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Knowledge-Centered Service (KCS) v6 methodology outlines 8 Practices with specific techniques.

There is no single best way to implement the methodology, as long as the KCS principles and core concepts are adopted.

The Solve Loop

Practice 1: Capture - Capture knowledge in the moment, capture the requester's context, searching is creating.
Practice 2: Structure - Use a simple template, use complete thoughts instead of complete sentences.
Practice 3: Reuse - Search early search often, seek to understand what we collectively know, linking.
Practice 4: Improve - Reuse is review, Flag it or fix it, license to modify.

Practice 5: Content Health - KCS article structure and content standards, evolve loop articles, content lifecycle, self-service measures.
Practice 6: Process Integration - Problem solving, technology, feedback, KCS process integration indicators.
Practice 7: Performance Assessment - KCS roles and licensing models, coaching for success, assessing the creation of value.
Practice 8: Leadership and Communication - Vision, strategic framework, KCS benefits and ROI, teamwork and motivation, accountability, indicators.

To learn more about how Expert enables KCS, contact our product experts.

KCS v6 methodology outlines 8 Practices with specific techniques. See how CXone Expert functionality can support KCS methodology.

Pages: 8

KCS Practice 1: Capture
Techniques for KCS® Practice 1 are designed to efficiently collect essential information.
KCS Practice 2: Structure
Techniques for KCS® Practice 2 encourage a simple article structure.
KCS Practice 3: Reuse
Techniques for KCS® Practice 3 aim to leverage existing knowledge to gain operational efficiency.
KCS Practice 4: Improve
Techniques for KCS® Practice 4 are based on the goal to constantly improve articles as they are reused.
KCS Practice 5: Content Health
Techniques for KCS® Practice 5 maximize the opportunity of each interaction to realize the full value of collected knowledge.
KCS Practice 6: Process Integration
The techniques for KCS® Practice 6 guide you to improve integration between the tools that support your KCS implementation.
KCS Practice 7: Performance Assessment
The techniques for KCS® Practice 7 outline assessment methods that evolved from manufacturing models where activity is directly linked to outcome.
KCS Practice 8: Leadership and Communication
Techniques for KCS® Practice 8 highlight that a successful KCS implementation is an organization-wide endeavor that requires buy-in at all levels.

KCS^® is a service mark of the Consortium for Service Innovation™.