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Knowledge-centered support

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Knowledge Centered Support (KCS) is a methodology and a set of prctices and processes that focuses on knowledge as a key asset of the the customer/technical support organization.

KCS seeks to:

  • Create content as a byu-product of solving problems
  • Evolve content based on demand and usage
  • Develop a knowledge base of an organization's collective experience to-date
  • Reward learning, collaboration, sharing and improving
  • KCS is not something that is done in addition to solving problems...KCS becomes the way problems are solved.
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