Home > Retired: KCS Practices Guide v5.3 > Section 2 KCS Practices and Techniques > Knowledge Assets

Knowledge Assets

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There are four key types of knowledge that have been identified in KCS:

  1. 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.
  2. 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."
  3. 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.
  4. 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.

Viewing 5 of 5 comments: view all
#2 People Profiles: suggest that the hyphen be removed from on-line. I also suggest adding communities and "other forms of" social media. (I would argue that communities is a form of social media, but they are treated as 2 different things here. I'm nitpicking here, I know.)
Posted 10:11, 31 Jul 2013
Account Profiles are normally captured in CRM systems. The way this is written assumes support of a customer from another business. Yet, customer information to support could be internal support. In this case the information is normally captured in a service management system, perhaps integrated with the HR system.

Customer configuration information within it operartaions is often captured in the Configuration Management DateBase (CMDB) as described in the ITIL framework.

Both of these are our of scope of KCS. The types of knowledge have been identified by the Consoritum, but only KCS Articles and to some degree people profiles are wtihin the KCS scope.
Posted 11:06, 30 May 2014
I like this article.

I don't feel that #3 ad #4 are different enough to require separate types. It all feels like account profile to me.

i disagree with the comment about account profile being out of scope. Customer information is a key element of turning information into knowledge for the consumer of the KCS articles. If it is out of scope by definition, they maybe the definitions should be reconsidered.
Posted 09:56, 14 Sep 2014
We just did some good work on these assets in the team meeting on "predictive customer engagement" and we should include that here. There are 5 assets we have defined: Articles (what KCS has focused on for years), people (profiles of employees, customers, partners), customer entity (profile of company, division, organization), work/task (work is work) and offerings (vendor's products and/or services). While the primary source for all of these assets is not KCS I believe acknowledging them, their relationships and the opportunity/possibility to improve each as a result of an interaction should be part of KCS?
Posted 09:38, 22 Sep 2014
Articles and people profiles - I know solid uses for those in KCS. Does anyone have some good KCS use cases for the oher 2 (or 3) assets?
Posted 12:45, 17 Feb 2016
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13:54, 1 Jul 2013


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