I really believe the collaboration is what made this a great KBA!Ī customer also shared with us their contentment with our new help center for SAP Fieldglass solutions.
Also, I can see my colleagues have improved the KBA since it is now on version 16. That input resulted in a KBA update to include information on how to resolve Security Id questions. They still had issues relating to one of the optional registration fields, security ID. From an ‘Is this article helpful?’ response, we received customer feedback on the KBA. It wasn’t that way from the start, but it was a team effort. This is an example of what a single KBA can do. And 97% of the time it appears to help the customer solve their issue on the spot. Recently, we were amazed to learn from reporting, that this KBA has gone to be one of the most-viewed KBAs. It can start with a common request like ‘How do I register for my worker account?’ When we help resolve a case, we also create a Knowledge Base Article (KBA) with organized steps for the user to determine their next action. This new way to partner with customers provides the information they need to quickly resolve application questions without having to send in a case. As this evolved, we went live with the help center for SAP Fieldglass solutions, where we could share the articles with our customers. Our team received the required training and we started to create Knowledge Base Articles (KBAs). I was excited to help the SAP Fieldglass support adopt KCS as I had witnessed how it helps create a better experience for our customers and each other. Before that, I was in the SAP Student Training and Rotation program where I had the opportunity to know different support teams and how they share their knowledge with customers. I am a Support engineer with the SAP Fieldglass application. KCS is not something we do in addition to solving a case, it becomes the way we solve it. KCS recognizes our ability to learn, collaborate, share, and improve. This results in a knowledge base that can be shared with our customers and each other. Support creates articles as a product of resolving issues or customer questions.
Knowledge-Centered Service or KCS, is a support industry standard methodology that incorporates knowledge creation into the case-solving process.
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