KCS v6 Documentation
- KCS Principles and Core Concepts
- This document is intended to describe the principles and core concepts of Knowledge-Centered Service (KCS).
- KCS v6 Practices Guide
- Section 1 Knowledge-Centered Service
- Section 2 The KCS Practices
- Summary
- About the Consortium
- Appendix A: KCS v6 Update Summary
- Appendix B: Glossary of KCS Terms
- Appendix C: Metrics Matrix
- Appendix D: KCS Roles and Competencies
- Appendix E: Article Quality Quick Reference Guide
- Appendix F: KCS and ITIL
- Appendix G: KCS FAQs
- Appendix H: The "Why" Behind Each Practice
- RIGHT TO USE WITH ATTRIBUTION
- Special Thanks
- KCS v6 Knowledge Domain Analysis Reference Guide
- Knowledge Domain Analysis activities are critical in identifying, maximizing, and sustaining benefits generated by a KCS implementation. This Guide describes those KDA activities.
- Measuring Self-Service Success: Understanding Success by Channel
- Improved customer success due to better knowledge-sharing is a key benefit of KCS. How can we determine the value of knowledge delivery across multiple channels, particularly for self-service and community implementations?
- Handling Doubts and Misconceptions
- How to Use This Resource
- Doubt: I don't have time.
- Doubt: All our issues are unique.
- Doubt: I already know the answers. Why should I use the knowledge base?
- Doubt: Knowledge is power. Why would I give that up?
- Doubt: I wasn’t hired as a tech writer. It’s not my job.
- Doubt: Self-service doesn’t work.
- Doubt: The tools don’t work.