KCS Solve Loop

The Solve Loop is the request-response workflow. Responders capture their resolution experiences to create a collective memory. A little bit of structure in the request-response process helps enormously, while too much structure is disruptive. Use of the knowledge base and a structured workflow increases responders speed and accuracy in solving a request.  Access to the collective experience through the knowledge base also reduces re-work, i.e. not spending time solving requests that have already been solved.