Introduction to Knowledge-Centered Service (KCS) Knowledge-Centered Service (KCS) is a proven methodology that transforms how support teams manage and share knowledge to deliver exceptional customer service. Unlike traditional knowledge management, which often silos information, KCS integrates knowledge creation and maintenance into the daily workflow of support teams. It’s about capturing, structuring, and reusing knowledge to […]
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Where’s Your KM Hurdle? Capture vs Search vs Coaching
As a KCS Program Manager with over a decade of experience leading enterprise Knowledge Management initiatives at companies like Symantec and Broadcom, I’ve witnessed the chaos that ensues when KM systems falter in a large support organization. Picture this: A global support team handling tens of thousands of cases monthly, agents scrambling to resolve recurring […]
Read MoreCapture in the Flow, Not After the Fact: Embedding Knowledge Capture into the Workflow
In the pace of modern support, knowledge can’t be an afterthought. The most effective Knowledge-Centered Service (KCS) programs treat capture as a live, in-the-flow activity—not a retrospective task. When documentation lags, so does reuse. This article focuses on embedding knowledge capture directly into daily workflows and explores how structured processes and AI tools make it […]
Read More4 Misconceptions About KCS
Knowledge-Centered Service (KCS) is a proven methodology that integrates knowledge creation and management directly into the workflows of support, IT, and customer success teams to improve efficiency and customer satisfaction. Yet even experienced teams can fall into habits that dilute its impact. Some practices—like focusing on article volume or copying and pasting solutions from a repository […]
Read MoreFrom Knowledge-Centric Buzzword to Business Muscle
Why KCS is more relevant than ever in the GenAI era In the early days of knowledge management, “KM” often felt like a well-intentioned buzzword—something organizations knew they needed but struggled to implement meaningfully. We built knowledge bases after the fact, treated articles like documentation, and celebrated volume over value. Fast forward 25 years, and […]
Read More5 Things I Learned Prototyping Outdoor & Knowledge Sites During Lovable Free Weekend: AI Showdown
The Lovable Free Weekend: AI Showdown came at a busy time. Between helping my teenage son prep for a big camping trip and celebrating my daughter’s graduation from the University of Oregon, life didn’t slow down. But that’s exactly what made this event special—Lovable gave me the push and tools to make real progress on […]
Read MoreTraining Smarter: Why Content Health is Critical for AI and Knowledge Management
As AI tools like chatbots, virtual assistants, and large language models (LLMs) become increasingly embedded in customer support and knowledge management systems, organizations face a new, often underestimated challenge: content health. Whether deploying Retrieval-Augmented Generation (RAG), fine-tuning LLMs, or enabling AI-driven self-service in platforms like Salesforce, ServiceNow, or Wolken, the quality of your knowledge base […]
Read MoreThe Search Struggle: Fixing Findability in a World of Fragmented Content
Most enterprise organizations have invested heavily in creating knowledge. But when it comes time to finding that information, whether it lives in a knowledge base, a product doc portal, a service desk tool, or even a Slack thread, the experience can fall apart. Search is broken. Not always visibly, but quietly. And it’s costing us […]
Read MoreEnsuring Knowledge Health Through Effective Governance
In self-service and support environments, a healthy knowledge base isn’t optional. It’s foundational. Knowledge health refers to how well your content supports speed, trust, and resolution. When the right article is easy to find, accurate, and up to date, it deflects cases and resolves issues faster. When it’s not? Outdated, redundant, or poorly maintained knowledge […]
Read MoreManaging Stop Words for Better Search Outcomes
If users can’t find what they need, they don’t just abandon the search—they escalate. That creates more support tickets, longer resolution times, and missed opportunities to deliver real value through self-service and proactive knowledge. In every search-enabled environment I’ve supported—from customer portals and developer docs to chatbot flows and internal knowledge hubs—stop word management has […]
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