Knowledge Guru

What is self-service?

How does knowledge-centered support work?

How do you measure the impact of knowledge-centered support practices?

How does a knowledge-centered approach change the way I handle cases?

Will a knowledge-centered approach increase my workload?

What should I do if I can't find an answer in the knowledge base?

What's in it for me to participate in a knowledge-centered approach?

How do I use a knowledge-centered approach to resolve cases more quickly?

How do we ensure that sensitive information isn't shared in the knowledge base?

What role do I play in the 'double-loop' process of KCS?

Can I rely on the knowledge base for all types of cases?

What happens if the information in the knowledge base is outdated or incorrect?