Larry’s Favorite Things Day 7: Sharing *Even MORE* Knowledge with You

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I’m not sure if you’ve noticed, but over the past year, my friends on the ANCILE Customer Success team have been adding more and more content to the Intelligence Hub. They’ve been using the Knowledge-Centered Service (KCS) methodology to grow a knowledge base containing their collective knowledge to date, and share it all with you.

Here’s how it works: When you submit a ticket, the Customer Success Team checks the Intelligence Hub Knowledgebase to see if they already have an answer to your question. If they do, they provide you with the answer. If they don’t, they start drafting an article that can be published for everyone else to find once they are able to answer your question. This means you can find answers to your questions 24 hours a day!

Every time an article is reused, the Customer Success Team checks to see if any updates are needed, and they also track the article in the ticket. This way they can provide information to ANCILE’s development team about the questions you are asking about the products.

The team has highlighted many of these articles in our weekly Tech Tuesday posts on the blog this year, and they’ve used them to create new and improved product release notes.

Have you found any helpful articles on the Intelligence Hub? Do you like the new release notes? We’d love to hear what you think!