Brianne Wright
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KCS Study Guide Quiz on KCS Study Guide for V6, created by Brianne Wright on 03/01/2017.

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Brianne Wright
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KCS Study Guide for V6

Question 1 of 27

1

Which Statement describes a benefit of Capture in the moment?

Select one of the following:

  • It will ensure a high Article Quality Index (AQI)

  • It makes the issue, notes and progress in solving the issue available to others

  • It contributes to the team goals for Article creation and reuse (create early, create often)

  • It improves productivity and credibility to create the Article after the resolution step in the workflow

Explanation

Question 2 of 27

1

Which criteria determines if a statement is relevant to include in an Article?

Select one of the following:

  • It is how the customer perceives the issue

  • It is all the possible ways the Support Nalysts anticipates that a customer might describe the issue.

  • It is how the Support Analysts perceive the issue

  • It is one of the selections from a predefined list of issues

Explanation

Question 3 of 27

1

A KCS Publisher has a practice of making notes in a notepad as she works a customer issue. When the customer's issue has been resolved, the KCS Publisher uses her notes to create a new Article in the knowledge base.

Which of the eight KCS practices is being violated and in which loop is this practice found?

Select one of the following:

  • Capture, in the Solve Loop

  • Capture, in the Evolve Loop

  • Structure, in the Review Loop

  • Structure, in the Resolve Loop

Explanation

Question 4 of 27

1

Which of the three statements identify the importance of the visibility of a work in progress Article when the resolution is not known?
Choose 3 answers

Select one or more of the following:

  • It ensures that incomplete Articles will not show up in searches

  • It lets other analysts in the organization know that the problem has been reported and is a known issue.

  • It ensures that the collective experience of the organization is being captured throughout the process of solving problems.

  • If multiple open incidents have been linked to this work in progress Article, they can be quickly resolved when the Article resolution has been identified.

Explanation

Question 5 of 27

1

What are two benefits of having a KCS Content Standard?
Choose 2 answers

Select one or more of the following:

  • It improves the quality of incidents

  • It defines the structure of an Article

  • It defines the structure of an incident

  • It improves the quality of KCS Articles

Explanation

Question 6 of 27

1

Which two metrics are considered outcome measures?

Select one or more of the following:

  • Profitability

  • Analyst linking rate

  • Analyst success in creating Articles

  • Customer success with self-service

Explanation

Question 7 of 27

1

A company is implementing KCS. They have published a content standard and a KCS Newsletter to keep everyone's attenttion focused on performing proper KCS practices.

To get their knowledge base populated as quickly as possible, they have used programmatic mass migration of the non-KCS Articles from their old knowledge base and they have established a goal of five Articles authored per month per employee. The company is also creating Articles based on web analytics and are creating Articles in the work flow. To ensure compliance with their Content Standard, the company has hired editors to edit the knowledge for public consumption.

The company has noticed that it takes a long time to get knowledge published to the web/.

Which practice is most likely contributing to this? CHOOSE 1 ANSWER

Select one or more of the following:

  • Having editors doing reviews

  • Creating Articles based on web analytics

  • Migrating Articles from the old knowledge base

  • Requiring the Support Analysts to adhere to a Content Standard

Explanation

Question 8 of 27

1

Who should create and maintain knowledge articles?

Select one of the following:

  • Support Analyst

  • Technical Writers

  • Writers in marketing

  • SMEs (Subject Matter Experts)

Explanation

Question 9 of 27

1

What are two ways that structure contributes to the overall KCS process? Choose 2

Select one or more of the following:

  • It allows the capture of chat sessions

  • It allows robust data entry of free form text

  • It improves the readability for non-English speakers

  • It improves some search technologies search results.

Explanation

Question 10 of 27

1

A KCS publisher is working with a customer to resolve an issue. The KCS Publisher could not find the Article using the customer's problem terms, but easily translated the customer's terms to the technically correct terms and found the resolution in an existing article.

What two things should the KCS publisher do?
Choose 2 answers

Select one or more of the following:

  • Reuse the existing Article

  • Flag the existing Article for rework

  • Create a new Article with the customer terms

  • Add the customer terms to the existing Article

Explanation

Question 11 of 27

1

Which two statements are true about the Article Quality Index?
Choose 2 answers

Select one or more of the following:

  • It is used to measure the completeness of a KCS Article

  • It is used as a benchmark quality index for the support industry

  • The AQI is used to measure the how well an Article complies with the content standard

  • Before an Article is published, it should be scored using the AQI process to ensure it is accurate and adheres to standards

Explanation

Question 12 of 27

1

In which order should the problem solving steps be completed?

Select one of the following:

  • 1. conduct research
    2. collect data
    3. search knowledge base
    4. analyze the information

  • 1. collect data
    2. analyze the information
    3.search the knowledge base
    4. conduct research

  • 1. collect the data
    2. search the knowledge base
    3. analyze the information
    4. conduct research

  • 1. conduct research
    2. search the knowledge base
    3. collect data
    4. analyze the information

Explanation

Question 13 of 27

1

Which three elements should be included in a KCS Article? Choose 3 answers

Select one or more of the following:

  • Incident status

  • Resolution steps

  • Customer contact details

  • Customer's problem or question

  • Environment (product names and versions)

Explanation

Question 14 of 27

1

In which two situations should a Support Analyst fix a KCS Article that is a Validated state? Choose 2 answers

Select one or more of the following:

  • The Support Analyst is a KCS Contributor and determines the Article applies to an additional environment.

