Knowledge-Centered Services (KCS) is a methodology and set of principles and practices that leverage knowledge as a key asset of an organization. KCS has proven to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.
This course will provide you with guidance and practical steps for capturing, storing, and successfully reusing support knowledge. KCS, developed by the renowned Consortium for Service Innovation, defines a set of principles and practices proven to allow service and support organizations to significantly improve service levels to customers and gain operational efficiencies. Course participants will learn a set of practical steps for reusing, improving, and creating knowledge; as well as how to implement a strategy for adopting Knowledge-Centered Services. This course aligns with the KCS Practices Guide v6.0.
Knowledge-Centered Service (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.
This course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Service that creates and maintains knowledge as a by-product of the incident management process. This course aligns with the KCS Practices Guide v6.
KCS is a Service Mark of the Consortium for Service Innovation.
What You Will Learn:
- How to efficiently reuse, improve, maintain and create quality, easy-to-find knowledge articles
- A process for monitoring the quality of knowledge
- Ways to motivate staff to use the knowledge management practices and to effectively assess individual and team contributions
- How you can minimize or eliminate the need for a knowledge engineering function
- How to articulate the value of knowledge management practices for your organization
- A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
- How to identify and avoid the common pitfalls associated with knowledge management
Who Should Attend?
- Any and all customer service professionals, project managers, and support center professionals, supervisors, managers, and directors who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
- Individuals who are preparing for the KCS Principles certification exam
May 15, 2017
May 17, 2017
September 18, 2017
September 20, 2017
October 23, 2017
October 25, 2017
November 13, 2017
November 15, 2017
Unit 1: What is Knowledge-Centered Service?
Section 1: What is Knowledge-Centered Service?
Section 2: What Led to the Development of KCS?
Section 3: KCS Principles
Section 4: Why Do You Need KCS?
Section 5: What are the Benefits of KCS?
Unit 2: The KCS Core Concepts
Section 1: KCS Core Concepts.
Unit 3: Aligning KCS with the Business
Section 1: Aligning Business Goals and Objectives
Section 2: Providing Additional Value with KCS
Section 3: KCS Benefits and Return on Investment
Unit 4: The KCS Practices
Section 1: The KCS Practices
Section 2: Understanding KCS
Section 3: The KCS Methodologies
Unit 5: Content Health
Overview: What is Content Health?
Section 1: The Content Standard
Section 2: KCS Article State
Section 3: Developing A Content Standard
Section 4: Creating Evolve Loop Articles
Section 5: Archiving Old Articles
Section 6: Dealing with Legacy Data
Section 7: Priming the Knowledge Base
Section 8: Global Support Considerations
Section 9: Knowledge Domain Analysis
Section 10: Content Health Indicators
Section 11: Self-Service Success
Section 12: Self-Service Measures
Unit 6: KCS Roles and Responsibilities
Section 1: KCS Roles and Licensing Model
Section 2: The KCS Licensing Model
Section 3: Defining Roles and Competencies
Unit 7: Process Integration
Section 1: Process Integration
Section 2: Structured Problem Solving
Section 3: Seamless Technology Integration
Section 4: Search Technology for KCS
Section 5: Closed Loop Feedback
Section 6: KCS Process Integration Indicators
Unit 8: Performance Assessment
Review: The KCS Competency Model
Section 1: Assessing the Creation of Value
Section 2: Feedback and Reputation Model
Unit 9: Leadership
Section 1: Leadership
Section 2: Tap into Internal Motivators
Section 3: Recognition Programs
Section 4: Compelling Purpose
Section 5: Promote Teamwork
Unit 10: Communication
Section 1: Communication
Section 2: Key Messaging and Elevator Pitches
Section 3: Handling Questions and Objections
Section 4: Programs for Social Engagement
Unit 11: Technology
Section 1: Functional Requirements
Section 2: Technology Selection
Section 3: KCS Verified
Unit 12: The KCS Adoption Roadmap
Section 1: The KCS Adoption Program
Section 2: Adoption Phases
Section 3: Adoption Roles
Section 4: KCS Implementation Strategy
Section 5: KCS Investment
Section 6: Critical Success Factors
A: KCS Principles Certification Standard
B: Exam Preparation
C: Practice Text
D: Additional Resources
E: Answers to Unit Challenges
Register or Inquire
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the KCS Principles Certification Standard and is delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendee
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
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