HDI® Knowledge-Centered Service (KCS) Principles – Course
This certification verifies that support center professionals possess the understanding of the Knowledge-Centered Service (KCS SM) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organization. Additionally, this certification validates that they know how to implement the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process.
- eLearning
- Course Level: Practitioner
- Exam Voucher: Included

HDI® Knowledge-Centered Service (KCS) Principles – Course
This certification verifies that support center professionals possess the understanding of the Knowledge-Centered Service (KCS SM) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organization. Additionally, this certification validates that they know how to implement the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process.

Course Overview
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 HDI KCS Principles certification verifies that support center professionals possess the understanding of the Knowledge-Centered Service (KCS) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organization. Additionally, this certification validates that they know how to implement the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process.
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.
Category | Weighting % |
KCS Principles | 5% |
KCS Core Concepts | 5% |
KCS Practices | 30% |
Content Health | 20% |
Process Integration | 5% |
Performance Assessment | 15% |
Leadership and Communication | 15% |
Adoption Roadmap | 5% |
Target Audience
Support professionals and project managers who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
Individuals who are preparing for the Knowledge-Centered Service Principles
- Support Center staff
- Service Desk Staff
- Problem Managers
- Professionals intending to utilize a knowledge management program.
Prerequisite
Learning Objectives
This Course Focuses on:
- How to efficiently create & maintain quality, easy-to-find content in the knowledge base;
- Ways to motivate support analysts to use the knowledge base & to effectively assess individual & team contributions;
- How to articulate the value of knowledge management practices for your organization;
- A strategy for sustainable success that minimizes investments in knowledge workflow & maximizes the return; &
- How to identify & avoid the common pitfalls associated with knowledge management.
Course Modules
Unit 1: What Is Knowledge-Centered Service (KCS)?
Unit 2: The KCS Principles and Core Concepts
Unit 3: The KCS Practices
Unit 4: Aligning KCS with the Business
Unit 5: Content Health
Unit 6: KCS Roles and Responsibilities
Unit 7: Process Integration
Unit 8: Performance Assessment
Unit 9: Leadership
Unit 10: Communication
Unit 11: Technology
Unit 12: The KCS Adoption Roadmap
Exam Detail
Exam Question: 65 multiple choice
Exam Time: 75 minutes
Passing Marks: 80 percent
Choose Your Training Options
Self-Paced Learning
- 12 months access to the elearning course
- Exam Voucher is Included
- Mock exam for self Assessment
- Access to Digital-PDF download
- 24/7 assistance and support
$895.00 EX GST
Instructor-led training
- Everything in Self-Paced Learning, plus
- Exam Voucher is Included
- Mock exam for self Assessment
- Access to Digital-PDF download
- 24/7 assistance and support
$1,909.09 EX GSTAdd to cart
Corporate Training
- Self-paced eLearning and instructor-led options
- Access to Champions portal
- Flexible pricing, subscription-based
- Access to Digital-PDF download
- 24/7 assistance and support