Learning Nuggets
Working with Knowledge Management
Working with Knowledge Management

Not Applicable

  • access_time NA
  • Credits: 1
Working with Knowledge Management

In this course, you will be introduced to the benefits of KCS and how it can have a positive impact on your organization. The Knowledge Centered Support (KCS℠) Methodology gets the right people collaborating faster and ensures Knowledge is captured, structured, and reused quickly. You will walk through the workflows and processes of integrating and implementing KCS, and you will examine the tools of adopting KCS. Filmed using Cherwell Service Management 7.0. You will also be introduced to the core functionality of the Cherwell KCS (Knowledge-Centered Support) mApp. You will begin with the process of applying the mApp and walk through the suggested configuration options from modifying your CKCS forms through setting up your security options. After the mApp is configured, you will be shown demonstrations of how to use the mApp from the viewpoint of both a Candidate and a Coach. Filmed using Cherwell Service Management Version 9.0. Chris Wiggins walks you through the differences between Knowledge sources and Knowledge mapping, then demonstrates when and how to use both. (The KCS methodology is service marked by the Consortium™ for Service Innovation)

In this course, you will be introduced to the benefits of KCS and how it can have a positive impact on your organization. The Knowledge Centered Support (KCS℠) Methodology gets the right people collaborating faster and ensures Knowledge is captured, structured, and reused quickly. You will walk through the workflows and processes of integrating and implementing KCS, and you will examine the tools of adopting KCS. Filmed using Cherwell Service Management 7.0. You will also be introduced to the core functionality of the Cherwell KCS (Knowledge-Centered Support) mApp. You will begin with the process of applying the mApp and walk through the suggested configuration options from modifying your CKCS forms through setting up your security options. After the mApp is configured, you will be shown demonstrations of how to use the mApp from the viewpoint of both a Candidate and a Coach. Filmed using Cherwell Service Management Version 9.0. Chris Wiggins walks you through the differences between Knowledge sources and Knowledge mapping, then demonstrates when and how to use both. (The KCS methodology is service marked by the Consortium™ for Service Innovation)

Dani Renaud
Dani Renaud has over 8 years of professional UI/UX design experience, and is well versed in web, mobile, and UI/UX design. She designs and develops mobile apps, and maintains a strong background in Drupal and other content management systems. Dani is certified in Pragmatic Marketing, ITIL Foundations, and is a certified Scrum Product Owner. She has also often been responsible for guiding teams of developers through the build process of various features/products.

You will learn the benefits of KCS to your organization; and learn the workflows and processes of integrating and implementing KCS. You will become acquainted with the tools of adopting KCS, and learn the core functionality of the KCS mApp: learning how to implement and configure the mApp, modify your CKCS forms and security options, then learn how to use the mApp as a candidate as well as a Coach.