The Knowledge Management Education Hub

Certification Courses

Knowledge-Centered Service (KCS) Certification

• KCS Practices v6 Workshop & Certification (3 days)

Past certification courses

• RightAnswers Knowledge Management Certification
• RightAnswers Agent Certification
• RightAnswers Center of Excellence Certification
• Knowledge-Centered Service Practices V6 Workshop & Certification
• Knowledge-Centered Support Practices V5**

Training

Knowledge-Centered Service (KCS) Training

• Knowledge-Centered Service Coach Development Workshop (2 days)
• Knowledge-Centered Service Leadership V6 Overview Workshop (1 day)
• Knowledge-Centered Service Practices V6 Overview Workshop (1 day)
• KCS 101 Overview Training (90 min)
• Intelligent Swarming Insights Workshop (1 day)

Past training

• Knowledge-Centered Support Practices Overview**
• Knowledge-Centered Support Leadership**
• Knowledge Management Training** (Solution Manager Authoring Tool, Portal Administration, Reports Overview, Portal Functionality – Train the Trainer, Best Practices for Adoption, Solution Manager I – Training for Authors**, Solution Manager II – Advanced Features and Administration Functions**)
• KCS Fundamentals**

Conferences

• IMPACT – RightAnswers Knowledge Conference
  IMPACT is Right Answers’ Annual Knowledge (formerly User) Conference to showcase the impact using RightAnswers in your organization. Meet and mingle with other professionals who use RightAnswers and learn the Impact it has had on theirs. It brings together RightAnswers’ users with industry experts and RightAnswers staff to share their knowledge and learn about the latest in delivering superior service to your employees and customers.
  • 4th IMPACT Conference, October 20-23, 2014, Orlando, FL, USA
    Program n.a.

    Highlights:
    Driving Agent Adoption
    Using Video Content for Smarter Service
    The Importance of Analytics
    Gamification: The Future of Work
    The Culturetopia Effect: Building a High-Performance Culture (keynote)
    Creative Deployments: Benefits of Thinking Outside the Box

  • 3rd IMPACT Conference, March 4-7, 2013, Orlando, FL, USA
    Pre-conference Certification & Training: (Mar 4-5)
    RightAnswers Knowledge Management Certification Class (2 days)
    Solution Manager Deep-Dive Training Class
    Reporting Deep-Dive Training Class

    Conference Sessions:
    Breakfasts with Birds-of-a-Feather sessions
    Interactive Round Table sessions
    RightAnswers Client Presentations
    Awards Luncheon

    Keynotes/Featured Talks:
    The Role of Social Media in Providing Great Support (Keynote)
    Dealing with Change in Your Support Environment (Featured Talk)
    Knowledge Centered Service (Featured Talk)

  • 2nd IMPACT Conference, October 11-13, 2011, Jersey City, NJ, USA
    Pre-conference Training: (Oct 11)
    Solution Manager Training
    Administration Training
    One-on-One meeting with management team

    Conference Sessions:
    Breakfast with Birds-of-a-Feather (2)
    General Sessions (2)
    Educational track Sessions (16)
    RightAnswers User Stories (2)
    Round Table Sessions (6)

    Keynotes: (1)
    n.a.

  • 1st IMPACT Conference, October 5-7, 2010,Red Bank, NJ, USA
    n.a.

Webinars

Recorded webinars (available on-demand)

Aug 2024: Why Having a Robust Knowledge Strategy Sets You Up for AI Success (Fireside Chat); Connected Knowledge: The evolution of connected knowledge delivery for the modern contact center (Replay)
Jun 2024: Faster, Easier, Better: Coaching Enablement via your Knowledge Base (part of the CSI’s KCS Verified Vendor Series)
Apr 2024: Mastering Knowledge Management with Content, KCS, and Consulting (roundtable)

Sep 2023: Connected Knowledge: The evolution of connected knowledge delivery for the modern contact center; Unleash the power of knowledge management to deliver exceptional customer experiences
Apr 2023: Reimagining knowledge with ChatGPT

