Knowledge Centered Service (KCS) Expert

Issued by IBM

To earn the KCS Expert badge, applicants must demonstrate not only consistent application of all the core KCS fundamentals and mastery of the primary platforms we leverage, but also to have gone above and beyond to improve the state of shared knowledge for both our clients and the Support organization as a whole. They will be recognized and accomplished leaders in the space of knowledge management who make a significant impact in efforts to improve and expand our base of shared knowledge.

Type Validation
Level Advanced
Time Weeks
Cost Free

Additional Details

Skills

Earning Criteria

Must be an employee of IBM
Demonstrate understanding of KCS Fundamentals by achieving an 80% or higher pass mark on an assessment based on the core KCS training material provided (a series of short videos). For those who have already earned their KCS Practitioner (Professional level) badge, this milestone is already marked as completed.
Candidates will provide 4 examples of their proficiency with the primary tools and platforms associated with the practice of KCS at IBM, including but not limited to ARM, Drupal, Search, Chatbot, and knowledge-centric case management. These examples will highlight how the tools have been properly used within the KCS methodology to share knowledge. A thorough review of recent cases will then be done to ensure that KCS fundamentals and appropriate knowledge handling are practiced consistently.
Provide 3 examples where you acted as a leader or coach in an effort to improve the state of shared knowledge within your organization. Describe the area of need or opportunity identified, the steps taken to achieve each goal, and how that work benefited client and the organization. Include specific details on product, timeframe, etc as well as the names of anyone you collaborated with (e.g. KCS Quality Deep Dives, ARM health, backlog reduction, chatbot optimization, coaching, training, etc)
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