December 11, 2018
09:00 am - 05:00 pm
Basic training in KCS with optional official KCS v6 Fundamentals Certification Exam
This training (including certification exam) 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 and certification is a great way to ensure a common understanding of the methodology, and to help individuals demonstrate a basic understanding of the KCS concepts.
- Overview of KCS and KCS benefits
- The Principles and Core Concepts of KCS
- Capture, structure, resuse and improve knowledge articles in the workflow
- Performance Assessment – Measuring KCS performance
- Basic understanding of the KCS methodology
- Identify the importance of a knowledge-centered organization
- Recognize how to the capture, structure, reuse and improve knowledge articles on demand.
Target Audience: This course is intended for service desk employees, external support agents or anyone interested in learning the basics of KCS.
Previous experience: No previous experience required.
Other: Material and certification are in English. The course is in Swedish or English depending on the course attendees.
Optional Certification exam
The KCS v6 Fundamentals certification is intended for individuals who are using the KCS Practices in support centers and service desks to resolve issues for customers and end users.
The degree to which knowledge workers understand the benefits of KCS, how it works, and what’s in it for them, has a huge impact on the organization’s ability to realize the benefits of the methodology.
This entry-level KCS certification is a great way to ensure a common understanding of the methodology across large or distributed groups of knowledge workers.
The exam is taken individually online, within 30 days of course date. The exam consists of 20 questions in 60 minutes. Supporting materials are allowed during the exam.
Reading prior to course and exam
You don’t have to do any reading prior to the course, but it increases your understanding of the methodology and it is strongly recommended if you are taking the certification exam.