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Using KCS principles to improve self-service

This whitepaper shows how support organizations can use KCS (Knowledge-Centered Service) principles to improve their self service and keep up with increasing demands on the service desk.

In this whitepaper we will guide you through the main principles of KCS:

  • Principle 1: Create content as a by-product of solving problems
  • Principle 2: Evolve content based on demand and usage
  • Principle 3: Develop a knowledge base of an organization’s collective experience
  • Principle 4: Reward learning, collaboration, sharing and improving

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