Team Meeting Summary: KCS Across the Organization

KCS Across the Organization Team Meeting 7-9 February 2018 Hosted by University of Phoenix in Tempe, AZ Discussion Topics Enterprise Content Management vs Knowledge Management – David Kay, DB Kay & Associates KCS in Professional Services – Jim Mullins, DellEMC and Stephenie Gloden, AgileField KCS v6 Adoption Guide – Greg Oxton, Consortium and Jennifer Crippen, DB Kay & Associates KCS Assessment and Maturity Model – Jacob Watts, Red Hat, Natalie…

Register now for the 2018 Member Summit: March 19-21 in Napa, CA

  The 2018 Member Summit will be held March 19-21 at the Westin Verasa Napa in Napa, CA. Click here for registrations and logistics.  

New Case Study: Quest Publishes in the Workflow

  A new case study is up on the KCS Resources page at the KCS Academy: Quest Publishes in the Workflow   The KCS v6 Practices Guide says we should share most of what we know externally as quickly as we can. To increase the use and success of self-service, 90% of the articles in the KB should be available externally immediately or within 90 minutes. At Quest, they’ve met…

Frequently Asked Questions about KCS v6

For KCS v6 documentation and resources, click here. For KCS v6 certification programs for people, click here. For KCS v6 Verification program for tools, click here. How was KCS® developed? How many organizations are doing KCS? Who owns the KCS methodology? How do I get started on implementation? Why does the Consortium make the KCS documentation available for free? The KCS v6 Practices Guide and other documentation is licensed under…

New Case Study: Leveraging KCS and Communities at Extreme Networks

  A new case study is up on the KCS Resources page at the KCS Academy: Leveraging KCS and Communities for Customer Success at Extreme Networks How Extreme Networks improved loyalty and won the top spots on customer web searches with a disciplined, data-driven approach to KCS and communities.    

2016 Executive Summit: Video Summary

The Consortium for Service Innovation’s 2016 Executive Summit convened in Colorado Springs, Colorado to discuss Shared Services Strategies and skills utilization across the organization. As business models and modes of interaction shift toward more personalized, often subscription-based products and services, Consortium member companies are focusing on customer productivity and success as a differentiator. Because many members have mature KCS implementations with strong self-service offerings to address known issues, an opportunity…

Introducing KCS v6

We are pleased to announce the launch of KCS v6! KCS v6 is the culmination of 24 years of collective thinking, investment, experimentation, and insight by the members of the Consortium for Service Innovation.  Current documentation includes: KCS Principles and Core Concepts KCS Practices Guide v6 FAQ about KCS For the most current information about updates to the KCS certification programs, please visit the KCS Academy.        

Intercontinental Clement Monterey Hotel

Register now for the 2017 Member Summit: April 3-5 in Monterey, CA

  The 2017 Member Summit will be held April 3-5 at the Intercontinental The Clement Monterey in Monterey, CA.  Click here for registrations and logistics.  

Strategy for a Global Support Experience: Team Meeting Summary

Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience across multiple channels. After some discussion, we realized the better question was: How do we build a strategy that offers a customer experience which reinforces our brand promise across the globe, in multiple support channels? We began by defining our…

Should we lock down our knowledge base?

What is standard industry practice? What are the pros and cons?   Consortium members are all over the map on whether or not to put their knowledge base content out into the world for Google to index.  Unfortunately, there is no easy answer or best practice!  It really depends on your business model, your customer engagement strategy, and your brand promise.  Some members protect everything; customers don’t get access to…

Benefits of Membership

Click here for membership levels and information.

Click here for a pdf on the benefits of membership.


KCS Principles and Core Concepts. The foundation of the methodology.

KCS v6 Practices Guide
A comprehensive how-to guide.

KCS v6 Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

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