Final answer:
The correct option is A. KCS is a method for creating and improving knowledge based on agent experience and knowledge reuse. It involves capturing knowledge using a Knowledge Capture System and following key communication standards. The goal is to provide efficient and effective customer support.
Step-by-step explanation:
KCS stands for Knowledge-Centered Service configuration. It is a method used for the creation and continuous improvement of knowledge based on the experience of agents and the patterns observed by knowledge reuse. KCS focuses on capturing knowledge from the people who have it and making it available for others to use and improve upon.
Using a Knowledge Capture System (KCS), organizations can document and refine their knowledge, making it easier to use and maintain. By following key communication standards, such as capturing knowledge in a consistent format and making it easily searchable, KCS allows for the development of a knowledge base that can be accessed and updated by all team members.
The primary goal of KCS is to provide efficient and effective customer support by enabling agents to find and use relevant knowledge quickly, instead of reinventing the wheel with every customer interaction. By continuously updating and improving the knowledge base, agents can solve customer issues more efficiently and provide better service.