Courses

Description:

The KCS Fundamentals self-paced training provides a great overview of KCS and why it is important to the knowledge workers. It provides a strong and standardized foundation that makes it easier to ensure everyone is speaking the right language and the knowledge workers as well as leadership have a strong understanding of the “why” behind what we are asking of them.

Objectives:

Once we have integrated Knowledge Management & Knowledge Centered Service into the ticketing process, our Support Engineers will be able to use Knowledge Capture to:

1. Search & Review articles for accuracy & relevancy.

2. Add articles to resolve & close a ticket.

3. Create new articles using two HTML templates.

4. Provide feedback on articles for content maintenance.

Course Modules:
KCS Concepts

The KCS Article

Creating an Article

Process Integration

Performance Assessment

Duration:

~ 60 minutes