How KNOVA Supports and Extends Knowledge-Centered Support (KCS)

The earliest adopters of KCS had to take real risks to get these benefits. Practices were documented at a conceptual level, but operational details had to be re-invented with each adoption. Formal training was unavailable. Technology support was minimal and cumbersome. Things are easier today. The Consortium for Service Innovation (CSI) has documented detailed procedures and practices that have been demonstrated to work in the real world. The Help Desk Institute (HDI) and its training partners (including DB Kay & Associates) offer open enrollment and customized training programs to jump-start KCS initiatives. And, importantly, technology leaders like KNOVA have developed software with features designed specifically to make KCS a practical, low-cost way of managing service and support knowledge. This paper will explain in detail how KNOVA Software supports and extends KCS.

Tags: CRM, Service Resolution, KCS, Knowledge Centered Support

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