This blog points out the difference between reference and resolution articles. It also explains why it's best to close your tickets by attaching resolutions.
Customer success teams are the unfiltered voice of the customers. Then, why KCS still reports into the support function only? Check out how to leverage the CS function to deliver on KCS.
Not getting the desired results from your KCS initiatives? Here are 5 surefire ways to get the most out of your KM program.