KCS Methodology

After this you'll be able to:

• Define KCS Methodology.

• Summarize your role in the KCS process, and some of the other roles you'll be interacting with.

• Implement the KCS workflow

• Distinguish which situations to go over a KB while on the phone and which to have the client do on their own.

It's just so happy

But First....

You will be paired with another analyst. One anaylst will receive a photo, and the other will be given a piece of paper and colored pencils. The analyst with the photo will describe the photo, and the analyst with the colored pencils will draw the image as described.

Do your images look anything like these?

Once more with feeling...

This time, everyone will receive a piece of paper with the same directions. You won't be able to speak to anyone, nor should you look at other's work. Follow the directions and draw the image to the best of your ability.

Does your drawing look anything like this?

What is KCS?

Kentuky Chicken Salad?

Knowledge-Centered Support

General Idea

What is KCS?

Kneading Challah Strongly?

• Idea was developed in 1992

• Created and maintained by The consortium for Support Innovation

• Used by companies like Yahoo, Dell, HP, Cisco, Microsoft, and Salesforce

What is KCS?

Kickboxing Crab Syndicate?

There are a couple Roles that make the KCS method work:

• KCS Admin
• KCS Coach
• KCS Publisher
• KCS Contributor

What is KCS?

Kindly Caressing Squid?

KCS Admin

• Manages the database

• Updates KCS procedures

• Manages the KB Publisher Exam

KCS Coach

• Oversees articles for a particular product(s)

• Updates KCS procedures

• Administers AQI scores

Cookie Monster was the unsung hero of Sesame Street

What is KCS?

Kiwis Cascading South?

KCS Publisher (Once you pass your exam!)

• Writes articles

• edits articles

• Vets articles created by contributors

KCS Contributor (You!)

• Writes articles

• Edits articles

What is KCS?

Workflow

Koala Cheese Shops?

Why use KCS?

Knee Cackling Syndrom?

Benefits

Our Customers

Our Company

• Solves cases faster

• Improves staff morale and satisfaction

• Builds organization learning

• Empower customers to solve and avoid problems
• Effective self-service makes the customer feel smart
• Reduces customers' frustration

Why use KCS?

Kanine Cleaning Services?

• Analyst who regularily use the Knowledgebase are proven to be more successful

• Using the Knowledgebase will make you feel better

• Getting clients to use the Knowledgebase makes them more confident

How do I KCS?

Keratinization Creating System?

Remember this?

How do I KCS?

Kayaks Cruising Slowly?

Scenario 1

You receive a call, and you start to search in Knowledgebase.   During your search, you are able to find a relevant article that you can deliver to your client.  While wrapping you feel that it would benefit our clients by adding a video demonstration.  What steps would you take during your wrap?  During your research (if applicable)?

Suggested Answer: ​

• Link the article to your case. ​
• Make any immediate and QUICK edits during ​wrap.
• Save the video edits for your next research ​block.

How do I KCS?

Kebab Crunching Squirrels?

Scenario 2

While on the phone with a client, you deliver a solution that you feel confident will resolve their question.  You notice a spelling error in the article you found.  What actions would you take during your wrap?  During your research (if applicable)?

Suggested Answer: ​

• Link your article to the case​
• Edit the article while in wrap​
• Save your changes and submit for approval​
• Move on to the next call

How do I KCS?

Knobs Can't Spin?

Scenario 3

While helping a client over the phone, you search in Knowledgebase for a article.  You are unable to find an article that has a solution to their question.  Through troubleshooting you are able to provide them with some quick steps that resolves their question/error.  What actions do you take during your wrap?  During your research (if applicable)?

Suggested Answer: ​

• Create the new article during your wrap​
• Save changes and submit for​ approval
• Move on to the next call

How do I KCS?

Karen Can't Swim?

Scenario 4

While helping a client over the phone, you search in Knowledgebase for a article.  You are able to find an article that resolves the client’s question/error.  No edits are needed to the article.  What steps do you take during wrap?  During your research (if applicable)?

Suggested Answer: ​

• Link the article to your case​
• Move on to the next call

How do I KCS?

Kangaroo Championship Skiing?

Scenario:

While you were researching a ticket, you stumbled upon a Knowledgebase article that solves the issue. It looks like the client will need to pull a Host ID instead of a Record ID for an import. You test the article in your personal database, and the steps worked. Write a mock email directed to the client, explaining how to resolve the issue.

How do I KCS?

Kudo Covert Symposium?

