What are the benefits of KCS?

Benefits include knowledge that reflects real solutions, continuous improvement, increased self-service traffic, and faster agent onboarding.

What Is Knowledge-Centered Support (KCS)?

Q: What is Knowledge-Centered Support (KCS)?

KCS is a methodology where support agents capture solutions in every ticket, building a knowledge base that prevents future tickets.

Knowledge-Centered Support (KCS) is a methodology that treats every support interaction as an opportunity to create or improve knowledge. By capturing solutions in the moment, KCS builds a knowledge base that reduces future tickets.

Core KCS Principles

Capture knowledge: Document solutions during every ticket resolution
Make it accessible: Ensure articles are findable and searchable
Keep it current: Update articles when new solutions emerge
Measure impact: Track how many tickets self-service prevents

KCS vs. Traditional Knowledge Management

Traditional: IT creates articles proactively; support uses them
KCS: Support agents create articles during ticket work; articles improve continuously

Benefits of KCS

Knowledge reflects real-world solutions, not theory
Continuous improvement as agents refine articles
Self-service traffic increases as knowledge grows
New agent onboarding is faster

KCS Challenges

Requires cultural commitment from agents and management
Time to write articles during tickets can slow initial resolution
Quality control to prevent poor articles

Industry Insight

Zendesk reports that KCS-focused organizations see 25-40% reduction in ticket volume within 12 months.

Learn KCS Methodology

Knowledge management is discussed on Wikipedia.

How TicketingNext Enables KCS

TicketingNext integrates article creation, feedback, and tracking into tickets. See TicketingNext features or explore use cases.

Ready for KCS? Contact our team.