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Conference Presentation

Autodesk Knowledge Network: A Knowledge Ecosystem Approach to Integrated Content-Driven Self-Service

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Over the last few years Autodesk has made a significant investment in online self-service in preparation for the increased demand for customer support resulting from our shift toward subscription-based business models and direct sales, moving away from a purely reseller channel model. The design tools that Autodesk sells are deep, complex, professional tools that often have an extended learning curve, and the real practical expertise for applied use of them often resides in an established global community of companies and individual experts. 

The Autodesk Knowledge Network represents a knowledge ecosystem strategy that embraces this broader community in all its forms to accelerate web content generation by Autodesk and these partners and customers. We have invested in optimizing traditional web publishing by Autodesk, including KCS. But we've also embraced aggregation of disparate content siloes and the direct online contribution and sharing of content in the form of both video and traditional long-form articles. Providing experts an opportunity to create a public profile for themselves and build their reputation seems to be helping us gain momentum with programs to encourage contribution. This talk will outline our existing tools and programs, describe some of our near-term plans for expansion and share our key effectiveness measures.

Presented By:

Tom Williams

Director, Experience & Engineering, Autodesk Knowledge Network, Autodesk

Publish Date: May 6, 2016

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