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IT Support & Hardware · Intermediate

Knowledge-Centered Service (KCS)

A methodology that captures and improves knowledge as a by-product of resolving issues.

Definition

KCS integrates knowledge article creation and reuse into the support workflow: search first, reuse, improve, or create. It enables self-service and shift-left. Articles evolve through use rather than being written separately.

Example

A tech links an existing article to a ticket and updates it with a new fix step.

Exam tip

Search the knowledge base before solving from scratch.

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