I’m writing this post on behalf of the ACRM team. This is my first post on AureaWorks but many of you already know me from support sessions and as one of the engineers answering cases at the level 3 of support.

 

I would like to bring to your attention the impact of KCS on the Support service and announce a complementary initiative taking place here on AureaWorks.

 

KCS

For those unfamiliar with the acronym, KCS stands for Knowledge-Centered Services, a proven methodology developed by the Consortium for Service Innovation. At Aurea, KCS was implemented in collaboration with our partner Coveo, a world-leading expert on KCS.

 

If you recently accessed the Aurea Support Portal with the intention of opening a support case but didn’t go through with it because a solution was conveniently presented even before you finished typing the case title, then you have experienced first-hand one of the many support portal improvements made possible thanks to KCS.

 

For other features made possible or enhanced through KCS, please refer to Ware Hartwell's post from early this year - Meet the New Aurea Support Portal: 6 Can’t-Miss Features.

 

Throughout 2019, the sustained implementation of KCS methodologies had a major impact on the expansion of the Support Knowledge Base, in the quantity and quality of articles, which resulted in clear improvements in case resolution speed and overall quality of the ACRM Support service:

  • Relevant information is swiftly provided through the “Suggested Solutions” functionality
  • Meaningful knowledge searches amount to more than twice the amount of cases resolved by the support department each week
  • Each week on average 12 new articles are created and published
  • Case Deflection average of 62 per week (cases not created after a KB search)

Complementing KCS

KCS is a continuous process which will never be completed. ACRM Support will continue fully committed to it as ever.

 

Technical Support is in a privileged position as we are exposed to a vast number of ACRM deployments, and routinely work on finding the best solution to a wide variety of challenges and issues. This kind of knowledge is typically consolidated in Knowledge Base articles.

 

ACRM Support, as a major publisher of experience-driven product knowledge, never ceases to think of ways to improve this process and we see AureaWorks as an opportunity to fill some gaps in the support experience.

 

Building upon KCS's success, we would like to go a step further in the creation and sharing of knowledge by engaging with the ACRM community - Customers, Partners, Aurea Support, Aurea Professional services and, at large, anyone currently using or interested in ACRM.

 

Regular technical posts in the ACRM Community

An open community has the potential of accelerating the type of interactions that result in the transmission of experience-driven knowledge between Aurea and our customers.

 

AureaWorks offers us the possibility to complement the traditional centralized distribution of experience-sourced knowledge, with Support at the center, with a more distributed community-based model.

 

With the goal of reinforcing the spread of product knowledge and promoting the engagement and community spirit among anyone using ACRM, we will regularly post articles in AureaWorks. The posts will cover diverse topics spanning product usage, administration, and development.

 

The posts will be opened to discussion but if a question requires extensive investigation, we may ask you to create a Support request. This will be handled by Support as any other request and when the answer is provided, the blog post will be updated with a comment describing the solution.

 

Join the Community

Please help us shape this initiative by providing us input and feedback on this plan and on the upcoming posts.

 

For example:

  • Which ACRM modules and topics would you like us to cover?
  • Should we cover development topics more often than usage topics, or vice-versa?
  • Was the content we posted too advanced? Do we need to add further context by describing basic ACRM concepts first?
  • Was the topic presented in an excessively narrow manner? does is it need a broader coverage to become clear?

 

Some of these questions can only be answered after the promised technical posts start posting, which will happen tomorrow. Meanwhile, please don’t hesitate to provide us your comments and suggestions below.