What are the basic concepts of Knowledge-Centered Support?

Knowledge-Centered Service relies on two continuous loops, the Solve Loop and the Evolve Loop, together known as the Double Loop Process. The Solve Loop is the more immediate loop, a reactive process. The Evolve Loop is the reflective and continuous improvement process, working continuously in the background.

What is knowledge-centered service?

Knowledge-centered service—also known as knowledge-centered support or KCS—is when support teams not only provide real-time customer, system, or employee support, but also create and maintain documentation as part of the same process.

What is a KCS program?

Knowledge-Centered Service (KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Development began in 1992 by the Consortium for Service Innovation, a non-profit alliance of service organizations.

What does KCS stand for in v6?

Knowledge-Centered Service
KCS v6 Principles Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success. Identify how Create Value contributes to KCS success. Identify how Demand Driven contributes to KCS success – and the key elements and benefits of working in a demand-driven way.

What are some of the benefits of using KCS methodology?

Companies that use KCS methodology find that it provides many benefits. Over time, it improves customer experience, reduces employee attrition, and reduces training time for new employees.

What is a characteristic of the KCS principle create value?

Abundance: Share more, learn more. Create Value: Work tasks; think big picture. Demand Driven: Knowledge is a by-product of interaction.

Which is a reason for a support center to implement knowledge-centered service?

Having a Knowledge-Centered Support system prevents major issues both internally and externally. It helps your team respond to customers faster, address problems better, and share as well as transfer knowledge in a more organized way.

Which is a reason for a support center to implement knowledge-centered service KCS )?

Having a Knowledge-Centered Support system prevents major issues both internally and externally. It helps your team respond to customers faster, address problems better, and share as well as transfer knowledge in a more organized way. It doesn’t replace the experience of your support team.

How do you get KCS certified?

Format and Pricing: $95 online, non-proctored exam of about 25 questions with a 60 minute time limit. Bundle the exam with the KCS v6 Fundamentals online course for $195 or purchase the course separately for $145. Exam retake fee is $95. The KCS Certification is currently only available in English.

What are three values of KCS to the organization?

There are three categories of benefits derived from KCS….They are realized at different points in time along the KCS journey.

  • Operational Efficiency.
  • Self-Service Success.
  • Organizational Learning and Improvement.

What is a characteristics of KCS?

KCS is a proven methodology based on 4 principles and 10 core concepts for integrating the use, validation, improvement, and creation of knowledge in the workplace. KCS is: – A principle based methodology. – A methodology that seeks to reuse, improve, and create knowledge in the support service delivery process.

Which of the following is the primary role of the KCS coach?

The responsibilities of the KCS Coach include: Acting as a change agent by promoting understanding of the intent and benefits of KCS. Promoting understanding and adherence to the content standard (article quality) Promoting understanding and adherence to the Solve Loop processes (Process Adherence Review)