What is Knowledge Centered Support And Why It Matters To You?

Knowledge is at the heart of every company’s service desk.  A customer service agent serves as the face of your organization.  It is highly possible to extract the best practices from Knowledge Centered Support (KCS) and utilize them to enhance agent performance and thereby satisfaction, which will inevitably lead to enriched customer satisfaction also.

It is how the agents answer the customers’ problems and make an enduring impression, how they pass along to the customers when they march them through a solution; that is all that concerns.  Before adopting KCS, data was something that existed completely in the minds of the customer service representatives and agents.  Today, numerous successful organizations are deploying, improving, and testing KCS.

Let’s understand how KCS empowers everyone in the business to share collective accountability for preserving the knowledge base and notifies how the team members of the organization can solve various problems.

What is Knowledge Centered Service (KCS)?

Knowledge-centered Service (KCS), formerly known as Knowledge-centered support, is a service delivery technique that aims at the knowledge as a crucial asset of the business employing it. 

The development of KCS was initiated in 1992 by the Consortium for Service Innovation, a non-profit association of service establishments.  Its approach is to incorporate the usage of a knowledge base into the business workflow.

While the inheritance of Knowledge Centered Service lies in a customer support organization, the method is now being implemented through all the purposes of the business, as illustrated in the latest version of the KCS v6 Practices Guide.

KCS pursues to:

  • Develop content based on usage and demand
  • Generate content as a by-product of solving problems
  • Reward learning collaboration sharing and improving
  • Cultivate an organizational knowledge management system of a collective customer experience to date

Some Examples of Knowledge Centered Service

Knowledge Centered Service belongs to an organization that can deliver information.  Such data must be capable of solving stakeholder or client problems timely.  Examples of Knowledge Centered Service procedure in action comprise:

  1. Healthcare enterprises that preserve knowledge bases for customers to refer regarding treatments, wellness, and conditions advice.
  2. IT service desks, where clients or employees call in for answers to technical or computer issues.
  3. B2B service suppliers that maintain self-service online customer portals and call centers.
  4. Financial organizations need customer-facing staff to stay up-to-date on always-changing and complex products and services.
  5. Creators that uphold a public database or customer service hotline of product information.

What are the Benefits of Knowledge Centered Support?

Organizations opt to implement KCS as they see a necessity to extend and scale their support competencies but do not contain budget resources or endless staffing.  The qualitative and quantifiable benefits of KCS are as follows:

  1. Optimize Usage of Resources
    • 20 – 35% improved employee retention
    • 20 – 40% improvement in employee satisfaction
    • 70% enhanced time to proficiency
  2. Resolve Incidents And Cases Faster
    • 30 – 50% rise in the first contact resolution
    • 50 – 60% enhanced time to resolve
  3. Construct Organizational Learning
    • 10% problem decrease due to root cause elimination
    • Actionable information to product development about customer problems
  4. Facilitate Self-service Scheme
    • Support center cost evasion of up to 50%
    • Improve the use of self-help and customer success
Benefits of Knowledge Centered Support

Why are these advantages so enormous?  Here are some of the reasons:

  1. Constructs Continuous Improvement

    KCS across the IT service environment makes it simpler to classify repetitive matters and crucial areas for development in support procedures and the schemes themselves. Following which fixes have more or less customer satisfaction, which fixes have the most steps, and which documentation gets the most review can aid the business to recognize opportunities for not only easier fixes but also product improvements or improved solutions to common problems.

  2. Less Problem-solving Releases More Free Time

    The more updated and well-documented your solutions are, the quicker and simpler they are for the end-user or service desk agent to implement. This means faster solutions to common issues and earlier replies to multifaceted issues as the service team would not be caught up with redundant and small fixes.

    Executing KCS takes a certain direct time commitment since the agents have to document each of the fixes. But the period it takes to transcribe the article is nothing when compared to the period the end-users and future agents will save by having rapid step-by-step directions to the solution.

    This is principally correct when you increase workloads, train or onboard team members, and run into subjects that are not fresh in anyone’s thoughts and whose answers may have been elapsed during the course.

  3. Apt documentation enables self-service

    Many consumers choose self-service and the capability to utilize a knowledge base over any other service channel. A great self-service is what all the customers’ desire.

    Self-service can decrease service desk charge considerably. This type of money-saving service is conceivable with a method like KCS that constructs up-to-date and good documentation into your service preparation.

  4. Stable Customer Experiences Mean Happier Investors

    Centralizing fixes and answers create more steadiness in your customer service and experience. If each agent is exercising the same processes and playbook, customers – whether external or internal – will consume a more stable collective experience no matter which customer service network they select and which IT expert they end up contacting.

    Why does stability matter here? Because it is no secret that your customers love predictably positive experiences, fast fixes, and confident and knowledgeable employees who can help them. In this way, happy customers mean happier investors which is better for the overall business.

  5. Improved Insights For Sales And Marketing

    By implementing KCS, an organization can avail deeper insights into what its customers are looking for and asking about. Such insights can notify the formation of dedicated sales and marketing materials, which are then added to its knowledge management process.

