Vocabulary is a challenge as different organizations and industries use different terminology for similar things. For example, there are numerous terms used for the support event including incident, case, trouble ticket, call, or service request. In this guide we will use the term “incident.” We will also use “Support Analyst” to identify the folks in the support organization who solve customer issues. These people are sometimes called support agents, support engineers, or customer support reps (CSR). Support Analysts who are working with a KCS Coach (who are also Support Analysts) on getting licensed as a KCS Contributor or KCS Publisher are referred to as Knowledge Developers. For a complete glossary of terms please see the “Appendix B: Glossary” in the KCS Practices Guide.
Knowledge-Centered Service (KCS) is a robust set of principles and practices for creating, maintaining and leveraging knowledge in an interactive environment. KCS is one important element of an organization’s overall knowledge management strategy. KCS seeks to capture and reuse the knowledge created through interactions. This “just-in-time” content should complement other knowledge management practices that address formal content which includes document management processes.
The KCS methodology is based on 25 years of academic research, experiences, and investment by the members of the Consortium for Service Innovation. This evolving methodology is becoming recognized as a best practice for knowledge management.
For KCS to be effective, we must first understand that a document is different from knowledge. Knowledge is intangible, and is measurable by the value it creates for the recipient. Knowledge is information upon which people can act. It includes content and context.
KCS is based on the following characteristics of knowledge:
KCS helps us manage dynamic nature of knowledge. It that allows us to capitalize on the collective experience of the organization and manages the risks associated with the characteristics of knowledge. KCS is based on the premise that the best people to create and maintain knowledge are the people who use it everyday. And, the best time to reuse, improve or create knowledge is at the point of interaction or need. This is what makes KCS different from other traditional knowledge management (KM) or knowledge engineering practices; KCS addresses how, when, and why to capture and structure knowledge.