What's New in Knowledge-Centered Success?

Major Moves

The KCS double loop model still applies; all of these practices happen concurrently. However, the order in which some of these practices and techniques appear have changed for ease of communication.

Because the double loops are described in a clockwise fashion, the Solve Loop has been re-ordered to begin the conversation with Reuse. This is the most common activity of a KCS implementation. Describing Reuse first helps keep focus on the benefits of leveraging what we already know, and tracking use of the knowledge. Improve focuses on keeping knowledge accurate in the moment of use. Capture describes the importance of capturing context in the interaction, while being clear that the creation of an article only happens when one doesn't already exist. Structure provides options for leveraging captured knowledge by improving readability for both humans and machines. 

The Evolve Loop order remains the same, but Content Health practices have been edited and restructured for clarity. Process Integration now includes KCS Roles and the Proficiency Model and Coaching for Success, since conversations about behavior happen within the workflow. Performance Assessment has been updated to Performance Insight. This includes the performance of individuals in the system, the performance of the program as a whole, and the benefits to the organization. Leadership and Communication is now called Change Management, which begins with understanding motivation, and offers techniques for maintaining ongoing interest and understanding. 

Additional naming changes throughout include:

• The KCS licensing model is now known as the proficiency model.
• A strategic framework is now an impact map.

New Content

Why KCS Works includes a section on understanding knowledge as a complex system, and the reasons a double loop system helps manage that complexity. It also includes a sample Solve Loop Workflow as a way to visualize Solve Loop activities.  

The Solve Loop and Evolve Loop pages offer an overview of the purpose behind each practice, and each technique. These purpose statements are collected on The Purpose Behind the Practices, and repeated as relevant at the top of each page.

The practice of Capture includes a new technique: New Articles are Created on Demand.

Knowledge Domain Analysis lives under a Content Health technique called Knowledge Optimization.

Coaching for Success now includes more content. A KCS Coach Reference Guide is now available for people in the role of a KCS Coach. This includes content formerly published as Handling Doubts and Misconceptions.

Updates have been made to Measuring Self-Service Success to include some of the content on self-service strategy that previously lived under Content Health in KCS v6.

Find detailed changes with links to new locations in the table below.

What's Next

KCS v6 documentation is still available in the Consortium Library. Members of the Consortium for Service Innovation will be working on updates to the following resources in the next year; join us to influence the next generation of guidance!

• Knowledge Optimization and the KCS Knowledge Domain Analysis Reference Guide will incorporate the care and feeding of AI tools.
• KCS Adoption and Transformation Guide will align with new terminology and practices.
• The Measuring and Communicating Value working group will continue the evolution of Performance Insight.
• The KCS Verified and Aligned Tools and Services programs will be updated to align with the new practices.

KCS v6 certifications are still available and valid.  While the Practices Guide has been and will continue to be a living document, going forward, KCS certifications will be refreshed on a two year cadence.  

• KCS 2027 certifications will be released in April 2027.
• People who are KCS v6 certified will be eligible to update their certification by completing a bridge exam through the Consortium's online learning platform.
• The following KCS certification update will take place in 2029.
• More details coming soon.

Detailed Changes