White paper The ROI of Knowledge Sharing Software for Sales and Marketing Teams

What you'll learn Improving Customer Support Operations with KCS

As customer support continues to move to a more strategic position within organizations, teams are faced with the important and difficult task of meeting customer expectations. Organizations are turning to a service delivery methodology in which knowledge management is applied to support operations through a culture of problem-solving and knowledge sharing called Knowledge-Centered Support (KCS).

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  How to build a knowledge base

  Successful KCS relies on having content that reps will use as well as the right technology. Learn how to set your team up for success.
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  Create documentation with the solve loop

  Discover the most effective methods for identifying solutions to customer problems and how to document the process.
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  Refine knowledge with the evolve loop

  Learn how to maintain knowledge so that it serves both customers and customer support employees by utilizing the evolve loop.
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  Start your KCS plan with our checklist

  Between defining goals and communicating with your team, you'll be on your way to setting up a successful KCS plan.