KCS v6 Verified Instructions

Eligibility

• The KCS v6 Verified Tools program is for product suites (CRMs, Knowledge or Content Management Systems, etc.) that currently or could enable all eight KCS practices. See Self-Assessment Worksheet for complete functional requirements.
  1. Capture search queries and issue resolution details to become knowledge base articles.
  2. Structure knowledge base articles via templates for efficiency and consistency
  3. Reuse knowledge by linking knowledge base article to cases for tracking and actionable insights
  4. Improve knowledge by enabling Knowledge Workers to limit duplicate content and immediately fix articles in their workflow or flag articles for follow-up
  5. Content Health indicators based on metadata for validation, lifecycle, and self-service success
  6. Process Integration to integrate knowledge management activities into search and existing workflows
  7. Performance Assessment to promote learning and growth for individuals and teams and assess the success of KCS programs
  8. Leadership and Communication to ensure those involved understand how their participation and contribution makes a difference in the context of the big picture
• Less stringent KCS v6 Aligned Tools complement or enable KCS best practices.
• Being a Consortium for Service Innovation Member is recommended but not required.

Steps to Get KCS v6 Verified

1. Obtain KCS v6 Practices Certification from the Consortium for Service Innovation
   • The representative from the candidate company who will be conducting the demo of the criteria must hold a KCS v6 Practices Certification.
2. Complete KCS v6 Verified Application and submit payment.
   • Application contains the candidate company name and contact info, product name and version number, incident tracking system name and version number and any other additional software requirements, the name and title of the representative who will be conducting the demo, and proof of KCS v6 Practices certification. 
3. Complete the Self-Assessment Worksheets and sample reports as described on the Performance Assessment tab of the worksheets and submit to support@serviceinnovation.org.
   • The Self-Assessment and the copies of the reports is a structure for vendors to describe their offerings and additional features and make it available as part of their KCS v6 Verified program.
4. Conduct demo following the KCS v6 Verified Technology Demo Scripts
   • Vendor request a virtual assessment at least three weeks prior to desired date. Submit demo request to support@serviceinnovation.org
   • Consortium staff will confirm the KCS functionality criteria. The demo must follow the KCS v6 Verified scenarios, not a generic sales presentation, and must not exceed three hours in length.
5. Submit the Designation form and fee, and sign and submit License and Logo Use Agreements
   • If the Consortium believes there are criteria that are not met, the vendor is informed of the missing criteria and the KCS v6 Verified designation is declined. The vendor may choose to make product improvements to address the missing functionality and demonstrate it within one year of initial payment without an additional application fee.
   • Vendor makes completed KCS v6 Verified Self-Assessment Worksheets available.

Verified Vendor Resources

• KCS v6 Verified Credly Digital Badge
  • Issued to main representative of company who can accept and publish
• KCS v6 Verified logo for use on software packaging or marketing materials
• A KCS v6 Verified Style Guide defining acceptable use of the logo and color information.
• Guidelines for a quote from the Consortium should the vendor wish to issue a press release about attaining KCS v6 Verified status
• Listing of v6 Verified products with links to the vendor’s webpage on KCS v6 Verified Tools page, subject to annual renewal process

KCS v6 Verified Pricing

Prerequisite: The representative from the candidate company who will be conducting the demo must hold a KCS v6 Practices Certification ($450 exam fee required plus cost varies for optional instructor-led workshop).