KCS in a KB Environment

April 19, 2023 was unification day for contract customers of the AIMS Help Desk and the DoIT Help Desk Level 2. This meant that two teams came together to support a customer group double the size! Before merging, the AIMS Help Desk successfully incorporated KCS (Knowledge-Centered Service) into their support process. We are working together to continue the success of KCS in the DoIT Help Desk environment, which means thinking and designing creative solutions to incorporate our robust KB site. In this session, I will be talking about what KCS is, the success AIMS experienced using KCS, and what we’re doing to merge an entirely new knowledge management process into our current one.