What is the focus of Knowledge-Centered Support (KCS)?

The focus of Knowledge-Centered Support (KCS) is enhancing knowledge in the support delivery process. KCS is a methodology that emphasizes the importance of capturing, reusing, and improving knowledge as a core part of providing support. This approach encourages support professionals to create and update knowledge articles as they work on issues, integrating knowledge management directly into the support workflow. By doing so, KCS not only improves response and resolution times but also contributes to a more efficient and effective support experience overall.

This method prioritizes the continuous improvement of knowledge, allowing organizations to leverage customer interactions to enrich their knowledge base, and ultimately leading to better service offerings and customer satisfaction. Enhanced knowledge in the support delivery process ensures that the support team can provide quicker and more accurate solutions to users, thereby building a more robust knowledge ecosystem within the company.