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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$345.00 excl tax

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Course Details

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.

Comprise of

  • 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
  • Workflow
  • Content Vitality
  • Wrapping Up the KCS Methodology
  • Performance Assessment
  • Leadership
  • Return on Investment
  • Conclusion Register

Exam Facts

 Delivery  Online 
 Format  Closed Book
 Proctoring  Web-Proctored
 Duration  75 minutes
 No. of Questions    65 multiple choice questions 
 Pass Grade  80%

Get Started in Minutes

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For Detailed Information Refer to the Course Fact Sheet 

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