Appendix A: KCS v6 Update Summary
Description of the difference between KCS v5 and KCS v6 available on this web session (YouTube).
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Topics |
Link |
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Introduction/Summary/General |
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| KCS Principles and Core Concepts | |
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Knowledge-Centered Support replaced with Knowledge-Centered Service |
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| Renumbered techniques to contain practice number.technique number | Throughout |
| Moved KCS benefits | Technique 8.3 KCS Benefits and ROI |
| Removed Phases of Adoption references throughout replaces the link | KCS v6 Adoption Guide |
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All references to customer service specific techniques are in block quotes |
Throughout |
| Move ITIL and KCS to appendix | Appendix F: KCS and ITIL |
| Replace Customer with requestor and Support Analyst with responder | Throughout |
| KCS is a Risk Management System updated | KCS Manages the Dynamics of Knowledge |
| Removed Knowledge Assets will address in Predicative Customer Engagement | |
| KCS Article changed Customer to Requester changed Support Analyst to Responder added knowledge worker | The KCS Article and througout |
| Replace participation with link rate | Throughout |
| Incident or case changed to system of record when referring to non-customer service related interactions | Throughout |
| AQI update to be positive | The Article Quality Index |
| Changed vocabulary from capture, structure, reuse to reuse, improve, create | Throughout |
| Replace Draft article with Validated confidence | Throughout |
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Capture |
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| Capture Relevant Content technique combines with Searching is Creating | |
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Structure |
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Reuse |
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Content Health |
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| Content Health Indicators | Technique 5.10: Content Health Indicators |
| Article Quality Index (AQI) replaced with Content Standard Checklist | Technique 5.10: Content Health Indicators and throughout |
| Removed web-success replaced with self-service success | Throughout |
| Article State becomes Article Confidence new definition of Article State is combination of Article Confidence, Audience (formerly Visibility), and Governance | Throughout |
| Archiving Old Articles new technique taken out of Managing KCS Quality | Technique 5.5: Archiving Old Articles |
| Dealing with Legacy Data new technique taken out of Managing KCS Quality | Technique 5.6: Dealing With Legacy Data |
| Priming the Knowledge Base with New Information new technique taken out of Managing KCS Quality | Technique 5.7: Priming the Knowledge Base With New Information |
| Global Support Considerations new technique taken out of Managing KCS Quality | Technique 5.8: Global Support Considerations |
| Knowledge Domain Analysis new technique and combined with New vs. Known | Technique 5.9: Knowledge Domain Analysis |
| Self-service Measures new technique replaces Assessing the Value of Articles | Technique 5.12: Self-Service Measures |
| Process Integration | Throughout |
| Process Integration Indicators added, then name updated to Process Adherence Review | Technique 6.5: KCS Process Adherence Review |
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Performance Assessment |
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| Added Coaching for Success technique | |
| Changed Balanced Scorecard Technique to Assessing the Creation of Value Technique | Technique 7.4: Assessing the Creation of Value |
| Updated individual radar charts to include link accuracy, contribution index | |
| Updated team/team leader radar chart with link accuracy, contribution | Radar Charts: Creating a Value Footprint |
| Updated scenarios to include Process Adherence Review (formerly Process Integration Indicators) | |
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Leadership and Communication |
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| Replace reward with recognize | Throughout |
| Updated Compelling Purpose to include vision, mission, and brand promise | Technique 8.1: Develop and Communicate a Vision |
| Moved KCS benefits and ROI from Strategic Framework into new technique | Technique 8.3 KCS Benefits and ROI |
| Added technique on the Leadership for knowledge workers | Technique 8.9: Leadership Accountability to the Knowledge Worker |
| Leadership and Communications Indicators | Technique 8.10: Leadership and Communication Indicators |
| Appendix | |
| Summary of updates | Appendix A: KCS v6 Update Summary |
| Glossary of Terms updated | Appendix B: Glossary of KCS Terms |
| Article Quality Quick Reference Guide updated | Appendix E: Article Quality Quick Reference Guide |
| Right to Use with Attribution updated | RIGHT TO USE WITH ATTRIBUTION |
Click here for the KCS v5.3 update summary.