Although AFKN help desk team members might not have all the answers, they are experts in connecting people to people for problem resolution.
Although AFKN was originally developed to serve Air Force Material Command only, it didn't take long for customers in other commands, then in other military services, and then ultimately in a variety of additional supplier and customer organizations (some non-DoD) to request access.
With respect to reach, AFKN also learned early on the importance of reaching across domains.
The validation that AFKN was an approved and accepted "AF IT system" was important criteria for customer confidence and usage.
For a number of years, the AFKN staff has maintained an awards and recognition program that highlights the accomplishments and innovations of its many CoP members.
AFKN has seen its user base continually expand over the years due, in great part, to the factors previously discussed above.
What has been learned at AFKN has been learned over time and certainly not without failure.
At their very heart, the CoPs that comprise the core of AFKN are decentralized groups that demonstrate most, if not all, of the foundations noted above.