The KCS Verified v5 program is opportunity for vendors to demonstrate their support of the Consortium for Service Innovation’s Knowledge-Centered Support (KCS) practices. The program is open to all vendors who supply knowledge management functionality. The KCS Verified v5 designation is for major releases of products which successfully complete the KCS Verified v5 process. Membership in the Consortium is not a pre-requisite, however, for those companies who are members, there are additional benefits such as participation in the KCS program team and the opportunity to publish joint case studies and white papers.
Knowledge-Centered Support is a proven, vendor-neutral methodology that was developed and put to the test by the members of the not-for-profit Consortium for Service Innovation. The membership is made up of a collection of leading customer support organizations. The goal of KCS is to capture and structure an interaction and reuse the knowledge gained. The result is improved operational efficiency, employee moral, and customer satisfaction. KCS is not just about the technology but the principles and practices that have to surround the tools in order to be successful. Consortium members continue to hone the KCS process. Meanwhile, they and many other support organizations are adopting these proven practices.
The Consortium has developed a list of minimum functional criteria and a set of scenarios through which vendors demonstrate their tools' ability to support the KCS practices. Once the formal process of verification is complete for a product, the vendor will have specific rights and privileges to marketing materials. These include:
While it is not necessary for vendors of KCS Verified products to be members of the Consortium for Service Innovation, there are additional benefits for vendors with KCS Verified products who are Consortium members. As a benefit of membership, the vendor can participate in the continuing evolution of KCS by attending the Consortium's program team meetings. Additionally, the Consortium will support Verified Members by participating in or contributing to the following (vendor-hosted) yearly activities, including promoting Consortium-related activities through KCS Academy channels.
For Verified vendors who are not members of the Consortium for Service Innovation, the above services are available for a fee.
The Consortium has developed a list of minimum functional criteria and a set of scenarios through which vendors demonstrate their tools' ability to support the KCS practices. The consumer looking to purchase a technology to support KCS v5 functionality can use the vendors’ completed Self-Assessment Worksheets as a starting point for a request for a proposal (RFP) and as a learning tool to start the conversation. The completed Self-Assessment Worksheets can be obtained from the tool’s vendor. This verification does not replace the consumers responsibility to do due diligence in the tool selection process.
KCS Verified v5 Application Fee
KCS Verified v5 Designation Fee
KCS Verified v5 Application fee for previously KCS Verified products
KCS Verified v5 Designation fee previously KCS Verified products
KCS Practices v5 Certification
*plus any applicable taxes
Please note: while the Consortium for Service Innovation is working on updating the KCS practices, there are no plans to update the Verified program or requirements in the next twelve months.
See www.thekcsacademy.net/get-verified for additional resources including Self Assessment Worksheets and the Technology Demo Script.
Do No Harm: Be responsible and don't misrepresent yourself, claim false credentials or expertise, or give advice in a way that might cause someone harm. Don't incite or advocate harmful, derogatory or illegal practices.
Most of what the Consortium for Service Innovation and the KCS Academy Inc. creates is offered with a "right to use with attribution" agreement. Two exceptions to the right to use with attribution are the licensed materials for the KCS workshops and the contents of the Certification Exams. "Do No Harm" includes do no harm with respect to the integrity of the licensed materials and the value of the Certification Exams. You agree not to copy, distribute or discuss the questions and/or answers on any of the Academy's Certification Exams or in any way diminish the value and integrity of the Certification programs.
Sunshine Rule: Don't do anything that you would be embarrassed about having covered in an article on the front page of the Wall Street Journal. And, if in doubt, don't.
Communications: This is your network. Most people have a common-sense feel for what is and what is not appropriate in the network and generally the network polices itself. The following boundaries of acceptability or ground rules are offered for reference should the need arise.
Offensive Messages: Messages personally attacking, calling names, or otherwise harassing or being disparaging to another member, or any ethnic or religious group will be deleted. Offensive and/or vulgar language is not appropriate.
Adult Content/Illegal Activity: Messages containing sexually oriented or suggestive dialog, content, or links to such will be deleted. Messages with links to or suggesting illegal activity will also be deleted. Either could result in loss of access to the network.
Religious and Political Topics: These topics generally just cause bad feelings and do not align with the intent of the KCS network.
Other: The Academy will make an effort to remove ANY objectionable content in a reasonable time. We reserve the right to remove any content without providing a reason.
Vendor Specific Rules: There are vendors and consultants who have products and services that may help people resolve issues or increase their success with KCS. These vendors and consultants are welcomed and encouraged to participate in the discussions. Product features or service offerings may be discussed in response to an inquiry, however, to avoid the intrusion of overt sales messages in network interactions vendors are asked to:
Most vendors currently participating add value, but failure to adhere to any of these rules will result in content being deleted and possible loss of access to the KCS network. (Not to mention the bad image inappropriate behavior will create for your company.)
Lack of adherence to these rules of conduct will be grounds for loss of certification status and exclusion from the KCS network at the KCS Academy's discretion.