Informa helps businesses and professionals in hundreds of ways.

Our international portfolio of live events, world-leading research publications, and innovative digital services provide specialists with the knowledge and connections they need to thrive.

HDI Service & Support World
April 25-29, 2027
Caesars PalaceLas Vegas, NV
Register Now
Menu
Register

Knowledge-Centered Service (KCS) Principles

Turn Knowledge Into Your Team's Greatest Advantage

The Knowledge-Centered Service (KCS) Principles course introduces the proven practices behind one of the world's leading knowledge management methodologies for service and support organizations. Learn how to capture knowledge as you work, improve collaboration, accelerate issue resolution, and create a culture of continuous learning that benefits both your team and your customers.

  • ⏱️ 3 Days

  • 📅 April 25-27, 2027

  • 🏅 Certification Included

  • 💲$2,199

Sign Me Up

Key Takeaways from the KCS Principles Course

  • How to efficiently create and maintain quality, easy-to-find content in the knowledge base
  • Ways to motivate support analysts to use the knowledge base and to effectively assess individual and 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 and maximizes the return
  • How to identify and avoid the common pitfalls associated with knowledge management

Who Should Attend

Support professionals and project managers who want actionable steps for improving time-to-resolve and reducing expenses by utilizing a knowledge management program.

Course Includes

Instruction, and online certification exam.

Build a Knowledge-Driven Support Organization That Learns and Improves Every Day

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
Passes & Pricing