2 QUICK WAYS TO JUMPSTART YOUR KNOWLEDGEBASE CRAIG STOSS @STOSSINSUPPORT CSTOSS@GMAIL.COM

AGENDA • Common Problems • KCS (Knowledge Centered Support) in Brief • 2 Principals You Can Use Tomorrow • Keys To Success • Use It

COMMON PROBLEMS • Knowledgebase is: non-existent, outdated, not promoted or not growing • A single “Go To” person, or team holds knowledge (Tribal Knowledge) • Repeat questions killing efficiency (Very little, if any, case deflection) • Multiple knowledge sources/No maintence • Ticket load rising through new products introductions, growing customer base etc. • Headcount (isn’t this always a problem?)

KNOWLEDGE CENTERED SUPPORT IN BRIEF • NOTE: This is not KCS Training • KCS is a standard created by the Consortium for Service Innovation. http://www.serviceinnovation.org/kcs/ • KCS is a proven methodology for integrating the use, validation, improvement, and creation of knowledge into the workflow.

KNOWLEDGE CENTERED SUPPORT IN BRIEF Image from: http://www.serviceinnovation.org/kcs/

QUICK START PRINCIPALS • Tackling KCS in its entirety is a big undertaking and can be overwhelming • Focusing on just 2 principals that can be started within days or weeks will get you on your way quickly and drive real successes Principal 1: Integrate the creation and reuse of knowledge into the problem solving process Principal 2: Evolve content based on demand and usage

INTEGRATE THE CREATION AND REUSE OF KNOWLEDGE INTO THE PROBLEM SOLVING PROCESS • Assign ownership of all knowledge to one leader and/or team • Process includes searching for existing knowledge, or creating new knowledge • Knowledge creation becomes everyone’s responsibility: “Never answer the same question twice” • “New vs Known” Knowledge

EVOLVE CONTENT BASED ON DEMAND AND USAGE • Knowledge should be updated in real time, and always accurate • Content must be in ‘customer voice’ • Grouping ‘like’ articles together into informative docs

KEYS TO SUCCESS • Make it part of culture • Emphasize opportunities to work on more interesting work, focus on tougher problems • Have a team member/peer run the program instead of management • They are the experts, let them be the experts • Promote the sh*t out of it • Nudge your customers to articles or video at every opportunity • Measure Deflection • Integrate it into your Case Logging Channels & Case Management Tool

WORKSHOP • Write an article in the customer voice • How would the customer ask for this? (Only one way? Many ways?) • How would you answer this to ensure your customer can be successful? • What other articles might this need to reference?