About the Knowledge Base
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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
A Case Study In Technical Support Excellence
“Supporting our customers to ensure that they are successful and satisfied is our top priority at Ellie Mae,” says...
Knowledge-Centered Support (KCS) delivers value for your business through self-service and call deflection, all while improving your product and services in the process. Watch this...
KCS allows the support organization to resolve five to ten times more customer issues at the same or lower cost as well as identifying opportunities to im...
HDI Excel spreadsheet tool that has evolved over time to help justify the adoption of knowledge management and self-service within the support function. Can be used to help justify...
This HDI developed spreadsheet allows you to calculate the return on investment (ROI) of acquiring or building a knowledge base.
It is a very useful tool when writing a business...
Apollo Education Group was one of the three finalists for the HDI Knowledge-Centered Support Award in 2015. The finalists were honored, and the winner announced, at ...
What is Knowledge Centered Service (KCS)
Knowledge-Centered Service (KCS) has four basic concepts:
Integrate the creation and maintenance of knowledge into the problem sol...
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