# Implementing KCS
**URL:** https://meta.discourse.org/t/implementing-kcs/205212
**Category:** Community Building
**Created:** [October 5, 2021, 12:22am UTC](https://meta.discourse.org/t/implementing-kcs/205212 "2021-10-05T00:22:59Z")
**Posts on this page:** 5
**Page:** 1
### Author:  [@marceld](https://meta.discourse.org/u/marceld)
#### Post date: [October 5, 2021, 12:22am UTC](https://meta.discourse.org/t/implementing-kcs/205212/1 "2021-10-05T00:22:59Z")
Hi,
My company is moving from a traditional CRM to Discourse. We’ve been using the KCS process to document solutions to cases. I’m trying to figure out how to implement KCS within the Discourse support model and looking for suggestions on how to make this work. One thought is that an agent creates a thread in a private category while their case is being worked. When they’re done, the thread is locked and, if it makes sense to do so, moved into a public category for users and other agents to find.
Have any of you implemented KCS in Discourse? Should I be thinking about this differently? Any suggestions would be appreciated.
Thanks,
M
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### Author:  [@osioke](https://meta.discourse.org/u/osioke)
#### Post date: [October 5, 2021, 10:15am UTC](https://meta.discourse.org/t/implementing-kcs/205212/2 "2021-10-05T10:15:25Z")
By KCS, do you mean Knowledge-Centered Support/Service?
If yes, then can you share what the limitations were with the traditional CRM and what you hope to gain by switching to Discourse?
As a general recommendation, using the [Discourse Docs](https://meta.discourse.org/t/discourse-docs-documentation-management-plugin/130172) for documentation and leveraging [Configuring incoming email to create new topics or group messages](https://meta.discourse.org/t/start-a-new-topic-via-email-e-mail/62977) for incoming email support can be very powerful.
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### Author:  [@IAmGav](https://meta.discourse.org/u/IAmGav)
#### Post date: [October 5, 2021, 1:39pm UTC](https://meta.discourse.org/t/implementing-kcs/205212/3 "2021-10-05T13:39:47Z")
> [@marceld](#):
>
> One thought is that an agent creates a thread in a private category while their case is being worked. When they’re done, the thread is locked
You can implement this with 2 plugins
1. Discourse Assign Plugin
> [@Discourse Assign](https://meta.discourse.org/t/discourse-assign/58044):
>
> discourse2Summary Discourse Assign provides the ability to assign topics and individual posts (both private and public) to a user or group.open_bookInstall Guide This plugin is bundled with Discourse core. There is no need to install the plugin separately.person_raising_hand Required user level: Administrator (for configuration), members of allowed groups (for using assignments) discourse2 Hosted by us? This plugin is available on our Business and Enterprise p…
1. Discourse Solve Plugin
> [@Discourse Solved](https://meta.discourse.org/t/discourse-solved-accepted-answer-plugin/30155):
>
> discourse2Summary Discourse Solved allows users to accept solutions on topics in designated categories.open_bookInstall Guide This plugin is bundled with Discourse core. There is no need to install the plugin separately. Enabling Solved The Solved plugin can be enabled from its settings, accessed from your admin/plugins page: After enabling the plugin, to switch on Solved for all categories use the allow solved on all topics site setting. Alternati…
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### Author:  [@marceld](https://meta.discourse.org/u/marceld)
#### Post date: [October 5, 2021, 8:02pm UTC](https://meta.discourse.org/t/implementing-kcs/205212/4 "2021-10-05T20:02:41Z")
Thanks Osioke. I’ll take a look at those plugins. I think they’ll be helpful.
The move is not about limitations with the CRM. We’re moving to a support model that revolves around the community. to that end, we’re updating our overall support workflows with the community as the primary entry point for issue reporting and discussion.
Thanks again for the suggestions.
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### Author:  [@marceld](https://meta.discourse.org/u/marceld)
#### Post date: [October 5, 2021, 8:03pm UTC](https://meta.discourse.org/t/implementing-kcs/205212/5 "2021-10-05T20:03:39Z")
Thanks Gavin. I’ll take a close look at these two plugins. Much appreciated!