HubSpot Lists 18 KCS Resources
Knowledge-centered service (KSC) is the process of capturing, maintaining, and integrating knowledge from service interactions to improve the effectiveness of customer-facing teams.
HubSpot contributor Rami El-Abidin has published an article featuring
Rami says, “The original KCS framework breaks this process into two “loops” (Solve and Evolve), but I think it’s a bit too academic and jargon-heavy for my taste. You can learn more about the KCS double loop process here, but I’ve distilled it into five easy steps for this article.
1. Capture
As a support rep, when I encounter a new issue, learn a workaround, or discover a customer insight, I don’t just solve the case and move on. I jot down the knowledge I’ve uncovered, intending to contribute it to our knowledge base.
Pro tip: Don’t stress about writing a perfect knowledge base article at this stage. Just write down all the key details while they’re fresh and clean them up later.”
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