Citrix successfully implemented TSIA's Knowledge Centered Support (KCS) Fast Track program. This program is designed to accelerate adoption of KCS, provide short-term returns, and enable flexibility to grow proficiency and impact. In this session, Patrick will discuss where the Citrix program varies from KCS, how we generated excitement among engineers, how we are using KCS to drive self-service, and of course, the impact to the business and customer. Along the way, we'll provide insights from our extensive (and very cool!) dashboards, which enable us to monitor the health of our knowledge practice and impact on case volume.