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Name 4 basic concepts of KCS
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What is the best way to capture and maintain support?
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KCS

Knowledge-Centered Support

QuestionAnswer
Name 4 basic concepts of KCS 1. Create content as a by-product of solving issues 2. Evolve content based on demand and usage 3. Develop knowledge base of our collective experience to date 4. Reward learning, collaboration, sharing,and improving
What is the best way to capture and maintain support? Go to the people who use it every day - Support Analyst.
What are the phases of adoption? 1. Planning and design 2. Adoption 3. Proficiency 4. Leverage of the Knowledge Base
What is knowledge? Knowledge is information upon which I can act. Knowledge has action associated with it; we can do something with it.
What is KCS's role? Capture the collective experience of the organziation in ways that others can use. Use or act on are the key points.
What are the attributes of knowledge? 1. Gained through interaction and experience 2. Constantly changing 3. Never 100% complete or 100% accurate 4. Validated through use, experience, and interaction (not by subject matter experts)
Created by: kristyevans
 

 



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