What is "just-in-time" knowledge in KCS?

"Just-in-time" knowledge in KCS refers to knowledge that is captured at the moment it is needed during problem resolution. This approach enables the organization to provide relevant and timely information that enhances the efficiency and effectiveness of support processes. By capturing knowledge when a specific issue arises, individuals can document insights, solutions, or workarounds while the context is fresh, ensuring that the information is accurate and contextual.

This method contrasts with knowledge captured for reporting purposes, which may not be timely or relevant to immediate operational needs, as well as knowledge that is archived, which may become outdated or less useful. Additionally, pre-packaged knowledge may not address unique issues faced in the moment, making the just-in-time method valuable for providing real-time assistance and learning.