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Knowledge-Centered Service (KCS) v6: Fundamentals Overview

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 is intended for individuals who are, or will be using, the KCS Practices in support and service centers to resolve issues for internal or external customers. This entry-level KCS training is a great way to ensure a common understanding of the methodology, and to help individuals demonstrate a basic understanding of the KCS concepts.

IMPORTANT: Optional to this course is the official KCS Academy KCS v6 Fundamentals Certification Exam, at an additional cost. Those who pass will receive the title of Knowledge Centered Service (KCS) v6 Fundamentals Certified
"KCS® is a service mark of the Consortium for Service Innovation™".

Major release:

Knowledge-Centered Service (KCS) 6.x

Good for:


Course Delivery:

Instructor-Led Training (ILT) | 8 hours

Course Modules

  • Overview
    • Reading materials
    • Certification information
    • Terminology
    • Participant introductions
  • Summary
    • A mental /model shift
    • Success factors
    • Common points of failure