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Paul Jay
Registrace 23. 10. 2007
KCS 10.11 Communication is Key - Knowledge Centered Support
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org
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zhlédnutí: 163
Video
KCS 10.10 Rewards and Recognition Programs - Knowledge Centered Support
zhlédnutí 176Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.9 Tap Into Internal Motivators - Knowledge Centered Support
zhlédnutí 77Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.8 Promote Teamwork and Collaboration - Knowledge Centered Support
zhlédnutí 82Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.7 A Word of Caution on Benefits - Knowledge Centered Support
zhlédnutí 74Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.6 Investing in KCS Adoption - Knowledge Centered Support
zhlédnutí 96Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.5 Balance Benefits and ROI - Knowledge Centered Support
zhlédnutí 116Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.4 The Strategic Framework Process - Knowledge Centered Support
zhlédnutí 100Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.3 Creating a Strategic Framework - Knowledge Centered Support
zhlédnutí 241Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.2 Creating a Compelling Purpose - Knowledge Centered Support
zhlédnutí 109Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 10.1 Leadership and Communication - Knowledge Centered Support
zhlédnutí 143Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 9.28 Knowledge Performance Assessment Summary - Knowledge Centered Support
zhlédnutí 92Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 9.27 Shift In Focus (Call Centric to Knowledge Centric) - Knowledge Centered Support
zhlédnutí 74Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 9.26 Team Performance Management - Knowledge Centered Support
zhlédnutí 59Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 9.25 Having The Talk On Individual Performance - Knowledge Centered Support
zhlédnutí 48Před 6 lety
Attribution: KCS was developed by the Consortium for Service Innovation, www.serviceinnovation.org Subscribe to our Channel: czcams.com/users/PaulJayKCSITSM Access the KCS Playlist czcams.com/play/PLrK6FVY6fby4Z2oTjwv9rsEOvWJZBJSJM.html Follow Us On: KCS_Evangelist jayplq www.linkedin.com/in/paulejay Contact Us: bestpracticeestablishment.com.au/ paul.jay.kcs.itil@gmail....
KCS 9.24 KCS Measurement - Radar Charts - Knowledge Centered Support
zhlédnutí 160Před 6 lety
KCS 9.24 KCS Measurement - Radar Charts - Knowledge Centered Support
KCS 9.23 Knowledge Player Profiles - Knowledge Centered Support
zhlédnutí 60Před 6 lety
KCS 9.23 Knowledge Player Profiles - Knowledge Centered Support
KCS 9.8 The KCS Candidate Role - It All Starts Here - Knowledge Centered Support
zhlédnutí 51Před 6 lety
KCS 9.8 The KCS Candidate Role - It All Starts Here - Knowledge Centered Support
KCS 9.22 Knowledge Participation - Knowledge Centered Support
zhlédnutí 65Před 6 lety
KCS 9.22 Knowledge Participation - Knowledge Centered Support
KCS 9.21 KCS Article Lifecycle Trends - Knowledge Centered Support
zhlédnutí 58Před 6 lety
KCS 9.21 KCS Article Lifecycle Trends - Knowledge Centered Support
KCS 9.20 Put Goals on Outcomes Not On Activities - Knowledge Centered Support
zhlédnutí 77Před 6 lety
KCS 9.20 Put Goals on Outcomes Not On Activities - Knowledge Centered Support
KCS 9.19 KCS Measurement - Make Trends Visible - Knowledge Centered Support
zhlédnutí 38Před 6 lety
KCS 9.19 KCS Measurement - Make Trends Visible - Knowledge Centered Support
KCS 9.18 The Power Of Triangulation (Multiple Measurement) - Knowledge Centered Support
zhlédnutí 100Před 6 lety
KCS 9.18 The Power Of Triangulation (Multiple Measurement) - Knowledge Centered Support
KCS 9.17 A Balanced Scorecard For KCS - Knowledge Centered Support
zhlédnutí 120Před 6 lety
KCS 9.17 A Balanced Scorecard For KCS - Knowledge Centered Support
KCS 9.16 Measurement Matters - Knowledge Centered Support
zhlédnutí 98Před 6 lety
KCS 9.16 Measurement Matters - Knowledge Centered Support
KCS 9.15 Phases of KCS Adoption - Knowledge Centered Support
zhlédnutí 83Před 6 lety
KCS 9.15 Phases of KCS Adoption - Knowledge Centered Support
KCS 9.14 The KCS Council - Knowledge Centered Support
zhlédnutí 124Před 6 lety
KCS 9.14 The KCS Council - Knowledge Centered Support
KCS 9.13 Knowledge Domain Expert Role - Knowledge Centered Support
zhlédnutí 261Před 6 lety
KCS 9.13 Knowledge Domain Expert Role - Knowledge Centered Support
KCS 9.12 Lessons Learned From Coaching - Knowledge Centered Support
zhlédnutí 108Před 6 lety
KCS 9.12 Lessons Learned From Coaching - Knowledge Centered Support
KCS 9.11 The KCS Coach Role - Knowledge Centered Support
zhlédnutí 261Před 6 lety
KCS 9.11 The KCS Coach Role - Knowledge Centered Support
If not for the foreground music 🙂 it would've been perfect
This deserves more views! great work.
