Knowledge-Centered Support (KCS)

http://en.wikipedia.org/wiki/Knowledge_Centered_Support

Knowledge-Centered Support (KCS) is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the customer/technical support organization. Development began in 1992 by the Consortium for Service Innovation;[1] a non-profit alliance of support organizations. Its premise is to capture, structure, and reuse technical support knowledge.