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.
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 […]
What Support Needs to Survive the Pandemic
Essentially every job in our economy has changed overnight. Each of our situations is different. But from talking with clients and extrapolating from current state, here are some common themes.
Knowledge Domain Experts: A Little Structure Really Helps
We usually let KDEs on their own. Earlier this year at the Consortium for Service Innovation’s annual member summit, I learned what works better, thanks to an insightful and informative presentation by Peter Case, Knowledge Services Manager at PTC