I was excited to help the SAP Fieldglass support adopt KCS as I had witnessed how it helps create a better experience for our customers and each other. Before that, I was in the SAP Student Training and Rotation program where I had the opportunity to know different support teams and how they share their knowledge with customers. I am a Support engineer with the SAP Fieldglass application. KCS is not something we do in addition to solving a case, it becomes the way we solve it. KCS recognizes our ability to learn, collaborate, share, and improve. This results in a knowledge base that can be shared with our customers and each other. Support creates articles as a product of resolving issues or customer questions. Knowledge-Centered Service or KCS, is a support industry standard methodology that incorporates knowledge creation into the case-solving process.
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