KCS Foundation


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Member price: $395
List price: $445

Certification

**This course was formerly known as Knowledge-Centered Support Fundamentals.**

This certification is for those individuals who want to demonstrate that they understand KCS practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.

Training

What You Will Learn

  • Knowledge management best practices
  • Knowledge-Centered Support concepts and methodology
  • The value and benefits of adopting Knowledge-Centered Support

Who Should Attend?

  • Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with Knowledge-Centered Support
  • Individuals who are preparing for the KCS Foundation certification exam

Course Outline

Unit 1: What is Knowledge-Centered Support and Why Do We Need It?

  • The History of Knowledge-Centered Support
  • The Concepts of KCS
  • The Benefits of KCS
  • Proactive versus Reactive Knowledge Management

Unit 2: The KCS Methodology: The Knowledge-Centered Support Model

  • The Double Loop Process Model
  • The Solve Loop
  • The Evolve Loop

Unit 3: Wrapping Up the Knowledge-Centered Support Methodology

  • Performance Assessment
  • Leadership
  • Return on Investment
Calendar

Virtual Classroom


Member Price: $695 | Price: $795

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training two hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

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Public Classroom


Member Price: $695 | Price: $795

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.


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Online Course


Member Price: $395 | Price: $445

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 4-6 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.


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Onsite


HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Dec 09, 2014 - Dec 11, 2014
HDI, Virtual Classroom
KCS Foundation On or before Oct 29, 2014:
Price: $745   Member price: $645

After Oct 29, 2014:
Price: $795   Member price: $695
Mar 03, 2015 - Mar 03, 2015
HDI, Virtual Classroom
KCS Foundation On or before Jan 21, 2015:
Price: $745   Member price: $645

After Jan 21, 2015:
Price: $795   Member price: $695
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


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Certification Exam


Price: $145.00

The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the KCS Foundation Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 30 multiple choice questions and must be completed in 35 minutes. A minimum score of 70 percent is required to pass this certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees

Exam Weighting


The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

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 %
Background 10 %
KCS Practices 30 %
Service Management 5 %
Content Health 20 %
Process Integration 10 %
Performance Assessment 20 %
Leadership & Communication 5 %

 A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 1.800.248.5667.


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Standard


Price: $29.00

HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam.

If you are a member, you may download the standard or you can purchase the KCS Foundation Certification Standard for $29.


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Practice Test


Member Price: $69.00 | Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes
  • You may take multiple tests
  • Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description

Need a solution for training many people in multiple locations?

HDI's online training is the answer.


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