Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Session 606: KCS + Problem Management = Better Service!

Mary Cruse (Director, IT Customer Services, First American Corp)

Date: Thursday, April 11

Time: 4:00pm - 5:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Management, Service Operations

Format: Session

Vault Recording: TBD

Audience Level: Intermediate

Is KCS is alive and well in your organization? Are you confident in how your team uses knowledge? Or do you need to motivate your team to use knowledge more consistently and ensure they knowledge they create is accurate, improving the value they provide to the organization overall? In this session, First American will share how they've used KCS in three real-world scenarios, supporting both internal employees and external applications. Attendees will learn how to take KCS best practices to the next level and leverage knowledge to reduce repeated issues, identify self-service opportunities, and provide feedback to development to improve the product user experience.