KCS Fundamentals & Self-Service Success

Thursday, March 16th 1:00 pm ET/10:00 am PT | 60 minutes


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Join us for this 60 minute webinar, where we'll walk you through the fundamentals of Knowledge Centered Services v6 and how you can tie them back to your roadmap towards more intelligent and effortless self-service.

During the session, KCS certified practitioner and trainer Laurel Poertner, will help you learn:

  • The principles of KCS and how to apply them to your support organization
  • How to leverage your collective knowledge to power self-service
  • Creating a loop of continuous improvement of your content and products
  • How to get started or restarted with your own KCS initiative.


Laurel Poertner


Head of Training Services

Laurel Poertner has over 15 years of experience managing technical support and education teams within the software industry. She has supported, used and managed CRM, ERP and Knowledge Management software packages throughout her career including implementing enterprise system migration projects. She is a certified trainer of Knowledge Centered Service v6 Practices and has implemented KCS globally within the technical support teams she managed.