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What is KCS?

Knowledge-Centered Service

KCS defined:

Knowledge-Centered Service (KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Its methodology is to integrate use of a knowledge base into the workflow. KCS seeks to:

  • Create content as a by-product of solving problems
  • Evolve content based on demand and usage
  • Develop a knowledge base of an organization's collective experience to-date
  • Reward learning, collaboration, sharing and improving