Support Skills - KCS Publisher

Issued by SAP

This badge validates the earner acquired skills in the Knowledge-Centered Service (KCS) methodology to provide enhanced support to SAP Concur customers. The recipient can confidently apply the skills to maintain a healthy Knowledge Base by creating, reusing, modifying and improving high quality Knowledge Base Articles in a customer support environment. PLEASE NOTE: this Badge is only for SAP employees.

Type Validation
Time Hours

Skills

Attach relevant KB articles to casework that can be useful for clients
Earner can create quality Knowledge Base (KB) articles
Educate customers to self-serve SAP Concur KB
Identify opportunities to modify and enhance KB articles

Earning Criteria

Completion of Knowledge-Centered Service methodology training course
Creation or modification of a minimum of 5 qualified Knowledge Base Articles
Achievement of 90% or higher Article Quality Index (AQI)
Maintenance of min. 65% Link Rate
Contribution Index at 70% or above
Earner has encouraged self-service success by educating customers on using the Knowledge Base
1:1 Coaching Sessions with assigned KCS Coach
SAP employee