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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 web site at

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 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.

About the KCS v6 Fundamentals Certification Exam

The KCS v6 Fundamentals Certification exam is not proctored and is comprised of 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.

Certification fee:  $85 (plus any applicable taxes)

Exam retake fee:  $85 (plus any applicable taxes)

All fees are non-refundable. 

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

Education and Reading List

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?”

Click here for the KCS v6 Fundamentals Study Guide.


Exam Results

No score is given after completing a KCS v6 Fundamentals Certification exam. At the completion of the exam a Pass/Fail result will be displayed.  If a Fail result is displayed, the candidate will receive an email containing feedback regarding the major topics areas on which to focus before retaking the exam. If there is no feedback provided, there was no major topic area to focus on.

The intent of the exam is not to teach, but to test if you have the minimum amount of knowledge to meet the requirements of the KCS certification you are seeking.

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. The percentage of correct answers required to pass is not released in order to protect the integrity of the exam.

If you get a high percentage of items wrong in one section of objectives, you will receive an email telling you which section to study, if you fail and don't receive any specific section information, please refer back to the Study Guide provided and review the objectives as a whole.


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

All certification criteria must be met within one year from payment submission to receive the certification.  To retake a non-passing exam, a retake fee of $85 and a seven (7) day wait period is required.  Should a second retake be necessary, an additional retake fee of $85 and seven (7) day waiting period is required.  The exam cannot be taken more than three times.


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.

Registration, Payment, and Scheduling Exam


Step 1: Visit the Webassessor Registration Page and create an account:



Step 2: Register for Exam

Step 3: Select + KCS v6 Fundamentals Catalog to view exam selection.  



Step 4: Enter payment by credit card or prepaid coupon code.  Coupon codes are given to those who have pre-paid for the exam as part of the KCS v6 Fundamentals Online Course


Check out:

Step 5: Receive "Examination Registration Confirmation" Email.  This email will contain important information about your exam, including instructions about how to launch it.

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