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How Does Knowledge Centered Support Work? The KCS Methodology

The KCS methodology functions by incorporating knowledge into customer service workflow.  Problem-solving data is composed of a database.  This knowledge evolve content based on demand and use.  Such a continuous upgrading loop permits an organization to share, transfer knowledge, and manage knowledge in a more efficient and organized manner.

KCS assists knowledge workers in proficiently using the knowledge base through a double loop process.  The KCS policy’s unceasing improvement loop notifies how knowledge is seized, organized, and managed over time.  Such an improvement loop comprises the solve method and the evolve procedure, which support each other.

KCS Methodology

The steps in the ‘Solve and Evolve Loop’ or the ‘Solve Loop’ include:

  1. Capture Knowledge

    When requirements enter, the knowledge articles are produced and then modernized as a by-product of the problem-solving method. This states that the agents write these articles not based on priorities or internal lists, but based on the real customer perspective, making the information easily searchable and inherently relevant.

  2. Structure Knowledge

    One of the best practices to write an article that is usable by the end-user or customer is to work from a form or template. This streamlines the whole process and builds consistency in the consumer experience with the knowledge base.

  3. Reuse Knowledge

    Whenever a new problem arises, the agents must always explore the knowledge base first. They can associate the incidents to applicable articles, ensuring that their team is operating from their shared collective knowledge.

  4. Improve Knowledge

    With the creation of your knowledge base, your agents become accountable for less content formation from scrape and more updates to the existing articles – making the knowledge base useful and up-to-date.

    This method not only keeps the content fresh, but it segments the ownership across the entire team rather than considering knowledge base appraises as the obligation of a single individual and as a distinct duty on that individual’s worklist.

  5. Usage of Knowledge to View the Bigger Picture

    As the knowledge base propagates, your team will have more information on how operative every article is at resolving issues and can begin to enhance the processes, put additional resources toward high-demand and cost-reducing content.

The knowledge base and process itself are valuable KM tools for recognizing what is working and what is not, where there might be loopholes in the knowledge, and what tweaks might be needed to make future articles more effective.

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Implementing Knowledge Centered Support: The 5 Step Process

Knowledge Centered Support Process

Establishments that are efficacious with KCS employ it within small groups.  This sanctions the course to be sophisticated as it gets executed.  Implementing KCS has the following steps:

Step 1. Define Metrics And Goals

Decide what team, process, and customer goals must be amended once KCS is put into practice.  Then, you can define accurate metrics for such goals.  Metrics and goals ought to be studied at least once a year as KCS is applied and transfers into diverse phases.

Step 2. Create Content Strategies

Form a content template that makes sure that the knowledge will be built in a reliable way to make it easy to read and find that content.  Such a template must guide the service representative in describing:

  • The precise process or product that the problem entails
  • The concern was termed by the stakeholder or customer
  • The fundamental cause of the problem, if it is apparent
  • Metadata comprising descriptive keywords
  • The actions are taken to resolve the problem

Step 3. Describe And Practice The Workflow

Build the KCS workflow and distribute it to your customer service and support squads.  This is the movement of how you anticipate your squads to utilize the knowledge base to resolve queries.  It can be as simple as getting an inquiry and defining if an appropriate article is found in the knowledge base.  And if such an article is found, the member of the team reviews it thoroughly for precision.

If this article accurately responds to the inquiry, it is utilized.  But if such an article does not answer the inquiry properly, the team flags or corrects it for a subject matter professional to correct it.  And if the article is not present in the database, the team produces it by using the content template.

Step 4. Set-Up The Knowledge Base Or Integrate It

If there is no knowledge base, it must be planned to set up.  But if there is a prevailing knowledge base, it must be made obtainable to the customer service and support teams.

Step 5. Implement Training And Guidance

Train and guide the first level of customer support and service teams in utilizing the KCS workflow to seize, collect, store, and reuse knowledge.

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A KCS article is the knowledge or content created by utilizing the KCS methodology. These articles can be employed for numerous diverse sorts of content comprising a complex problem, a procedure, or a simple question.
There are four core basic concepts of KCS that intent to enhance IT help desks’ work:
  • Abundance: share more and learn more,
  • Create value: work tasks and think of a bigger picture,
  • Demand-driven: knowledge is a consequence of an interaction
  • Trust: empower, engage, and motivate

A knowledge centered learning atmosphere presents knowledge – ideas, facts, principles, and concepts in a timely way – when the requirement to do so arises naturally or when the learners find a necessity.


Knowledge Centered Support helps you make a streamlined and organized support system that slashes down costs, resources, and time.  Contact CloudTutorial that delivers robust knowledge management solutions for your businesses to increase team collaboration and streamline your customer support processes.

The benefits of KCS are a happier support team, happier customers, and enhanced productivity.  KCS is capable of taking your teamwork to a whole new level.  Now, the organizations must move to a viewpoint that comprehends knowledge as an asset conserved by the team, not by a small group of dedicated content creators or an individual.

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