KCS® v6 Practices Workshop - Th-F Oct 1-2, 9am-4pm NZST Virtual

Event Information

Share this event

Date and Time



Online Event

Refund Policy

Refund Policy

Contact the organizer to request a refund.

Eventbrite's fee is nonrefundable.

Event description
Get the know-how to lead a KCS practice that motivates teams to share and structure knowledge for customer self-service success.

About this Event

KCS v6 Practices Workshop - 2 Days

This workshop is intended for knowledge managers, leaders, analysts and practitioners planning to launch Knowledge-Centered Service (KCS®), or fine-tuning KCS practices.   This intensive 2 Day KCS v6 Practices virtual workshop will provide the needed insights and skills for leading teams toward KCS practice maturity.

Course facilitator: Beth Coleman, KCS v6 Certified Trainer.

Oct. 1 & 2: 9:00 a.m - 4:00 p.m.  Virtual NZST

Knowledge-Centered Service, or KCS®, is a methodology designed to integrate knowledge capture, improvement and reuse directly into support operations.

Attendees will gain a deep understanding of:

  • KCS and its benefits
  • KCS best practices with industry example
  • KCS content: standards and quality
  • The structured problem-solving workflow
  • Roles and responsibilities
  • Performance assessment
  • Leadership strategies and change management
  • Technology requirements to enable KCS
  • A road map for KCS adoption 

This Workshop reviews all levels of KCS Practices to help attendees prepare for the KCS certification exam. Advanced reading (before the workshop) is highly recommended if you are intending to sit the exam later. Attendees are eligible for a an exam discount. See KCS v6 Practices Certification and Exam Details below.

We offer group discounts for this event. On-site workshops at your company’s location can also be arranged. Please contact us or email:

Your Registration

When checking out, you may use Eventbrite's payment gateway or select 'Pay by Other Option'. We'll send an invoice with options for a bank deposit or credit card payment.

When do Registrations close? 7 days before the Workshop. Contact us for late registrations.

When do I need to pay? within 4 business days of the workshop start date.

What if the workshop is cancelled? Your full payment will be refunded.

If I cancel is there a fee? A 10% cancellation fee applies. If cancellation is made within 3 days of the workshop, an additional 10% cancellation fee applies.

May I transfer my workshop fee to a future workshop? Yes, please ask us for details.

Enrol EARLY for our 15% Early Bird Discount! Use Code: KCSv6 (applies until Aug. 31)

KCS v6 Practices Certification

The Knowledge-Centered Service (KCS®) v6 Practices Certification designates individuals who demonstrate a thorough understanding of the KCS concepts including the Solve Loop, Evolve Loop, and best practices for KCS adoption.

If you're wishing to become KCS v6 Practices Certified you can sit the KCS v6 Certification Exam at a later date by booking through CATALYNK (exam fee: US$450. less attendee discount, contact us).

CATALYNK Limited is a certified provider of the KCS v6 Practices Certification Exam. We'll assist with exam preparation documentation in advance of and during the KCS v6 Practices Workshop. We can also assist you with registering and purchasing an exam voucher. Discounts apply for attendees of this workshop.

If you intend to sit the exam, you can now do so online using the camera in your device. Kryterion has altered the camera requirements:

Due to COVID-19, an internal camera will be allowed for online-proctored exam delivery for any exam taken prior to December 31, 2020. While the camera will be mainly focused on you, the Kryterion proctor may require you to move the monitor/laptop to view your work surroundings. (Previously, a web external video camera positioned to view the test taker, their screen, keyboard and work area was required.) 

Who Should Certify

Individuals pursuing KCS Practices Certification are most often:

  • Program and project managers for KCS adoption
  • KCS adoption team members
  • Supervisors and first-line and second-line managers
  • Trainers
  • Coaches
  • Consultants
  • Knowledge workers who aspire to be coaches or managers

Product managers and architects for technology and tools that enable the KCS practices

I you are aiming to become a KCS v6 Certified Trainer, the KCS v6 Practices Certification is a requirement for eligibility.

This certification is also appropriate for product managers whose products align with or enable the KCS practices. This includes people who manage or advise on the adoption and continuous improvement of the KCS practices.

The KCS Practices v6 Certification covers the following:

  • The Principles and core concepts of KCS Version 6.
  • KCS benefits
  • Dealing with frequently asked questions and common objections
  • A thorough understanding of the following:
  • Solve and Evolve Loops
  • KCS roles
  • KCS measures
  • Content standard and workflow
  • Best practices for adoption
  • Functional requirements for tools and tool integration

Exam Details

You may wish to sit the exam at a later date. To do so you can register through CATALYNK where a discount applies for attendees of this workshop. The KCS v6 Practices Certification exam is comprised of 62 multiple-choice questions.  The allotted time to complete the exam is two hours.  Most candidates will complete the exam in 90 minutes or less. There are no breaks during the exam. 

A team of KCS practitioners developed the questions on the exam. The certification standards and exam are developed and maintained by a committee of members from the Consortium for Service Innovation. The exams are validated through psychometric analysis.

The KCS Academy is the certifying body for KCS as designated by the Consortium for Service Innovation (CSI, owner of KCS).  CSI does not acknowledge any KCS credentials or certifications other than those offered by KCS Academy certified providers.

Should you have any questions, please feel free to contact us:

Knowledge-Centered Service (KCS®) is a registered Trademark of the Consortium for Service Innovation™.

Share with friends

Date and Time


Online Event

Refund Policy

Contact the organizer to request a refund.

Eventbrite's fee is nonrefundable.

Save This Event

Event Saved