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17 Cards in this Set
- Front
- Back
- 3rd side (hint)
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What does CSI stand for? |
Consortium For Service Information |
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Who created Knowledge Centered Support (KCS)? |
The Consortium for Service Information |
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What is a Best Practice? |
Repeatable actions |
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What is a Ditch? |
Practices that lead to poor or inconsistent results |
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Name 5 of the Top 10 reasons KCS is needed |
1. Lower support costs
2. Enable web based self-help 3. Improve first contact resolution 4. Identify opportunities to learn from customer's experiences 5. Answer recurring questions 6. Address the lack of time for training 7. Address support analyst burnout 8. Provide consistent answers to customer's questions 9. Provide answers to complex issues 10. Respond and resolve issues faster |
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What is Increased Demand? |
Customers continuing to expect support on technologies (BYOD, Wifi, etc.) |
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What does it mean to Decrease Budgets? |
Deliver cost effective services to customers with fewer resources. |
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What does Increased Complexity mean? |
As technologies change, the difficulty to maintain those technologies increase |
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What is Rise in Costs? |
Increase in cost of materials, people, and tools with a decrease in cost of hardware |
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What is Fireflight Mode? |
Is when customers begin to lose faith in support, analyst burn out increasing turnover, and resources are limited in the company. |
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KCS is not something that is done in addition to solving a problem but....? |
The way to which the problem should be solved |
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What are the 4 main points of KCS? |
Create Content, Evolve Content, Develop Knowledgebase, Reward Learning |
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What is a Best Practice based off of?
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Process not Technology |
P_____ not T_____ |
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Name 3 of the 5 KCS Organizational Goals |
1. Develop knowledge as a by-product of interaction
2. Grow and Harvest knowledge articles during problem solving 3. Improve efficiency and effectiveness through the reuse of knowledge 4. Identify opportunities to improve products and services 5. Provide content for self service knowledge |
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What is Proactive Knowledge Management? |
Building a knowledge base prior to the need and forecasting potential questions and problems before they occur. |
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What is Reactive Knowledge Management? |
Capturing knowledge at the time it was created. Knowledge is created in response to an occurring event or issue. |
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What are the 3 basic KCS concepts? |
Capture, Structure, and Reuse Knowledge |
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