This week, the KCS Pilot marked a major milestone!
We have added 63 new published cases for public use, eight published cases for IT use, and 364 draft cases for use by the Service Desk. Add these to the existing 183 published Knowledge Articles, and we have a Knowledge Base of more than 600 articles!
(Please note that we will not be ready to launch a Self-Service campaign until we have a substantially higher number of published cases.)
What’s next for KCS? We’ll continue the Pilot until Thanksgiving. After the break, we’ll take a week to assess the Pilot, review our progress, and plan the first adoption wave, which will begin mid-December. If you or your group want to join the first wave, just say the word! We’ll show you how to get your easy, repeatable questions answered at the Service Desk level, so you can focus on your more-interesting work.
You can follow our progress on our website at miamioh.edu/kcs. And as always, if you have questions, comments, or suggestions, please contact any member of the KCS team!
Stay tuned for details!
-The KCS Team (Tim Ward, Sofia Olaya, Em Smith, and Pete Ferris)