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Knowledge-Centered Service (KCS) v6: Practices Workshop

KCS® (Knowledge-Centered Service) is a best practice methodology that provides a detailed description of how support and service organizations can work more effectively with knowledge to improve the service delivery, become more productive, decrease costs and increase service levels to customers.

This training and optional certification exam is intended for individuals who require a thorough understanding of both the KCS methodology and its adoption. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices. This course is also appropriate for product managers whose products align with or enable the KCS practices.

IMPORTANT: Optional to this course is the official KCS Academy KCS v6 Practices Certification Exam, at an additional cost. Those who pass will receive the title of Knowledge-Centered Service (KCS) v6 Practices Certified. For purchasing the exam and additional information, click the following link:
"KCS® is a service mark of the Consortium for Service Innovation."

Major release:

Knowledge-Centered Service (KCS) 6.x

Course Delivery:

Instructor-Led Training (ILT) | 24 hours

Course Modules

  • Course Overview
    • Reading materials
    • Certification information
    • Terminology
    • Participant introductions
  • KCS Practice 5 – Content Health
    • Different Data Objects
    • KCS article states
    • Developing a Content Standard
    • Content standard adherence measures
    • Knowledge domain analysis
    • Dealing with legacy content
    • Linking to external resources
    • Priming the Knowledge Base
    • Creating evolve loop articles
    • Article state transitions
    • Self-service success factors
  • The KCS Adoption
    • Phases of adoption
    • Adoption waves
    • Roles and requirements
    • Adoption cost considerations
  • Summary
    • Mental /model shift
    • Success factors
    • Common points of failure
    • Further reading materials and links
    • Certification instructions