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KCS: Ask an Expert

This is a place to ask your burning questions about KCS and have them answered by the community that develops and maintains the KCS methodology.


Responders may include Consortium for Service Innovation staff, Consortium Innovators, and KCS Certified Trainers.  


It's always a good idea to search KCS documentation before asking a question; the search bar in the upper right will return results from this Q&A as well as from the extensive KCS documentation provided in this library. 


A list of questions is below (most recent last), or ask yours in the comment box (registration required).  If you can't find your comment here, it has turned into its own page, linked below.


Viewing 3 of 3 comments: view all
I'm trying an experiment. I am working on correlating KB article view counts created for a particular product with new cases for that product. I know there are several factors for a fluctuation in new cases created (like sales and product quality); however, is there a case study drawing conclusions contrasting KB metrics with new cases? Thank you. --Josine, Juniper Networks
Posted 05:43, 17 Sep 2017
@Josine - Unfortunately, one of the best case studies for this comes from you guys! (Do you remember @Keith Redfield's "Scary Snake" chart?) @Peter Case also made this a centerpiece of his KDE "Choose Your Own Adventure" program which he presented to us in Orlando last year: see https://docs.google.com/a/serviceinnovation.org/viewer?a=v&pid=sites&srcid=c2VydmljZWlubm92YXRpb24ub3JnfHdpa2l8Z3g6N2E1NGY4ODc4MzlhODkx

I think Peter's presentation implies a good point. If you look at reduced case volume associated with a self-service article in general, many factors could contribute. But if you go target an article, and following Evolve Loop work, the links to that article go way down, you can make a pretty compelling argument that it was because of what you did. So I think the targeting is key.

(I'm not sure this is a good enough answer to make an article of, so I'll leave it here in the comments for now.)
Posted 15:42, 28 Sep 2017
If introducing KCS in a (large) multilanguage, multicultural company, where the knowledge collected can be both countryspecific or global, where some participants do not speak (good) English and where the knowledge frequently needs to be used to exactly phrase answers to customers in local languages - is opting for an "all English" version a wise decision? As the organisation is large enough, why not accept several languages even if this means some information might not immediately be accessible to all participants? Not sure how to get best search results under these circumstances. Are there examples where such a system has been successfully implemented (europewide)?
Posted 22:17, 25 Nov 2017
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