KCS Practice 3: Reuse
KCS Practice 3 Techniques
Knowledge Workers must adopt the behavior to search the knowledge base first when beginning to address an issue or question.
Technique 3.1: Search Early Search Often
The shared repository of knowledge, usually called a knowledge base, becomes an integral part of customer interactions. If content has been correctly authored with the user's description of the issues, then searching with the user's words will return results if the issue is already known.
Technique 3.2: Seek to Understand What We Collectively Know
Leverage collective experience, stored as existing content in a central knowledge repository, to enable more efficient issue resolution. Work In Progress articles are visible to all who work in a given domain. Teach people how to search effectively.
Technique 3.3: Linking
Connect issue resolution records (tickets, cases) to KCS articles to measure usage and inform efforts during Evolve Loop activities. Measure article links over time to demonstrates KCS process adoption and success metrics.
Expert Capabilities for KCS Practice 3
Expert search instantly indexes any new or updated content and adapts to serve more relevant results over time. Capture Manager for Service Cloud includes a full Expert search within Salesforce to link articles to cases. Search results automatically display based on ticket information and can be refined by the knowledge worker as needed.
From the Consortium for Service Innovation: Read more about Practice 3 in the KCS v6 Practices Guide.
KCS® is a service mark of the Consortium for Service Innovation™.