This certification verifies that support center professionals possess the understanding of the Knowledge-Centered Service (KCS SM) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organization. Additionally, this certification validates that they know how to implement the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process.


"Thank you HDI. The subject matter was very appropriate – I look forward to taking support center classes with you in the future."
--Sam Stevens ,  Best Western International

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?

  • Support professionals and project managers who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
  • Individuals who are preparing for the Knowledge-Centered Service Principles

Course Outline

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

Virtual Classroom

Member Price: $1599 | Price: $1699

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: $1,599 | Price: $1,699

Facilitated by a faculty member, this two-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.

Oct 28, 2019 - Oct 30, 2019
HDI, Virtual Classroom
KCS Principles Price: $1,699.00 More Info Add to Cart
Nov 09, 2019 - Nov 11, 2019
ChampionsGate, FL
KCS Principles Price: $1,999.00 More Info Add to Cart
Nov 18, 2019 - Nov 20, 2019
Los Angeles, CA
KCS Principles On or before Oct 23, 2019:
Price: $1,599.00

After Oct 23, 2019:
Price: $1,699.00
More Info Add to Cart
Nov 19, 2019 - Nov 21, 2019
HDI, Virtual Classroom
KCS Principles Price: $1,699.00 More Info Add to Cart
Dec 11, 2019 - Dec 13, 2019
HDI, Virtual Classroom
KCS Principles Price: $1,699.00 More Info Add to Cart
Jan 27, 2020 - Jan 29, 2020
HDI, Virtual Classroom
KCS Principles On or before Dec 02, 2019:
Price: $1,599.00

After Dec 02, 2019:
Price: $1,699.00
More Info Add to Cart
Feb 12, 2020 - Feb 14, 2020
HDI, Virtual Classroom
KCS Principles On or before Dec 18, 2019:
Price: $1,599.00

After Dec 18, 2019:
Price: $1,699.00
More Info Add to Cart
Feb 19, 2020 - Feb 21, 2020
Charleston, SC
KCS Principles On or before Dec 26, 2019:
Price: $1,599.00

After Dec 26, 2019:
Price: $1,699.00
More Info Add to Cart
Mar 25, 2020 - Mar 27, 2020
HDI, Virtual Classroom
KCS Principles On or before Jan 29, 2020:
Price: $1,599.00

After Jan 29, 2020:
Price: $1,699.00
More Info Add to Cart
Apr 13, 2020 - Apr 15, 2020
HDI, Virtual Classroom
KCS Principles On or before Feb 17, 2020:
Price: $1,599.00

After Feb 17, 2020:
Price: $1,699.00
More Info Add to Cart
Apr 27, 2020 - Apr 29, 2020
Boston, MA
KCS Principles On or before Mar 02, 2020:
Price: $1,599.00

After Mar 02, 2020:
Price: $1,699.00
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May 27, 2020 - May 29, 2020
HDI, Virtual Classroom
KCS Principles On or before Apr 01, 2020:
Price: $1,599.00

After Apr 01, 2020:
Price: $1,699.00
More Info Add to Cart
Jun 10, 2020 - Jun 12, 2020
Dallas, TX
KCS Principles On or before Apr 15, 2020:
Price: $1,599.00

After Apr 15, 2020:
Price: $1,699.00
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Jun 29, 2020 - Jul 01, 2020
HDI, Virtual Classroom
KCS Principles On or before May 04, 2020:
Price: $1,599.00

After May 04, 2020:
Price: $1,699.00
More Info Add to Cart
Jul 15, 2020 - Jul 17, 2020
HDI, Virtual Classroom
KCS Principles On or before May 20, 2020:
Price: $1,599.00

After May 20, 2020:
Price: $1,699.00
More Info Add to Cart

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 Knowledge-Centered Service 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 %
Leadership 0 %
Policy and Strategy 0 %
People Management 0 %
Resources 0 %
Process and Procedures 0 %

 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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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. For those who purchase a certification and training course, the certification standard is already included in the price of a course.

If you are a member, you may download the standard or you can purchase the Knowledge-Centered Service Principles Certification Standard for $29.

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Practice Test

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