The KCS Overview training is designed to provide an overview to understand the principles and practices of KCS. The training prepares the candidate for the official KCS v6 Fundamentals certification.

KCS® is a registered service mark of the Consortium for Service Innovation. 

Learning Objectives

  • Identify the basics and benefit of implementing KCS in your organization including principles and core concepts.
  • Determine how to do the KCS Solve Loop in the workflow and the value it creates
  • Follow the process for creating a KCS article
  • Differentiate leading versus lagging indicators of success

Who should attend

This workshop is intended for anyone who is about to implement KCS or needs some high level of understanding of KCS, examples given:

  • KCS Project lead
  • Knowledge managers
  • Knowledge consultants
  • KCS Council participants
  • Knowledge Domain Experts
  • Support staff
  • Support managers


Some background in support or customer service is recommended.

The practical

Duration: 1 day (7 hours).

Exam registration included in the price.

Language: Training course and exam materials are written in English. The instructor teaches in English.