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KCS TIPS
Search early, search often in your knowledge base—someone may have solved it already.Capture knowledge as part of your regular workflow, not after a case is closed.Use the customer’s words in your content to boost SEO and findability.Reusing knowledge is reviewing it to apply new or updated information.Always link the case to the article used.Simple structure makes knowledge usable.See a problem in your content or knowledge base? Flag it for review or fix it.KCS is a team sport, not a solo act.KCS is a journey, not a destination or one-time task.Search terms are content—capture them.
Henricks Media
Knowledge That Connects, Experiences That Inspire