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Session Code: BRE1094
Presenter(s): Lynda King, Ravnett Gil
Company(s): ServiceNow, ServiceNow
Abstract: Our Knowledge Base has 2.7 million views/year and is one of the most popular ways for customers to find answers instead of opening a case. Moving to Knowledge-Centered Services® (KCS®), an industry best practice, has empowered our agents to create or update articles in real-time as part of the case resolution process. We eliminated redundant work and sped up the timely distribution of relevant information. As a result, cases with KB articles attached are being solved a median of 40% faster, with a 200% increase in the number of new articles created and 50% of articles retired for quality and hygiene. In this session, you will learn how we developed a KCS program that streamlines case resolution without impacting the customer experience.
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