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  • Examination details

    Designates individuals who have an understanding of the benefits, principles, concepts, practices, and techniques of Intelligent Swarming.

    The Intelligent Swarming Fundamentals Certification exam is comprised of 32 mostly multiple-choice questions with a time limit of 45 minutes.

    People who have successfully completed the exam earn the Intelligent Swarming Fundamentals Certified digital badge, issued by The Consortium for Service Innovation.

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  • Course Details

    Someone who holds a KCS v6 Fundamentals certification understands:

    • KCS Principles, Core Concepts and Practices
    • KCS benefits
    • The KCS article and the process for creating one
    • How to integrate the KCS process into the workflow
    • How the knowledge worker’s KCS performance is assessed
    • Benefits of holding a KCS Fundamentals certification and badge
    • The value of KCS to an organization
    • The value that process integration provides
    • Key indicators that determine article quality
  • Outcomes of Certification

    Benefits of having certified individuals on your team:

    • Verification that individuals understand KCS Principles, Core Concepts and Practices
    • Understanding of what should be measured to drive desired behaviors
    • Understanding of what should be measured for the knowledge worker
    • Consistent vocabulary for KCS participants
  • Examination Details

    The KCS v6 Fundamentals certification exam offered by The Consortium for Service Innovation (CSI) is an online, non-proctored exam consisting of about 25 multiple choice questions. There is a time limit of 60 minutes. A separate KCS v6 Fundamentals online course is also available as preparation and can be bundled with the exam for a discount. Please ask about our bundles for your group. 
    CATALYNK includes the certification exam in our in-house KCS v6 Overview Workshop and as an optional add-on in our public workshops. 
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    The Knowledge-Centered Service (KCS®) v6 Practices Certification designates individuals who demonstrate a thorough understanding of the KCS concepts including the Solve Loop and Evolve Loop practices and techniques, and best practices for KCS adoption.

    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 KCS coaches, KCS trainers or KCS Team Leads
    • Product managers and architects of technology and tools that enable the KCS practices

    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.

  • Outcomes of Certification

    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

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

  • Examination Details

    The KCS v6 Practices Certification exam is comprised of 62 multiple-choice questions developed by The Consortium for Service Innovation (CSI). 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 (CSI). The exams are validated through psychometric analysis.

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


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  • Course Details

    CATALYNK Limited is a certified provider of the KCS v6 Trainer Certification training. The KCS Trainer Certification Exam is administered by The Consortium for Service Innovation.

    This certification is intended for individual consultants and trainers who:

    • Have experience teaching/facilitating in a classroom or workshop environment
    • Have experience in customer support and are familiar with current processes, structures, management practices and metrics
    • Have experience with knowledge management in customer support organizations

    Someone who holds a KCS v6 Trainer certification is able to:

    • train, facilitate, make judgments, and explain how to apply KCS Principles and Core Concepts, Practices, techniques, and adoption best practices based on a thorough understanding of KCS
    • facilitate workshop exercises and handle objections
    • ensure KCS alignment with customer service best practices
  • Outcomes of Certification

    Completing the Certified Trainer program means you are qualified to teach the KCS Overview, KCS v6 Practices (1.5 day, 2 day, or 2.5 day), and the KCS Leadership workshops. The KCS Coach Workshop and the Intelligent Swarming Workshop have additional trainer certification requirements.

    Full program details are available in theKCS Trainer Certification Instructions.

    Benefits of having certified trainers on your team:

    • Identify experienced KCS trainers who understand the relationships between KCS Principles and Core Concepts, Practices, and techniques
    • Verification that individuals have the competencies required to teach the KCS methodology
    • Certified KCS Trainers can offer perspective and guidance on adoption challenges
    • Reduced time to obtain benefits from KCS and reduction in “restarts” of KCS initiative

  • Certification Process

    Overview of the Certification Process:

    • Attend an in-person KCS v6 Practices Workshop (full 2.5 day version)
    • Be KCS v6 Practices Certified
    • Work with CATALYNK to complete the application to become a KCS Certified Trainer
    • Organize and co-teach an in-person KCS v6 Practices Workshop with a CATALYNK KCS Certified Trainer. The Certified Trainer must complete the Assessment form verifying your understanding and training capabilities.
    • Pass the KCS v6 Certified Trainer exam
    • Review, sign and abide by the KCS Workshop License Agreement.

    CATALYNK will assist you with reviewing all aspects of the KCS Trainer Certification instruction, including descriptions, fees, and resources involved in these steps.

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