Knowledge-centered support

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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,^[1] a non-profit alliance of service organizations. Its methodology is to integrate use of a knowledge base into the workflow.

While the legacy of KCS lies in customer support organizations, the methodology is now being adopted across all the functions of business, as noted in the latest version of the KCS v6 Practices Guide.^{[citation needed]}

KCS seeks to:

• Create content as a by-product of solving problems
• Evolve content based on demand and usage ^[2]
• Develop a knowledge base of an organization's collective experience to-date
• Reward learning, collaboration, sharing and improving

With over 20 years in development and over $50 million invested in developing the methodology, KCS has produced significant benefits^[3] for support organizations around the world, including Apollo Group, Autodesk, Avaya, Dell, EMC, Ericsson, HP Enterprise, Omgeo/DTCC, Oracle, PTC, Salesforce.com, SDL and SailPoint.

The KCS Academy is a wholly owned subsidiary of the Consortium for Service Innovation. The KCS Academy is the only designated certification body by the Consortium for Service Innovation. The KCS Academy offers certification programs for people and a KCS Verified program for knowledge base tools that enable the KCS practices.