Category: KCS
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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 […]
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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 […]
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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 […]
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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 […]
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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 […]
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Taking A More Positive Approach to KCS
Should we approach KCS in a more positive way? For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them. That’s how we’re […]