KCS is about creating knowledge as a by-product of resolving problems. And that knowledge is then used by customers and support teams across self-service communities, support consoles, websites, etc. But when it comes to implementing KCS, only a fraction of organizations have experienced success. Why?
To dig deeper, we invited Brian Corcoran, our Regional Sales Manager in the US and a KCS-certified practitioner. He has helped a variety of organizations increase their support capacity by driving KCS. Hear him provide succinct answers to questions like: