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Knowledge Centred Service (KCS) seems to be one of the mostly widely used programmes for Knowledge Management - CE doesn't quite meet those standards yet but it would be useful to know if KCS principles and concepts were driving CE Knowledge development and when we might expect key features that enable this approach.
Thank you for bringing this up. We are engaged in a large scale implementation of Dynamics as our CRM for Sales for Service, and I'm amazed that there is no mention of KCS anywhere. I know that being KCS v6 certified was a key marketing point for Salesforce Knowledge, and would love to know if MS is aware of the interest from their current/potential client base. Also, if anyone has worked with Dynamics Knowledge and is adopting some of the KCS methodology fundamentals, would love to hear how they are adapting to it with Dynamics.
No that has nothing to do with Knowledge Centred Service - www.serviceinnovation.org/.../.
Knowledge Centred Service is a system for incorporating knowledge capture and creation into the service interaction process. It has numerous facets but depends on a system of capturing and using knowledge which is iterative, is organisation wide and utilises data analysis and feedback loops. What I want to know is whether MS is developing CE Knowledge with an eye to making it compatible with this system - the rollout of search analytics, for example, supports using KCS principles and methodology.
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