Customer support / Free editable template

KCS solve and evolve double loop template

Knowledge-Centered Service builds the knowledge base as a by-product of solving tickets. This example draws the two KCS loops side by side: the solve loop agents run on every ticket, and the evolve loop the team runs each month to keep the system healthy. The article states from work in progress to archived run along the bottom, with a note on licensing agents to publish.

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KCS solve and evolve double loop example showing the solve loop for agents, the evolve loop for the team, article states from draft to archived
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Start with the solve loop

    Agree how agents capture the customer's words, structure articles, search first and fix articles as they use them.

  2. Add the evolve loop

    Set a monthly rhythm to review flagged content, build KCS into the ticket form and track reuse.

  3. Define article states

    Decide who can move an article from draft to validated and published, and when articles are archived.

Questions about this template

Why are there two loops on the board?

The solve loop is what agents do on every ticket and the evolve loop is what the team does each month to improve the system. They feed each other through data and coaching.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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