Implementing KCS

[marceld (Marcel Dubois)]

Hi,
My company is moving from a traditional CRM to Discourse. We’ve been using the KCS process to document solutions to cases. I’m trying to figure out how to implement KCS within the Discourse support model and looking for suggestions on how to make this work. One thought is that an agent creates a thread in a private category while their case is being worked. When they’re done, the thread is locked and, if it makes sense to do so, moved into a public category for users and other agents to find.

Have any of you implemented KCS in Discourse? Should I be thinking about this differently? Any suggestions would be appreciated.

Thanks,
M

[osioke (Osioke Itseuwa)]

By KCS, do you mean Knowledge-Centered Support/Service?

If yes, then can you share what the limitations were with the traditional CRM and what you hope to gain by switching to Discourse?

As a general recommendation, using the Discourse-docs: Documentation Management Plugin for documentation and leveraging Start a New Topic via Email ✉ for incoming email support can be very powerful.

[IAmGav (Gavin Perch)]

@marceld

One thought is that an agent creates a thread in a private category while their case is being worked. When they’re done, the thread is locked

You can implement this with 2 plugins

1. Discourse Assign Plugin

Discourse Assign

Summary: Allows you to assign topics and individual posts (both private and public) to a user or group. GitHub: https://github.com/discourse/discourse-assign.git Install: Follow the plugin installation guide. Features Discourse assign adds a “tag like” annotation on the topic list and topic header with the username of the assigned user. [image] It allows you to assign topics to users and list all of the assigned topics. Also, user groups can be assigned to the topic…

2. Discourse Solve Plugin

Discourse Solved (Accepted answer plugin)

Summary: The Discourse Solved plugin allows users to accept solutions on topics in designated categories. GitHub: https://github.com/discourse/discourse-solved Install: Follow the plugin installation guide. Configuration Edit category you wish to enable accepted answers on: [38%20PM] As the OP (topic creator) you will have a button that allows you to accept an answer [45%20PM] Accepted answers are highlighted in the topic list: [image] Accepted answers are hig…

[marceld (Marcel Dubois)]

Thanks Osioke. I’ll take a look at those plugins. I think they’ll be helpful.

The move is not about limitations with the CRM. We’re moving to a support model that revolves around the community. to that end, we’re updating our overall support workflows with the community as the primary entry point for issue reporting and discussion.

Thanks again for the suggestions.

[marceld (Marcel Dubois)]

Thanks Gavin. I’ll take a close look at these two plugins. Much appreciated!