02 — Capability · BC-450.30
Self-Service & Knowledge
Let customers help themselves and let agents answer consistently, by maintaining knowledge that is accurate, findable and written for the person who needs it.
- Knowledge Management
- Customer Self-Service
- Help Center
In scope
- Knowledge articles for customers and for agents
- Self-service portals and guided assistance
- Customer communities and peer support
- Deflection and findability measures
Out of scope
- Product manuals and specifications owned by the product (see BC-540)
- Internal IT knowledge for employees (see BC-740)
Realized by · 3
Used in · 0
- Not yet placed on a value stream.
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 3
- BC-450.30.10Knowledge BaseCreate, review, publish and retire articles with owners and review dates, so the answer customers and agents find is the current one.
- BC-450.30.20Self-Service Portal & AssistanceProvide portals, guided flows and assisted automation that resolve common requests without an agent, and hand off cleanly when they cannot.
- BC-450.30.30Customer CommunityHost and moderate spaces where customers answer each other, and harvest the useful answers back into the knowledge base.