HDI Knowledge-Centered Support Fundamentals eLearning Course
Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the absorption and distribution of new ideas, and eliminate redundant work. A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top performing companies and often provides them with a competitive advantage.
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Certificate: KCS Foundation
Duration: 5-6 Hours
Delivery Method: Web-based eLearning
Available Languages: English
Purchase Options: Pay per use Courseware
HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.
- Exam Prepration Guide
- Mock Exam
What Will You Learn?
Knowledge management best practices.
- Knowledge-Centered Support concepts and methodology.
- The value and benefits of adopting Knowledge-Centered Support.
Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with a knowledge management initiative.
Modules Covered in Course
- The History of Knowledge-Centered Support (KCS)
- The Concepts of KCS
- The Benefits of KCS
- Proactive versus Reactive Knowledge Management
- The Knowledge-Centered Support Model
- The Double Loop Process Model
- Capture in the Workflow
- Structure for Reuse
- Searching is Creating
- Just-in-time Solution Quality
- Content Vitality
- Wrapping Up the KCS Methodology
- Performance Assessment
- Return on Investment
- Conclusion Register
|| Closed Book
|| 75 minutes
| No. of Questions
|| 65 multiple choice questions
| Pass Grade
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For Detailed Information Refer to the Course Fact Sheet