Support Representative Attend KCS training Internal reuse reports, Access to internal and external Analysts/Engineers and get a KCS coach Analysts must be able to reuse reports Analysts from L1, L2, L3 see how often others Anecdotes about Acknowledgement for their and/or involved in design are using Articles they success contribution to self-service Engineers session and adoption have contributed to success Recognition for planning Gamification achievement of KCS Visibility to and Receive KCS overview (opportunity?) licensing levels acknowledgement for changes and information Include Article creator, in product due to patterns in about how it will help modifier and link rate as the KB (their contribution) them part of the Article Gamification (opportunity?) metadata, reports and subscription model Article value assessment Product Representative Periodic status on Review information Review information about Management managers involved in progress about the analysis of activity patterns, and design session most used articles and trends and customer feedback Development their associated cases Review information about community activities patterns, trends and sentiment
Support Analysts and/or Engineers Representative Analysts/Engineers from L1, L2, L3 involved in design session and adoption planning Receive KCS overview and information about how it will help them Attend KCS training and get a KCS coach Anecdotes about success Recognition for achievement of KCS licensing levels Internal reuse reports, Analysts must be able to see how often others are using Articles they have contributed to Gamification (opportunity?) Include Article creator, modifier and link rate as part of the Article metadata, reports and subscription model Article value assessment Access to internal and external reuse reports Acknowledgement for their contribution to self-service success Visibility to and acknowledgement for changes in product due to patterns in the KB (their contribution) Gamification (opportunity?) Product Management and Development Representative managers involved in design session Periodic status on progress Review information about the analysis of most used articles and their associated cases Review information about activity patterns, trends and customer feedback Review information about community activities patterns, trends and sentiment
SustainingKCSMatrix.docx