Customer Support
Knowledge-Centered Support
Build and leverage organizational knowledge to transform support efficiency.
50 minutes
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
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This course includes:
- 50 minutes of content
- 3 modules
- Certificate upon completion
- Full lifetime access