What are the basic concepts of knowledge centered support?
Relying on core concepts such as continuous improvement, collective experience and collective ownership, and seeking to understand before seeking to solve, KCS helps organizations create and review knowledge articles. The articles go through draft, approval, and publishing phases.
What companies use KCS?
With over 20 years in development and over $50 million invested in developing the methodology, KCS has produced significant benefits for support organizations around the world, including Apollo Group, Autodesk, Avaya, Dell, EMC, Ericsson, HP Enterprise, Omgeo/DTCC, Oracle, PTC, Salesforce.com and SDL.
What is KCS methodology?
Knowledge-centered service—also known as knowledge-centered support or KCS—is when support teams not only provide real-time customer, system, or employee support, but also create and maintain documentation as part of the same process. KCS looks similar in problem management.
What is KCS problem?
Each time a problem is solved in a KCS organization, that knowledge is stored in a way that is easily accessible to others. KCS empowers everyone in the organization to share collective responsibility for maintaining the knowledge base and informs how people in the organization solve problems.
What is KCS v6 certification?
The KCS v6 Fundamentals Certification is offered by the KCS Academy. The KCS v6 Fundamentals Certification designates individuals who demonstrate a basic understanding of the KCS concepts including the benefits of KCS and the creation, reuse, and improvement of knowledge articles.
What is knowledge Centred approach?
A knowledge-centered learning environment introduces knowledge (facts, ideas, concepts, and principles) in a timely manner—when the need to do so naturally arises, or when learners see a need.
What are some of the benefits of using KCS methodology?
The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations. Improved skills, job satisfaction, and confidence for the knowledge worker (less stress)
What is reverse templating?
Reverse templating is a lib to reverse simple templates with {mustache} placeholder notation.
What are the four sections of a knowledge article?
Establishing a Good Format or Template
- simple Q&A.
- technical issues (both simple and complex)
- how-to questions.
- process instruction.
- diagnostic procedures (both simple and complex).
What is kcsv6?
What is a characteristic of KCS?
KCS is: – A principle based methodology. – A methodology that seeks to reuse, improve, and create knowledge in the support service delivery process. – A means of collaboration. – Not something we do in addition to solving problems, rather, kcs becomes the way we solve problems.
What is a knowledge based curriculum?
A knowledge-based curriculum is about harnessing the power of cognitive science, identifying each marginal gain and acting upon it; having the humility to keep refining schemes of work, long term plans and generating better assessments.
What do you mean by Knowledge Centered Support?
The KCS Methodology What is Knowledge Centered Service (KCS)? Knowledge-centered Service (KCS), formerly known as Knowledge-centered support, is a service delivery technique that aims at the knowledge as a crucial asset of the business employing it.
When did Knowledge Centered Service ( KCS ) start?
And, before embracing knowledge-centered service (KCS), it was something that lived entirely in the minds of the agents and customer service reps on the front lines of those fixes. In 1992, that all changed—when experts started making an argument for building knowledge-base creation and maintenance into the customer service process.
Which is an example of a Knowledge Centered Service Procedure?
Such data must be capable of solving stakeholder or client problems timely. Examples of Knowledge Centered Service procedure in action comprise: Healthcare enterprises that preserve knowledge bases for customers to refer regarding treatments, wellness, and conditions advice.
What is the current focus of KCS consortium?
The current focus is on making KCS generic: how to capture and improve knowledge at the point of interaction. Until recently, KCS has evolved largely based on the experience of service desks and support organizations that handle incidents or cases.