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Expert Success Center

KCS Training

Improve Agile Knowledge Management in your organization with KCS Training.

Knowledge Centered Service (KCS®), previously called Knowledge Centered Support, is a practice that integrates knowledge capture and improvement into existing customer interactions.

KCS Training by Expert is best for:
  • Knowledge Management professionals
  • Program managers and project managers for KCS adoption
  • KCS program Council, Coaches, or Publishers
  • Supervisors or Managers

Training Options

Intelligent Swarming

Intelligent Swarming Insights workshop, taught by certified Intelligent Swarming Architects, provides:

  • An explanation of the principles
  • A summary of case studies, benefits and lessons learned from the early adopters
  • Details on the qualification criteria: swarming is not for everybody
  • Insight to the critical key enablers
  • Seven scenarios to consider in designing the process
  • Tool functionality and integration requirements

Expert Trainers are certified by the KCS Academy, the only authorized certifying body for KCS.


To request KCS training, contact Expert Professional Services.

KCS Offerings

  • KCS Essentials (2 hours) - high-level introduction tailored to your needs.
  • KCS Overview (1 day) - interactive introduction for anyone interested in learning the basics of KCS.
  • KCS v6 Practices (1.5, 2, or 2.5 day) - thorough, instructor-led workshop for a deeper understanding of KCS Principles, Concepts, and Techniques.
  • KCS v6 Practices Certification (90 minutes) - proctored exam comprised of 62 multiple-choice questions.
  • KCS Leadership (2 day) - thorough, instructor-led workshop for program leaders who wants to optimize and sustain KCS benefits.
  • KCS Design Session (3 day) - collaborative workshop with your KCS Adoption Team to develop key launch deliverables (Strategic Framework, Content Standard, Workflow or Process Map, Performance Assessment Model, Communications Plan, Technology Functional Specifications, Adoption Plan, and Road Map).


KCS Training Takeaways

  • KCS Principles and Core Concepts
  • An understanding of the key deliverables required to implement KCS
  • Best practices for measuring knowledge activity, performance, and value
  • Techniques for ensuring knowledge base quality without review queues
  • Processes for creating in-workflow (Solve Loop) and value-added (Evolve Loop) content
  • How to manage KCS adoption, avoiding mistakes others have made

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

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