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Customer Support

Knowledge-Centered Support

Build and leverage organizational knowledge to transform support efficiency.

advanced
3 modules

About This Course

Learn the Knowledge-Centered Support (KCS) methodology that reduces training time, enables self-service deflection, and creates a foundation for AI-powered knowledge systems. Develop skills to create, curate, and continuously improve organizational knowledge.

What You'll Learn

  • Apply KCS fundamentals including the solve-evolve cycle
  • Create knowledge content optimized for findability and AI systems
  • Build a knowledge-sharing culture within support teams
  • Measure and improve knowledge base effectiveness

Course Content

1

KCS Fundamentals and Workflow Integration

KCS methodology, solve-evolve cycle, search-find-create workflow

2

Creating Effective Knowledge Content

Writing for findability, layered content structure, templates and standards

3

Knowledge Culture and Continuous Improvement

Knowledge-sharing culture, measuring effectiveness, AI integration preparation

Knowledge-Centered Support
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This course includes:

  • 3 modules
  • Certificate upon completion
  • Full lifetime access