Stop that music.. can't concentrate what is he trying to explain
I want to command you on your excellent organization, delivery and production of this content. It is concise, engaging and full of insight. This helps me tremendously in understanding KCS in ways that just reading about it can't do. Thank you for your depth of knowledge and effort. Stay great!
Exceptional Video! Great Work!
Nicely comprehensive Paul! Thanks. I am KCS, and was also looking to review Cherwell's UI.
Thanks Michael. The Cherwell UI needs a little work but when you do it works fantastic.
What is the OLA for escalation sending team to send the support record to escalation recipient team ?
Love your work Paul!
Imagine a menu with 6 options. Imagine you have a KA for each. Imagine that you have the same screenshot of that menu in those 6 KAs. Now imagine that a 7th option is added to the menu. You write a KA for the 7th option. That 7th KA has the correct screenshot but those other 6 KAs show 6 menu options when there is really 7 options. If there was a way to store that screenshot in a snippet, you could have the 6 KAs reference that snippet. Then, when the 7th menu option is added, you would update the screenshot in the snippet, create the 7th KA, and include a reference to that snippet. The current workflow would be to find the 6 KAs that have that screenshot and manually copy / paste the screenshot into those 6 KAs. Life is too short to spend time copying / pasting content when a snippet can be so much more efficient. ...
No sound on the video.
Thanks Mate, I'll re-publish it shortly
Hi Paul! Any chance we can get this video with audio? Great stuff!
Great presentation Paul. Love your work.
Thanks Rod
Sure Can, both KCS and Cherwell (shown here) support multi-lingual requirements.
Can KCS add support for miltilingual KB Articles in Cherwell?
Sold mate, looks good awesome work.
liked the idea of having quick links for frequently used articles.
Great job on the video, but I would recommend updating it to look more modern, and less like a 1999 Compuserve training video.
Hi Paul, I watched all 3 video's in this series, as well as other KCS video's you have hosted online. I really had an easy time following your video's. Your rate of speech is perfect, and pronunciation is clear. I also found what you have said to align accurately with the KCS practices guide, which is definitely beneficial for those studying for KCS certification. Very well done mate.
+Jeremy Canfield Thanks Jeremy, I really appreciate you taking the time to watch and comment.
Hi Paul, I agree with Jeremy Canfield's review the 3 videos are a great primer into KCS and I've taken a lot of notes. I see these were posted in 2013 and you've got a lot more since. As I've only started learning about KCS this week pretty much what would you recommend as a viewing guide (playlist) to get up to speed on the current status of things from a newbie POV?
Thanks for your kind words Victor, its much appreciated. If I was you I'd start from episode KCS 1.1 Knowledge Centered Support Process Components. The videos from here on lead into KCS in much more detail. Here's the link: czcams.com/video/TwNJYyH2DyI/video.html. Or you can complete my online Practices course for free here: best-practice-establishment.teachable.com/?_ga=1.82147284.395873292.1470011214
oh...? I'm totally in for free practice courses! *saves link*
Nice work Paul
Nice work Paul...
Nice work Paul.
Love it Paul. It's an epiphany when you see it working in the real world isn't it
Can't wait to see him in NRL
Great video Paul! Gives Knowledge Management and KCS a whole new spin.
awesome run Joshua,:-)