Aligning all KCS and Knowledge Management Knowledge management (KM) is the practice of capturing, organizing, sharing, and maintaining an organization's collective knowledge so it's accessible and useful when people need it. **In a support context it typically involves:** Creating and curating content – documentation, FAQs, troubleshooting guides, internal, and knowledge base articles that help both customers (self-service) and support engineers (internal reference). **Processes for knowledge flow** – methodologies like KCS (Knowledge-Centered Service) where knowledge creation is integrated into the support workflow rather than being a separate activity. Engineers document solutions as they solve tickets, keeping content fresh and relevant. **Making knowledge findable **– through search, categorization, tagging, and increasingly AI-assisted tools like STELLA #[7294](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/7294) that surface the right information at the right time. **Measuring effectiveness** – tracking metrics like article views, deflection rates, reviews, and self-service resolution to understand what's working. The philosophy is that knowledge shouldn't live in individual people's heads or siloed documents—it should be a shared organizational asset that compounds in value over time. - Knowledge Management [Slides](https://docs.google.com/presentation/d/1flmNz8K6SF5JLMFSFSV00v3lt1Z53UtuH3FgHtNQJEc/edit?slide=id.g3445c7f3436_2_41#slide=id.g3445c7f3436_2_41) \*\* - Knowledge Detail `Tracking` [Sheet](https://docs.google.com/spreadsheets/d/1NvUNHK4fRL_KUt_Tgf2WU38DJ-DDTPhvj9ldnUlWeCw/edit?gid=880231478#gid=880231478) - Knowledge [Section]() of the `Handbook`