Manage knowledge that yields benefits and enables success
Manage knowledge that yields benefits and enables success
RightAnswers is the first KCS v6 Verified enterprise knowledge management platform, purpose-built to help large support, IT, and operations teams deliver trusted, consistent knowledge at scale. Organizations using RightAnswers resolve issues up to 4x faster, improve first contact resolution, and build a knowledge base that continuously improves with every interaction.
What is KCS and why does it matter for enterprise knowledge management?
Knowledge-Centered Success (KCS) is a mature, proven knowledge management methodology that embeds knowledge creation and reuse directly into the support workflow. Rather than treating knowledge as a separate task, KCS makes it a natural byproduct of every customer interaction, so the knowledge base gets smarter with every ticket resolved.
For enterprise support teams, KCS is not just a best practice. It is the difference between a knowledge base that degrades over time and one that compounds in value. Teams that operationalize KCS see measurable improvements in first contact resolution, agent onboarding speed, and SLA performance.
Why RightAnswers Is the Right Technology for KCS Success
Why RightAnswers Is the Right Technology for KCS Success
RightAnswers was designed with KCS in mind. As the first KCS v6 Verified enterprise knowledge management platform, RightAnswers gives organizations everything they need to get up and running quickly, with no customization required. Built-in capabilities include:
- Role-based permissions aligned with the KCS license model
- Configurable templates that structure knowledge articles so the most important information is always captured
- Tooltip support and pre-filled content to help authors adhere to style guides consistently
- Federated and unstructured search that surfaces highly relevant results and increases knowledge reuse across teams
- @mention collaboration to route edits to the right people at the right time
- KCS-specific reports and dashboards to monitor program success and knowledge health
- Coaching tools that identify opportunities and help knowledge coaches spend more time developing their teams
RightAnswers is also certified by the KCS Academy to deliver Knowledge-Centered Success Workshops and Certifications, making it the only enterprise knowledge management platform that combines verified methodology with hands-on training.
RightAnswers has been certified by the Consortium for Service Innovation to deliver Knowledge-Centered Success Workshops and Certification
RightAnswers has been certified by the Consortium for Service Innovation to deliver Knowledge-Centered Success Workshops and Certification
KCS v6 Practices Workshop & Certification Exam
KCS v6 Practices Workshop & Certification Exam
Earn the highest level of KCS Certification in this 16-Hour Workshop
KCS Coach Development Workshop
KCS Coach Development Workshop
This 16-Hour workshop provides coaches and leaders with the skills needed to encourage, inspire, and support change.
KCS v6 Leadership Overview Workshop
KCS v6 Leadership Overview Workshop
This 8-Hour workshop delves into KCS concepts and develops the skills needed to successfully lead a knowledge-centered organization.
KCS v6 Practices Overview Workshop
KCS v6 Practices Overview Workshop
This 8-Hour workshop provides an overview of the KCS principles, core concepts, practices, and techniques that make up the KCS methodology.
Intelligent Swarming Insights Workshop
Intelligent Swarming Insights Workshop
This 8-Hour private workshop explores ways to get the right people working on the right things. Minimum 10 participants for private workshop.
Ask us anything!
Ask us anything!
We’re here to help and answer any KCS questions you might have. We look forward to hearing from you.
Click here to email our team of experts
We help companies maximize their KM and KCS investments
We help companies maximize their KM and KCS investments
Whether your organization is deploying RightAnswers for the first time or optimizing an existing knowledge management program, our team of KCS-trained and certified experts provides the guidance needed to get full value from every interaction.
RightAnswers has a team of KCS experts who have successfully implemented KCS across many enterprise organizations and have trained hundreds of practitioners.
KCS Expertise
KCS Expertise
RightAnswers has a team of KCS Experts who have successfully implemented KCS in many organizations and have trained hundreds.
Lana Kosnik
KCS Knowledge Management Practice Manager
Alex Baker
Senior Consultant
Sharing means caring, especially when it comes to knowledge
Sharing means caring, especially when it comes to knowledge
We’re passionate about KCS, and are eager to share our experiences with you.
- KCS Webinars
- KCS Blogs
- KCS Events
What is KCS?
We’ve created a 9-step guide that presents the underlying principles of KCS where we share practical tips to how to get it moving it at your organization.
The facilitator did an excellent job explaining the concepts, adding real-world examples, and answering our questions. And the program is quite well designed. I have been in project management for ove...
The facilitator did an excellent job explaining the concepts, adding real-world examples, and answering our questions. And the program is quite well designed. I have been in project management for over 10 years, and I didn’t expect KCS to be so thorough. I expected details on the concepts, models, methods, etc… But the KCS training was essentially a step-by-step guide on how to implement KCS in an organization. Very impressive, and well worth the cost.
Reliable products.
Real results.
Reliable products.
Real results.
RightAnswers
Lely Powers Its Global Field Network with Connected Knowledge
Lely Powers Its Global Field Network with Connected Knowledge
Discover how Lely modernized its global knowledge ecosystem with RightAnswers, improving search, governance, and field technician support across 4,000+ users worldwide.
RightAnswers
Protective Life Transforms Enterprise Knowledge with RightAnswers
Protective Life Transforms Enterprise Knowledge with RightAnswers
Protective Life successfully modernized its knowledge ecosystem with RightAnswers, moving from a passive tool to a scalable, self-sustaining system that drives faster resolutions and confident decision-making across the enterprise.
RightAnswers
Paychex Drives Scalable AI Knowledge Evolution with RightAnswers
Paychex Drives Scalable AI Knowledge Evolution with RightAnswers
A RightAnswers customer since 2007, Paychex successfully built an AI strategy on a strong KCS-verified knowledge foundation, focused on adoption, engagement, and measurable business impact.
RightAnswers
How Nestlé resolved 80% of IT tickets at First Contact and scaled self-service to 5,000 users a month
How Nestlé resolved 80% of IT tickets at First Contact and scaled self-service to 5,000 users a month
Nestlé wanted to streamline self-service, anticipate customer needs, and reduce pressure on IT teams. See why they chose to partner with RightAnswers for enterprise knowledge management.
Resources that drive an impact
Resources that drive an impact
Frequently Asked Questions
A: KCS v6 Verified status is awarded by the Consortium for Service Innovation to platforms that demonstrate their product functionality fully supports the KCS v6 methodology. RightAnswers is the first enterprise knowledge management platform to achieve this designation, meaning organizations can deploy KCS methodology without customization or workarounds.