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Consortium for Service Innovation

Self-Service Success

Five Key Enablers for Self-Service Success


  1. Findability - The content must be in the context of those who are using self-service (KCS addresses this)
  2. Completeness - Most of what we have learned internally must be available to self-service quickly; 90/0 (KCS addresses this)
  3. Access - Making it easy to access self-service for the users (integration of self-service into the application interface)
  4. Navigation - Support browsing and searching, and offer easy transition from self-service to assisted (no dead ends)
  5. Marketing - A plan to encourage use of self-service 


For details on the key enablers please see the KCS Practices Guide


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