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.
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 these […]
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.
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