Knowledge Centered Service (KCS), formerly called Knowledge Centered Support, is a methodology to better manage the creation and maintenance of knowledge produced by interactions between employees and customers. KCS focuses your knowledge management strategy and optimizes self-service. KCS® is a service mark of the Consortium for Service Innovation™

1. Supercharge
organizational knowledge
with KCS®

2. KCS Background
● Originally known as Knowledge Centered Support
○ Focused on help desk functions for internal users
● Evolved into Knowledge Centered Service
○ Expanded to include self-service functions for external users
KCS is a set of knowledge management best practices
focused on knowledge as the key asset of an organization.

3. KCS can help
you ...
● Gain new value from
something you
already have
● Improve employee
efficiency and
customer satisfaction
at the same time

4. KCS Basics
Capture knowledge produced by service-oriented interactions, most often
between employees and customers.
Empower everyone connected to your product to contribute to a shared
knowledge base.
Integrate central content repository to enable double loop process:
1. Solve via capture of new knowledge
2. Evolve the knowledge based on content insights

5. KCS Double Loop Process

6. KCS Goals
From the KCS Academy
1. Integrate the reuse, improvement,
and creation of knowledge into
the problem solving process
2. Evolve content based on demand
and usage
3. Develop a knowledge base of
collective experience to date
4. Reward learning, collaboration,
sharing, and improving

7. Key KCS Concepts
Knowledge Is User-Centric ⇢ Information becomes knowledge when it is
actionable, which means it is demand-driven. Customers are the catalyst for
information becoming knowledge, so frame content from their perspective.
Collective Ownership ⇢ Knowledge ownership applies to everyone who uses the
knowledge, therefore, knowledge workers (employees) and users (customers)
are co-owners of the content.
Continuous Improvement ⇢ Double loop learning means that solving problems
creates knowledge and evaluating the knowledge helps it evolve.

8. Knowledge is often the most valuable yet
underused asset in an organization.
KCS methodology guides organizations to
capture collective problem-solving experience
in a way that makes that knowledge reusable
for employees and customers.

9. KCS Benefits
● Find actionable insights to increase customer retention/renewal
● Prioritize product improvement through content analytics
● Reduce customer effort via optimized self-service
● Improve first call resolution, average handle time, mean time to resolve
● Provide opportunities to train and motivate employees around new skills

10. KCS Pro Tip #1
There is no single best way
to implement KCS.
It’s a methodology that adapts to the
unique DNA of each organization.
Seek out examples of successful KCS
implementations, but expect to modify
aspects to work best for your processes.

11. KCS Pro Tip #2
KCS methodology is
enabled by technology.
KCS doesn’t prescribe specific tools,
but certain functionality is needed.
Important capabilities include
workflow, flexible permissions, and
ability to integrate with other
applications used by your teams.

12. KCS Pro Tip #3
KCS success depends on
buy-in at all levels of the
organization.
Implementing KCS requires some
company culture changes and
upfront investment.
You need everyone on board with a
shared vision to get the best ROI.

13. KCS & MindTouch
Explore how MindTouch enables KCS methodology
KCS® is a service mark of the Consortium for Service Innovation™.
https://success.mindtouch.com/Solutions/Knowledge_Management/Knowledge_Management_with_MindTouch
/Explore_MindTouch_KCS_Capabilities