83 Chapter 8. Knowledge Capture and Sharing The knowledge capture and sharing process, or simply the knowledge capture process, is critical to the success of the service center (see Figure 8-1). This process documents and distributes the service center's institutional knowledge. In some companies, the most successful agents aren't necessarily the most technically knowledgeable; they are those best at finding information in the knowledge base . Every problem, once identified, should be evaluated as a candidate to be docu- mented in the knowledge base. The knowledge base should be the first step in the agent's trouble- shooting process.