Greetings Richard,​

​

​

Yes there is a 7.0 REWS file is available on blackbaud.com in the downlaod section. I would advise reviewing this article https://kb.blackbaud.com/articles/Article/51415 and the subsequent system requirements document.​

​

Please let me know if you have any questions. You may contact me directly via either replying to this e-mail or adding notes to your case, 11111111, on Case Central at http://www.blackbaud.com/support/casecentral/casecentral.aspx.​

​

​

Have a great day,​

​

Rachel Berry​

Customer Support Analyst

How do I KCS?

Kart Crashing Safety?

Hello Pat,​

​

​

This is Rachel from Blackbaud Product Support. I'm writing in reference to case number 22222222, which you have open about getting ready for scheduling a new year. Per our conversation earlier I will include a couple of Knowledgebase articles for you to help with the process of getting everything set up.​

​

Preparing for a new year in scheduling​

https://kb.blackbaud.com/articles/Article/589322

​

What are the required fields for importing course scheduling restrictions​

https://kb.blackbaud.com/articles/Article/42570​

​

Please let me know if you have any questions. You may contact me directly via either replying to this email or adding notes to your case, 22222222, on Case Central at http://www.blackbaud.com/support/casecentral/casecentral.aspx. If I don't hear from you by Thursday, I'll assume all is well. Please note if the case is closed and not resolved, we may reopen by referencing the case number.​

​

​

Thank you,​

​

Rachel Berry​

Customer Support Analyst​

How do I KCS?

Ketchup Containment System?

A few things to Keep in-mind:

• Explain the Knowledgebase article before you link it​
• Include the title​
• Include a few key points from the article if applicable​
• Include the steps in the body of the email if they aren’t too long​
• If there are points that could generate a call back, head them off in the email​
• For troubleshooting Knowledgebase articles, point out the piece you think is the most likely fix​
• Remember we still want our emails to be brief​

How do I KCS?

Knowing Constant Struggle?

Good Morning Nancy, ​

​

Thanks for your email In regard to case 33333333, called checks are not printing credit memos when invoice is fully paid.​

​

Generally speaking, there is a business rule in The Financial Edge (database view) that applies to this situation.​

​

We can see how yours is setup currently, and that should tell us if this is something that FE NXT is not picking up on, or if we need to change the business rule​

​

When a credit memo pays off an invoice completely, 1 of 2 things can happen:​

1) The Invoice status is just changed to paid​

2) A zero dollar check must be printed (showing the credit memo(s) completely paying off the invoice, in order for the invoice to be changed to paid​

​

This article details the steps to access the business rule in database view and also the steps to confirm the bank setup (in database view) as well - https://kb.blackbaud.com/articles/Article/38362​

​

Let me know what you find (if it is actually in place, for example, and data entry where credit memos completely take care of invoices in database view does create $0 checks) and we’ll go from there if need be. You may contact me directly via either replying to this email or adding notes to your case, 33333333, on Case Central at http://www.blackbaud.com/support/casecentral/casecentral.aspx. If I don't hear from you by Thursday, I'll assume all is well. Please note if the case is closed and not resolved, we may reopen by referencing the case number.​

​

Kind Regards,​

​

Rachel Berry​

Customer Support Analyst

How do I KCS?

Kingdom Come Song?

Phone Scenario - 1

Brittany calls in, and after gathering the details from them you find the perfect answer for them in Knowledgebase. You read through the steps, and confirm it should take about five minutes to complete those steps.

Walk them through!

How do I KCS?

Keyword Concise Searches

Phone Scenario - 2

Artie calls in, and needs a supervisor to complete the steps necessary to resolve their error message. No supervisor is currently available, and you have a Knowledgebase article that includes the steps.

Review the steps and email them to complete

How do I KCS?

Kibble Controlling Sasquatch?

Phone Scenario - 3

Quinn calls in and wants to be walked through how to import. She has imported before, but starts the call by saying please don’t send me a Knowledgebase article. After gathering the details from her, you know the process will take around an hour to complete, and there is a Knowledgebase article that will walk her through how to complete this.

Get them started, and then send the Knowledgebase solution

How do I KCS?

Kingly Cermony Squire?

Phone Scenario - 4

Mike calls in with an error message that you found a Knowledgebase article for, but the steps are not complete.

Help him, in wrap edit the article.

How do I KCS?

Knees-to-Chest Squates?

Phone Tips:

You have found the perfect Knowledgebase article for this customer. Do you send it to them or walk them through?​

​

Consider the following:​

• Is the article more complex or simple?​
• How long will it take to complete the process?​
• Can they implement it now, or do they have to wait for later?​
• Can we anticipate follow up questions?​
• What do you do when a client knows about KB already? (positive vs negative)

Questions?