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KCS v6 Aligned Instructions
The Consortium for Service Innovation partner network is a community of organizations that share a commitment to advancing Knowledge-Centered Success (KCS) practices and helping organizations achieve better business outcomes. Our partners extend the reach of Consortium methodologies by delivering consulting, training, technology, and implementation expertise that enables customers to successfully adopt and sustain KCS.
KCS v6 Aligned Tools
The KCS Aligned Tools designation recognizes technology solutions that support and enable knowledge-centered ways of working. These tools help organizations capture, manage, discover, improve, and apply knowledge throughout the flow of work while providing the capabilities needed to accelerate knowledge sharing, improve self-service, and power AI-driven experiences. Examples of these tools include but are not limited to:
- Knowledge creation and continuous improvement – Features that make it easy to capture, find, reuse, update, and improve knowledge as work is being performed.
- Knowledge quality and governance – Tools that help organizations create consistent, trustworthy knowledge through content standards, review workflows, metadata, and lifecycle management.
- Knowledge-powered workflows – Functionality that embeds knowledge into support processes, case management, AI assistants, and employee or customer experiences to encourage knowledge reuse before creating new content.
- Search and discovery – Intelligent search, recommendations, semantic search, and contextual retrieval that help users quickly find relevant, trusted knowledge.
- AI-enabled knowledge experiences – Capabilities that leverage organizational knowledge to power generative AI, virtual agents, copilots, or conversational experiences with grounded, reliable responses.
- Measurement and insights – Dashboards, analytics, and reporting that provide visibility into knowledge effectiveness, content usage, self-service success, operational performance, and customer outcomes.
- Knowledge intelligence – Analytics that identify content gaps, emerging trends, duplicate content, opportunities for improvement, and patterns that support continuous organizational learning.
KCS v6 Aligned Tool Benefits
- Inclusion in our online directory of KCS Aligned Tools
- Digital assets including a Credly Badge, KCS Aligned logo and style guide for use in your marketing materials
- The opportunity to sponsor Consortium-hosted and -promoted Vendor Series webinars, where you can share your customer success stories with our community of practitioners and the public.
- Aligned Tool vendors who also hold Consortium Membership may help establish and participate in a Community of Practice for their solution, offering direct collaboration with Consortium Members who use the tools every day
- Opportunities for sponsorship and visibility at Consortium events, including our annual Service Innovation Summit.
KCS v6 Aligned Tool Designation Process
Total cost of designation: $2,400 with an annual $500 renewal fee (Cost in USD, plus any applicable taxes).
Need help? Please reach out to support@serviceinnovation.org.
Step 1: Apply to be an Aligned Tool
- Complete the KCS Aligned Application and provide the $1,200 application fee.
- Have one or more of your staff achieve KCS Fundamentals Certification.
Step 2: Aligned Tool Review
- Complete the Aligned Tool Assessment worksheet. View an example worksheet here. Consortium staff will provide an Assessment Worksheet specific to your organization as part of the application process.
- Consortium staff will schedule a time to review the worksheet and get a demonstration your solution.
Step 3: Aligned Tool Designation
- Upon approval, congratulations! Complete the KCS Aligned Designation Form and provide the $1,200 designation fee.
- Sign the provided Aligned License Agreement
- Consortium staff will provide your digital assets and work with you on your Aligned Tool directory entry.
Ongoing: Aligned Tool Renewal
Your Aligned Tool Designation is in effect for one year from the License Agreement date. For each year that follows:
- Complete the KCS Aligned Renewal form and provide the $500 renewal fee.
- Ensure that your Aligned Tool Assessment Worksheet reflects the latest features and capabilities of your tool.
KCS v6 Aligned Services
The KCS Aligned Services designation recognizes organizations with deep expertise in KCS principles and practices that help customers successfully adopt, implement, and sustain knowledge-centered ways of working. These services accelerate organizational change, improve knowledge maturity, and maximize the value of KCS. Examples include, but are not limited to:
- KCS readiness and maturity assessments – Evaluate current practices, identify opportunities for improvement, and develop implementation roadmaps.
- Strategy and implementation planning – Facilitate workshops to define goals, align stakeholders, and design a successful KCS adoption strategy.
- Organizational change and adoption – Guide leadership, communication, coaching, and change management efforts that drive lasting behavioral and cultural change.
- Technology evaluation and implementation – Help organizations evaluate, select, configure, integrate, and optimize technology that supports KCS practices.
- Knowledge and self-service strategy – Design knowledge management and self-service experiences that improve customer outcomes and enable AI-powered support.
- Process and workflow optimization – Align support processes, knowledge workflows, governance, and operational practices with KCS principles.
- Training, coaching, and enablement – Provide coaching, workshops, and learning experiences that complement official Consortium training and help teams apply KCS successfully in their day-to-day work..
KCS v6 Aligned Service Benefits
- Inclusion in our online directory of KCS Aligned Services
- Digital assets including a Credly Badge, KCS Aligned logo and style guide for use in your marketing materials
- The opportunity to sponsor Consortium-hosted and -promoted KCS in Action webinars, where you can share your customer success stories with our community of practitioners and the public.
- Opportunities for sponsorship and visibility at Consortium events, including our annual Service Innovation Summit.
- The opportunity to offer Consortium online training through a Reseller Agreement.
KCS v6 Aligned Service Designation Process
Total cost of designation: $2,400 with an annual $500 renewal fee (Cost in USD, plus any applicable taxes).
Need help? Please reach out to support@serviceinnovation.org.
Step 1: Apply to be an Aligned Services provider
- Complete the KCS Aligned Application and provide the $1,200 application fee.
- Ensure that your staff holds current KCS Practices Certification.
Step 2: Aligned Services Review
- Submit materials that demonstrate how your services align with KCS Principles and Practices. This may include but is not limited to a statement of work and relevant deliverables, workshop learning objectives, agenda, and presentation materials.
- Consortium staff will schedule a time to review and discuss your materials and services.
Step 3: Aligned Services Designation
- Upon approval, congratulations! Complete the KCS Aligned Designation Form and provide the $1,200 designation fee.
- Sign the provided Aligned License Agreement
- Consortium staff will provide your digital assets and work with you on your Aligned Tool directory entry.
Ongoing: Aligned Services Renewal
Your Aligned Services Designation is in effect for one year from the License Agreement date. For each year that follows:
- Complete the KCS Aligned Renewal form and provide the $500 renewal fee.
- Review any updates or new offerings with the Consortium staff.