https://groups.google.com/g/accs-va-robotic-process-automation
Knowledge serves as the foundation for every service desk, and drives internal and customer facing experiences. It is not without its own problems, and no institution is without its knowledge management struggles.
This presentation will serve as an introduction and primer to the KCS (Knowledge-Centered Service) methodology. We will share and discuss the principles and methodology we learned while completing our KCS V6 Practices certification with the ACCS community.
KCS is a well-documented and successful knowledge management methodology that has been implemented across a broad spectrum of organizations, institutions, and businesses including: Dell, Zoom, Smashburger, Avaya, and higher education institutions.
It creates value by capturing the collective experience of an organization. It is not something that is done in addition to solving problems, but instead becomes the way problems are solved.
