Introduction The KCS Adoption Guide is the accumulation of twenty years of adoption experiences by the staff of the Consortium for Service Innovation. This guide will provide a approach for planning a KCS adoption. Our aim is to share what we have learned about what makes for a successful KCS adoption and hopefully help you avoid some of the common mistakes. This Adoption Guide is meant to complement the KCS Practices Guide and the “Measurement Matters” paper. An understanding of the KCS principles and practices is necessary before this guide will make sense. Readers should especially familiar with the KCS Practices, which are documented in detail in the KCS Practices Guide. The Practices Guide, the Measurement Matters paper, and other important KCS reference material are available for free from the Consortium and can be downloaded from the web site at . It is our intent to minimize the duplication of information; as a result there are numerous references to details included in both the guide and the paper. However, some level of duplication is unavoidable. Terminology Vocabulary is a challenge as different organizations and industries use different terminology for the same or similar things. For example, there are numerous terms used for the support event including: incident, case, trouble ticket, call, or service request. In this guide we will use the term “incident.” We will also use “Support Analyst” to identify the folks in the support organization who solve customer issues. These people are sometimes called support agents, support engineers, or customer support reps (CSR). Support Analysts who are working with a KCS Coach (who are also Support Analysts) on getting licensed as a KCS Contributor or KCS Publisher are referred to as Knowledge Developers. For a complete glossary of terms please see the “Appendix B: Glossary” in the KCS Practices Guide. KCS Scope Knowledge-Centered Support (KCS) is a robust set of principles and practices for creating, maintaining and leveraging knowledge in an interactive environment. KCS
Introduction The KCS Adoption Guide is the accumulation of twenty years of adoption experiences by the staff of the Consortium for Service Innovation. This guide will provide a approach for planning a KCS adoption. Our aim is to share what we have learned about what makes for a successful KCS adoption and hopefully help you avoid some of the common mistakes. This Adoption Guide is meant to complement the KCS Practices Guide and the “Measurement Matters” paper. An understanding of the KCS principles and practices is necessary before this guide will make sense. Readers should especially familiar with the KCS Practices, which are documented in detail in the KCS Practices Guide. The Practices Guide, the Measurement Matters paper, and other important KCS reference material are available for free from the Consortium and can be downloaded from the web site at . It is our intent to minimize the duplication of information; as a result there are numerous references to details included in both the guide and the paper. However, some level of duplication is unavoidable. Terminology Vocabulary is a challenge as different organizations and industries use different terminology for the same or similar things. For example, there are numerous terms used for the support event including: incident, case, trouble ticket, call, or service request. In this guide we will use the term “incident.” We will also use “Support Analyst” to identify the folks in the support organization who solve customer issues. These people are sometimes called support agents, support engineers, or customer support reps (CSR). Support Analysts who are working with a KCS Coach (who are also Support Analysts) on getting licensed as a KCS Contributor or KCS Publisher are referred to as Knowledge Developers. For a complete glossary of terms please see the “Appendix B: Glossary” in the KCS Practices Guide. KCS Scope Knowledge-Centered Support (KCS) is a robust set of principles and practices for creating, maintaining and leveraging knowledge in an interactive environment. KCS