There are four key types of knowledge that have been identified in KCS:
- KCS Articles: the collective experience of the support organization in solving problems and answering questions. KCS articles can cover a variety of issues: usage or "how to," configuration, interoperability, performance, defects, procedural or diagnostic information.
- People Profiles: the people in the support network. When we talk about people we are talking about people in the broadest sense, including employees, partners, customers and players in on-line communities and social media. People profiles include information about a person's identity, experience, skills, interests and reputation. The practices around people profiles are emerging. As organizations look to facilitate collaboration, they are developing ways to efficiently collect and manage knowledge about people. People profiles are an important requirement for intelligent swarming, a practice currently under development in the Consortium. With a few exceptions, the experience with people profiles has been based on manually maintained information. Longer term, the profiles must be maintained automatically by the system and will contribute to dramatic improvements in the relevance of interactions. We refer to this emerging concept as the "know me factor."
- Account Profiles: information about customer accounts. This is the kind of information typically known by the on-site account team but not always captured in a useful way. This is a detailed company profile and includes information like the customer's business model and objectives.
- Customer Configuration: information about the products and configuration in the customer's environment.
To date, the KCS Practices Guide has primarily focused on KCS articles; the other three knowledge assets have been identified but not fully developed. Other than acknowledging the need for these additional knowledge assets, KCS v5.3 does not detail the structure or practices for the other three. This is work in progress and will be detailed in future releases of the KCS methodology.