New knowledge article categories in ComAround Zero™

In keeping with best practices for knowledge-centered support, our focus is both on producing new content and updating existing content based on demand and user statistics from our customers. We’ve identified the most popular categories and listed them below.

In recent months we’ve focused our efforts on the knowledge article categories that we’ve identified as most-used based on available user statistics. We’re going through the articles with the highest number of views, refining, adding and even removing content.

The most-used knowledge articles are in these categories:

  • Windows 7
  • Outlook 2013
  • Word 2013
  • Excel 2013
  • Lync 2013
  • Office 365
  • Outlook 2010
  • Word 2010
  • Excel 2010
  • iOS8

Please get in touch  if you have any specific guide requests.

Read more about ComAround Zero™.

Knowledge is an asset owned by the team

It is no secret that “Knowledge” is the keyword in the support industry in 2015. ComAround recently took part in the IT-support & Service conference in Stockholm with the focus on the support organization’s knowledge. How do you capture this knowledge and how do you make this build value in the company?

At the conference, a great deal was spoken about problem-solving proactive work with knowledge as a central tool. How important it is to map a business’s knowledge in order to be able to utilize and develop it to make working operations effective, innovative and profitable.

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KCS simplifies knowledge management

In her presentation, Ann-Marie Ovin, CIO at the law firm Vinge in Stockholm, spoke of how they had begun to introduce KCS, Knowledge Centered Support, in their IT activity. KCS is a method for working effectively with knowledge within, for example, the IT organization. The knowledge can be available in a knowledge database in a self-service facility.

According to Ann-Marie Ovin, knowledge is an asset owned by the Team, not by the Individual or a small group of content creators. And, at ComAround, we really agree with that. By utilizing, developing and disseminating both new and existing knowledge in a self-service portal, the support organization can build up knowledge capital in order to, for example, take the load off of and make more effective the work in the service desk. In both the long and short term Ann-Marie Ovin, who uses ComAround Zero™ in the support activity, described the service as “structured knowledge in one place”.

– I thought that Ann-Marie’s description that “IT + Knowledge Management = KCS” was very good, says Sharmarke Warsame, who took part as an exhibitor from ComAround.

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Ulf Lignelid, Magnus Nordh and Therese Walve from ComAround

We had many pleasant and interesting discussions with both participants and other exhibitors among the 60 people present.

Would you like to find out more about KCS?

Contact us if you would like to find out more about how KCS works in practice and how it can improve support delivery.

ComAround holds a presentation at the HDI Local Chapter Sacramento, February 19th

On Thursday February 19th, Rob Matheson, Director of Business Development at ComAround in San Francisco, is holding a presentation at the HDI Local Chapter in Sacramento. Register today to learn how to take control of the knowledge flow by using Self Service and KCS.

robmatheson_230x230Rob Matheson has worked in the IT Support Industry for more than 15 years and has held many SF Bay Area HDI Officer positions. He is currently their chapter’s VP of Programs.

At ComAround, Rob works closely with IT teams to help them develop and implement self service and KCS.

His presentation will focus on how to leverage knowledge flow by using KCS and Self-Service.

Date and place:

February 19th, 2015
5:00PM – 7:00PM
Unitek College
1111 Howe Avenue Suite #300
Sacramento, CA 95825

Read more and regiser today

New knowledge articles for software for Adobe CC and Google Drive

We have recently created the following knowledge articles in English:

  • 33 text articles for Adobe C (Creative Cloud), which is Adobe’s cloud-based service that gives users access to Adobe System’s software and cloud services at a monthly fee.
  • 13 articles for Google Drive.
  • 12 articles for SDL Trados Studio 2014, which is a translation program included in the program suite SDL Trados.
  • 14 articles for WordFinder .
  • 20 articles for FastFox, which is a freeware program in the category “text expansion software”. The software enables users to use commonly occurring words and phrases with the help of shortcut keys to simplify typing.

Read more about ComAround Zero™.

New knowledge articles for software for Mac

If you are a Mac user, you have around 250 new guides to dig into in ComAround Zero™.

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  • 64 text guides in the category Mac OS X Yosemite, which is the latest operating system from Apple and was released in October 2014. The focus is on details and content.
  • 50 guides for Mac OS X Mavericks. This is the next-latest version of the operating system for Macs.
  • 36 text guides for Excel 2011 Mac, which is the spreadsheet program included in the Office 2011 suite for Mac.
  • 40 text guides in the category PowerPoint 2011 for Mac.
  • 46 text guides for Outlook 2011 Mac in Zero. Outlook 2011 is replacing Entourage 2008 as the e-mail client in Office for Mac. It syncs with your Exchange account and gives you access to your e-mail, contacts, calendar, information and notes.

Read more about ComAround Zero™.

ComAround is launching several functions that support the processes in KCS. One of these is gamification

ComAround is launching several functions for simplifying and handling support cases via knowledge bases and the self-service concept ComAround Zero™, all in compliance with the processes in KCS (Knowledge Centered Support). KCS is a method and collection of processes designed to capture, structure, reuse and improve knowledge.

Gamification for encouraging participation and engagement

KCS helps service desks to set up processes for successful use of knowledge databases and self-services. To get service desk staff and users in the enterprise to use the tools and follow the processes, participation and engagement are required. A basic principle of KCS is acknowledging and rewarding effort. This is the reason why ComAround is introducing gamification, which involves using game design and game mechanics in motivating both individuals and teams.

Via top lists, ComAround Zero™ provides acknowledgment for those who create the most guides, the guides that have the most views and the guides that produce the highest degree of resolution. The lists are unique for each service desk team.gamification-first-sketch

Direct path to service desk when knowledge database lacks answers

In line with KCS, users should first search for answers to their questions in a self-service knowledge database. If the answer isn’t there, users should be given direct access to the service desk for help. When a search in ComAround Zero™ does not produce any hits, a form is opened for direct contact with the service desk from the page where the negative search results were displayed.

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Central locations for sharing guides with users

Reusing and sharing knowledge is another basic principle of KCS. The function for sharing guides is now centrally located on the guide page, as well as in the search results, so that service desks can send guides to users quicker and easier.
We’re constantly working to simplify and improve the functions in ComAround Zero™, and we’re looking forward to continued development of KCS-compliant processes along with our customers.

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Read more about ComAround Zero™.