Lesson plan

Knowledge-centered support

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. 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. KCS seeks to: * Create content as a by-product of solving problems * Evolve content based on demand and usage * 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 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.…

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Article summary

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. 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. KCS seeks to: * Create content as a by-product of solving problems * Evolve content based on demand and usage * 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 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.…

Key claims

  1. date of foundation: 1992 — source: Wikipedia · confidence 0.95
  2. publication date: 2011 — source: Wikipedia · confidence 0.95
  3. publication date: 2012 — source: Wikipedia · confidence 0.95

Discussion questions

  1. Summarise the article in your own words. Which single claim would you verify first, and why?
  2. The record states that the date of foundation is "1992". What evidence would count against this claim?
  3. The record states that the publication date is "2011". What evidence would count against this claim?
  4. The record states that the publication date is "2012". What evidence would count against this claim?
  5. Which claim in this article is most likely to be revised as the sources update? How would you check its current status?
  6. If two sources disagreed about one of these facts, what would you need in order to trust one over the other?

Bibliography

  1. Wikipedia https://en.wikipedia.org/w/index.php?oldid=1352002475

Key claims and bibliography are generated from the same tracked claims and sources as the article page.