Blog - Henricks Media

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.

AI + KCS: Why Structured Knowledge Is the Future of Support

April 3, 2025 in AI, Knowledge-Centered Service (KCS), Search Engine Optimization

Transforming chaos into clarity with knowledge and AI AI is revolutionizing how we approach customer support, service delivery, and knowledge management. Whether it’s chatbots, AI search, or case-assist tools, organizations are leaning hard into automation and digital transformation. But amidst all the innovation, there’s a foundational truth that’s often overlooked: AI is only as smart, […]

How to Build a Simple Bug Tracking Tool in Google Sheets

March 14, 2025 in Productivity, Project Management, Tutorials

At Henricks Media, we’re passionate about equipping businesses with practical tools to simplify their workflows. One handy solution we’ve put together is a bug tracking system built in Google Sheets—a budget-friendly alternative to tools like Jira. Perfect for web developers, project managers, and small business owners, this DIY setup is quick to implement and easy […]