On-demand Webinars

Ask Me Anything: KCS Edition
Maximize your Investment in ServiceNow with Added Knowledge
KCS for Better Self-Service
[KCS WEBINAR] Coaching Lessons for Successful KCS
A Connected Knowledge-Strategy for the 2020’s Enterprise
Challenges of Implementing KCS and How to Address Them
KMWorld – Game Changing Breakthroughs in KM
Leadership Lessons for Successful KCS
Customer Talk Webinar Series: How Paychex Leverages Knowledge Management during the COVID-19 Crisis
Customer Talk Webinar Series: Fiserv’s Knowledge Transformation
I’m Knowledge-Centered Service Certified – Now What? 5 Tips to Prepare you for Knowledge Management Success
The Do’s and Don’ts of Knowledge-Centered Service: A Case Study from Paychex
Accelerate Your Knowledgebase Transformation
Knowledge-Centered Service at the Core of Your Service
Top 5 Reasons Why Chatbots Should Be Powered by Knowledge Management
5 Easy Steps to Maintain a Successful Knowledge-Centered Service Implementation
Knowledge Health Check Your Way to Success
What’s Your Return on Knowledge?
How to Progress with Knowledge-Centered Service
Getting Started with Knowledge-Centered Service
Onward and Upward with Knowledge-Centered Service
Knowledge is Power. And Customer Loyalty. And Increased Revenue.
Knowledge Support Communities: Collaborative Transformation
Knowledge-Centered Service® v6: W hat’s in Store?
It’s Budget Season – Justify Your Investment in Knowledge Management
Is Knowledge-Centered Service Lean? And Why Does it Matter?
Leverage Your Knowledge Business Processes to Maximize Growth
Transforming Support Across the Enterprise with RightAnswers Knowledge Hub for ServiceNow
Knowledge Management Is Not Optional at First American
5 Things You NEED To Do To Become a Knowledge-Centered Service Shop Now!
6 Ways to Increase Agent Adoption of Your Knowledge with Knowledge-Centered Service So You Think You’re Doing Knowledge-Centered Service
Creating a High Quality Knowledge Base
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So You Think You’re Doing KCS?
Doing KCS Right: How Paychex Won the HDI Knowledge-Centered Support Award
6 Ways to Increase Agent Adoption of Your Knowledge with KCS
Abracadabra! Answers Appear Like Magic: Deliver Instant Knowledge with Online Contextual Help
Knowledge Management Success Story – Viewpoint Improves the Customer Experience and Reduces Costs
CRM Magazine Roundtable – Next Step in Intelligent Support – KM+CRM
Enabling KCS Adoption – A New Game in Town, co-hosted by Greg Oxton
Keep Salesforce – Add RightAnswers for KCS and Beyond
Knowledge Services (KaaS) – The Difference between Failure and Success
How Paychex Transformed Customer Service by Adopting a Knowledge Culture
Creating a High-Quality Knowledgebase: Lessons from the MasterChef Kitchen
The ABCs of KCS
A Pink Elephant & RightAnswers Webinar – Your Infrastructure Is Incomplete Without Knowledge Management
Gamification to Increase Knowledge Quality, Adoption and Usage
Get the Killer Combination: Knowledge-Centered Support (KCS) and ServiceNow
Critical Factors for KCS Success
Ensure Your Long-Term Success with Knowledge-Centered Support (KCS)
Thinking About Knowledge-Centered Support (KCS)?
Now That’s ROI! Your Knowledge Initiative Live in 90 Days or Less
Watch the webinar
Building a Business Case & Justifying Knowledge Management
Moving Knowledge Management into Your ServiceNow Environment

Podcasts

Connected Knowledge Podcast (selected episodes)

2024
#18 The Dos and Don’ts of AI Knowledge Assistants
#17 Knowledge’s Impact on an Organization’s Change Management
#16 How to Know if Your KMS Needs an Upgrade
#15 How Knowledge Management Guides Employee Journey Mapping
#14 Keeping Your Knowledge Compliant for Ever-Changing Systems
#13 Trends, Tools, and Human-Centered AI at KMWorld

2023
#11 How to Maximize Knowledge Management for Agent Effort and Productivity
#10 How Connected Knowledge Enhances Patient Access and Experience
#08 Behind the Knowledge-Centered Service Curtain
#06 Unpacking the Role of Generative AI for Knowledge Management
#05 Connected Knowledge via Integrations, Delivery, and Self-Service