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Consortium for Service Innovation

KCS v6 Fundamentals Certification Instructions

About the KCS v6 Fundamentals Certification

The KCS v6 Fundamentals Certification is offered by the KCS Academy.  The KCS v6 Fundamentals Certification designates individuals who demonstrate a basic understanding of the KCS concepts including the benefits of KCS and the creation, reuse, and improvement of knowledge articles.  The certification standards and exam are developed and maintained by a committee of members from the Consortium for Service Innovation.

The KCS Academy is the certifying body for KCS as designated by the Consortium for Service Innovation (the owners of KCS).  The Consortium does not acknowledge any KCS credentials or certifications other than those offered by the KCS Academy. For more information about the KCS Academy certifications please visit the KCS Academy web site.

Intended Audience

This certification is intended for individuals who require a basic understanding of the KCS methodology and the capture, structure, and improvement of knowledge articles. This includes knowledge workers who are interacting with internal or external customers or peers.

Individuals pursuing KCS v6 Fundamentals Certification are:

  • Internal Support Agents
  • External Support Agents
  • Knowledge workers fielding interactions with employees and peers
  • Knowledge workers fielding interactions with customers
  • Anyone interested in learning the basics of KCS

Eligibility Requirements

There are no prerequisites to take the KCS v6 Fundamentals Certification exam, although the KCS v6 Fundamentals Online Training Course is strongly recommended.  Certification is awarded upon successfully passing the exam.

Certification Fees

  • KCS v6 Fundamentals Exam: $95 (plus any applicable taxes)
  • Exam retake fee:  $95 (plus any applicable taxes)
  • All fees are non-refundable. 

Registration, Payment, and Scheduling Exam

Step 1: Visit the KCS Academy eTrainCenter registration page and create an account

Step 2: Log into your account and add to your shopping cart one of the following: 

course catalog for fundamentals exam options .png

Step 4: Enter payment via PayPal or credit card. You will receive two emails: one order confirmation and one receipt for payment.

Step 5: Launch exam in your eTrainCenter account.  You have 12 weeks after payment to launch the exam.  Otherwise your exam will be marked as "failed."

About the KCS v6 Fundamentals Certification Exam

The KCS v6 Fundamentals Certification exam is not proctored and is comprised of about 25 multiple-choice questions.  The allotted time to complete the exam is one hour. 

There are no breaks during the exam. 

Reference materials can be used during the exam.

Exam Topics and Objectives 

Reading List and Study Guide

The certification exam covers the following:

  • The Principles and Core Concepts of KCS 
  • KCS Benefits
  • The KCS Article
  • The Process for Creating a KCS Article
  • Process Integration - Integrating the KCS Process into the Workflow
  • Performance Assessment - Measuring the knowledge worker's KCS Performance

Completing the KCS v6 Fundamentals Online Training Course is strongly recommended but not required.  This is a self-paced, interactive training that is available for a separate fee, and is usually completed in 60-90 minutes.

The exam is based on the generic practices as described in the Study Guide.  No specific product or technology is covered in the exam. Specifics about individual company content standard, roles, workflow, and life cycle states that are unique to an organization are not included in the exam.  The exam was built with the idea of answering the following question: "If you hired someone to capture, structure, and reuse knowledge based on interactions, what would you expect them to know and understand about KCS?”

Exam Results

At the completion of the KCS v6 Fundamentals Certification exam, you will receive a graded percentage, along with individual topic scoring.  This information is stored in and available only to you through your KCS Academy eTrainCenter account.

This level of exam feedback is only available for the KCS v6 Fundamentals exam as your first step along the KCS certification journey.

The pass line, or cut score, is not the same as an A-F grading scale. The pass line is set at the minimum amount of correct answers based on the questions on the exam.  The passing percentage was determined using psychometric calculations and statistically sound sample testing results.

If the candidate's exam registration was paid for by the candidate's company, that company has the right to receive the Pass/Fail exam result. Registrations paid for by an individual candidate will be kept confidential.

Exam Retake

To retake a non-passing exam, a retake fee of $95 is required.  Return to the catalog and choose Retake Exam 202.2.  Should an additional retake be necessary, please contact us.  An additional retake fee of $95 and seven (7) day waiting period is required.  The exam cannot be taken more than three times.

Languages

The KCS Certification is currently only available in English.  Testing centers are worldwide.

Certification Renewal

Certification begins on the date of passing the online exam and ends one year after the KCS Academy releases the next iteration of KCS Practices certification.  KCS v6 certification was released on September 1, 2016.

KCS Community Rules of Conduct

Participation in KCS Academy certification activities indicates that you have read and agree to the Consortium's Member Rules of Conduct.  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.

 

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