Why is capture in the workflow important in KCS practices?

Capture in the workflow is vital in KCS practices because it encompasses the systematic documentation of knowledge as it is created during the problem-solving process. This practice ensures that the information is not only retained but is also accessible for future reference. By capturing knowledge at the moment of resolution, teams decrease the probability of encountering the same issues repeatedly. This contributes to a more efficient workflow, as previously solved problems can be easily referenced, enabling quicker resolutions without re-investigating what's already been addressed. As experience and knowledge grow within the organization, the overall support process becomes more streamlined and responsive.