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  1. Where is your current strategy falling short?
  2. Learn the fundamentals of Knowledge Centered Services to apply them to power self-service.
  3. Understand the role of unified, intelligent search in driving self-service success.
  4. Use machine learning for a successful self-service.

5. Define measurements of success and put analytics in place to track progress. See TSIA, Ellucian and Salesforce.

6. Design relevant and engaging experiences. See Adobe and Brocade.