KCS Principles



This certification verifies that customer service and support professionals possess the understanding of the Knowledge-Centered Service (KCSSM) methodology, principles, and techniques needed to leverage knowledge as a key asset of an organization. Additionally, this certification validates that one knows how to implement the principles and techniques for developing Knowledge-Centered Service that facilitates the reusing, improving, and creating of knowledge articles to facilitate faster resolution and enable self-service.

Click here to learn more about HDI’s history of supporting KCS training and certification and its relationship with the Consortium for Service Innovation (CSI).


What You Will Learn

  • How to efficiently reuse, improve, maintain and create quality, easy-to-find knowledge articles
  • A process for monitoring the quality of knowledge
  • Ways to motivate staff to use the knowledge management practices and to effectively assess individual and team contributions
  • How you can minimize or eliminate the need for a knowledge engineering function
  • 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?

  • Any and all customer service professionals, project managers, and support center professionals, supervisors, managers, and directors who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
  • Individuals who are preparing for the KCS Principles certification exam

Course Outline

Unit 1: What is Knowledge-Centered Service?

  • 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 Core Concepts

  • KCS Core Concepts.

Unit 3: Aligning KCS with the Business

  • Aligning Business Goals and Objectives
  • Providing Value with KCS
  • KCS Benefits and Return on Investment

Unit 4: The KCS Practices

  • The KCS Practices
  • Understanding KCS
  • The Content Migration Process
  • The KCS Methodologies

Unit 5: Content Health

  • Overview: What is 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

  • The KCS Competency Model
  • 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
  • Delivery Options

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


  • KCS Principles Certification Standard
  • Exam Preparation
  • Practice Text
  • Additional Resources
  • Answers to Unit Challenges
  • Glossary
  • Bibliography

Virtual Classroom

Member Price: $1,595 | Price: $1,695

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 eight hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.


Public Classroom

Member Price: $1,595 | Price: $1,695

Facilitated by a business associate, this three-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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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.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Sep 11, 2017 - Sep 13, 2017
Seattle, WA
KCS Principles Price: $1,695.00   Member price: $1,595.00
Sep 20, 2017 - Sep 22, 2017
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Sep 20, 2017 - Sep 22, 2017
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Sep 20, 2017 - Sep 22, 2017
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Sep 25, 2017 - Sep 27, 2017
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Oct 18, 2017 - Oct 20, 2017
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Oct 23, 2017 - Oct 25, 2017
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Oct 29, 2017 - Oct 31, 2017
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Nov 13, 2017 - Nov 15, 2017
Toronto, ON
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Nov 15, 2017 - Nov 17, 2017
Chicago, IL
KCS Principles On or before Sep 21, 2017:
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After Sep 21, 2017:
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Dec 06, 2017 - Dec 08, 2017
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After Oct 12, 2017:
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Dec 13, 2017 - Dec 15, 2017
Omaha, NE
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After Oct 19, 2017:
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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: $225.00

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 Principles Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a 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 %

5 %

KCS Practices 

30 %


5 %

Content Health

20 %

Process Integration

5 %

Performance Assessment

15 %

Leadership & Communication

15 %

Adoption Roadmap

5 %

Exam Extensions

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A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

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Exam retakes can be purchased for a fee of $99.

Exam Insurance

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Exam insurance now available.

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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 Principles 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