…
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What Does the KCS Council Do?
A few clients recently asked us for more details on the roles and responsibilities of the KCS Council. There is good general guidance in the KCS v6 Practices Guide and the KCS v6 Adoption Guide, but it’s not especially specific. So, with input from Ryan Mathews, Jacob Watts, Monique Cadena, and Jennifer Crippen, I thought…
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KCS v6 in Five Minutes
We’ve updated KCS in Five Minutes for KCS v6! In 2010, I learned about Pecha Kucha. Pecha Kucha is a Japanese storytelling approach that displays 20 slides, each for exactly 20 seconds, for a total length of 5:40. Given that my typical tempo for explaining KCS is a three-day workshop, I thought it would be…
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KCS: Drive to Resolution
Some KCS articles directly answer a question or solve a problem—they’re resolutions. Other articles are simply helpful—they’re references. You should close most of your cases (or tickets or incidents) with resolutions.
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Coaching and Licensing: Your (Not So Secret) Weapon
Coaching is a critical enabler for KCS, and a robust licensing model is an essential means to insure knowledge quality. The KCS Practices Guide, the KCS Adoption Guide, and in various posts in this blog hammer this point home. When we work with a team practicing KCS to do a KCS Tune Up, our…
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Video: The KCS Evolve Loop
The Consortium for Service Innovation released its Knowledge Domain Expert guide for members. Also, Jennifer and I are now certified to facilitate the associated KDA Workshop. We’re extremely excited about the benefits that Evolve Loop knowledge work can bring to a KCS program. We share why we’re so jazzed, and how you can get…