KCS Principles Certification Training Course Overview

This confirmation checks that help focus experts have the comprehension of the Knowledge-Centered Service (KCS SM) philosophy, a lot of procedures/rehearses that influence information as a key resource of the help association. Also, this confirmation approves that they realize how to execute the commonsense strides for catching, organizing, and effectively reusing information through the learning the executives procedure.


  • Support experts and venture administrators who need significant strides to improve time-to-determine and decrease cost by using a learning the board program
  • Individuals who are getting ready for the Knowledge-Centered Service Principles



This course prepares you for Exam KCS Principles. Download Course Contents

KCS Principles Course schedule & Prices

Course Details Schedule
Live Virtual Classroom (Instructor-Led)
Duration : 3 Days (6 Days for 4 Hours/Day)
Fee : On Request
9 AM - 5 PM (Flexible Time Slots for 4 hours option)

Client's Location
As per mutual convenience
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
On Request
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Course Prerequisites
  • No formal pre-requisites for this course.

After completion this course, you will learn following topics:


Unit 1: What Is Knowledge-Centered Service (KCS)?

  • What Is Knowledge-Centered Service?
  • What Led to the Development of KCS?
  • KCS Principles
  • Why Do You Need KCS?
  • What Are the Benefits of KCS?


Unit 2: The KCS Principles and Core Concepts

  • KCS Principles
  • KCS Core Concepts


Unit 3: The KCS Practices

  • The KCS Practices
  • Understanding KCS
  • The KCS Methodologies


Unit 4: Aligning KCS with the Business

  • Aligning Business Goals and Objectives
  • Providing Additional Value with KCS
  • KCS Benefits and ROI


Unit 5: Content Health

  • The Content Standard
  • KCS Article State
  • Developing A Content Standard
  • Creating Evolve Loop Articles
  • Archiving Old Articles
  • Dealing with Legacy Data
  • Priming the Knowledge Base
  • Global Support Considerations
  • Knowledge Domain Analysis
  • Content Health Indicators
  • Self-Service Success
  • Self-Service Measures


Unit 6: KCS Roles and Responsibilities

  • KCS Roles and Licensing Model
  • The KCS Licensing Model
  • Defining Roles and Competencies           


Unit 7: Process Integration

  • Process Integration
  • Structured Problem Solving
  • Seamless Technology Integration
  • Search Technology for KCS
  • Closed Loop Feedback
  • KCS Process Integration Indicators


Unit 8: Performance Assessment

  • Assessing the Creation of Value
  • Feedback and Reputation Model


Unit 9: Leadership

  • Leadership
  • Tap into Internal Motivators
  • Recognition Programs
  • Compelling Purpose
  • Promote Teamwork


Unit 10: Communication

  • Communication
  • Key Messaging and Elevator Pitches
  • Handling Questions and Objections
  • Programs for Social Engagement


Unit 11: Technology

  • Functional Requirements
  • Technology Selection
  • KCS Verified


Unit 12: The KCS Adoption Roadmap

  • The KCS Adoption Program
  • Adoption Phases
  • Adoption Roles
  • KCS Implementation Strategy
  • KCS Investment
  • Critical Success Factors