  • The Support Analyst is a KCS Candidate and finds a technical mistake in an Article and they are confident in the update.

  • The Support Analyst is a KCS Contributor and is confident in the information they want to add to the Article.

  • The Support Analyst is a KCS Candidate and identifies a technical issue with an Article that is not in their product.

Explanation

Question 15 of 27

1

Which two concepts exhibit collective ownership of an organization's knowledge base? Choose 2 answers

Select one or more of the following:

  • The technique of reuse is review

  • A KCS Coach will validate the quality of all Articles before they are published

  • Multiple Support Analysts are required to contribute to the contents of an Article before it is published

  • Support Analysts are responsible for the quality of the Articles they interact with in the knowledge base.

Explanation

Question 16 of 27

1

Which KCS activity improves Article findability?

Select one of the following:

  • Capturing all the way customers described the issue in the symptom field

  • Capturing the customer's context in the cause field

  • Periodically reviewing and updating all Not Validated Articles

  • Expanding Article's environment statements to include all variations of product names

Explanation

Question 17 of 27

1

A customer has contracted the support center via phone and is speaking with the Analyst who has expertise in the problem area.

What should the Analyst do in the process to capture the relevant search words or phrases?

Select one of the following:

  • Concentrate on the conversation with the customer and interpret the customer's view of the problem into proper terms.

  • Take notes on the conversation with the customer to use later to frame the description of the issue.

  • Take notes in the knowledge management tool as the conversation is occurring to frame the description of the issue

  • Capture a few key words in order to perform a search

Explanation

Question 18 of 27

1

What are two factors that motivate Support Analysts to engage in the KCS practices in a valuable way? Choose 2 answers

Select one or more of the following:

  • Achieving their activity goals

  • Being recognized as contributing the most KCS articles

  • Understanding and buy-in to the company purpose and values

  • Feeling connected with a team and an ability to make a contribution

Explanation

Question 19 of 27

1

When should you create a new Article in the knowledge base rather than link to an existing Article?

Select one of the following:

  • If the issue is impacting multiple customers

  • If the Article will be reused three times or more

  • If an existing Article has the same symptoms and resolution but different environment

  • If the existing Article has the same symptoms but a different environment and resolution

Explanation

Question 20 of 27

1

What two things would help an organization minimize Content Standard violations? Choose 2 answers

Select one or more of the following:

  • Implement coaching

  • Set a goal for Article creation

  • Set a goal for Article quality index scores

  • Implement the searching is creating practice

Explanation

Question 21 of 27

1

How does the resuse is review concept contribute to the KCS process?

Select one of the following:

  • It supports the requirement to review all Articles

  • zit ensures that the Article author gets credit for their contribution

  • It constantly improves the quality of Articles that are being used

  • It provides Analysts the feedback they need to meet their modification goals

Explanation

Question 22 of 27

1

Which is one of the four basic concepts of KCS?

Select one of the following:

  • KCS evolves content based on demand and usage

  • KCS is an application for capturing knowledge in the moment

  • KCS includes creating content after closing a service incident

  • KCS requires review of all knowledge for technical accuracy before publishing

Explanation

Question 23 of 27

1

Why is capturing knowledge in the moment important?

Select one of the following:

  • Articles will not be searchable after they are captured

  • Tacit knowledge captured offline improves findability

  • Tacit knowledge becomes explicit at the moment of use

  • Capturing context-rich information slows down the workflow process

Explanation

Question 24 of 27

1

Which describes the recommended way to document problem or symptom statements?

Select one of the following:

  • As complete thoughts

  • As complete sentences

  • In technically accurate terms

  • Use the words and phrases other Support Analysts would use to search

Explanation

Question 25 of 27

1

Which KCS practice does creating Evolve Loop Articles fall under?

Select one of the following:

  • Content Health

  • Process Integration

  • Reuse

  • Improve

Explanation

Question 26 of 27

1

What are two reasons why KCS articles do not move through the article states?
Choose 2 answers

Select one or more of the following:

  • Support Analysts are not updating the Article state

  • The organization has no formal process to review all draft Articles

  • The organization has not implemented the Work-In-Progress state

  • Support Analysts are creating new Articles rather than reusing existing Articles

Explanation

Question 27 of 27

1

A senior Analyst has a KCS Candidate license. He has been working with a customer on a difficult issue for the past month. He has captured the initial customer issue and the environment in a Work-In_progress (WIP) Article. He has just received feedback from the customer that the suggestion he has made did not fix the problem but the customer has fixed the issue by changing a configuration parameter. The customer comments included specific information about the parameter setting. The customer requested the incident be closed.

Which two updates to the KCS Article should the KCS Candidate make?
Choose 2 answers

Select one or more of the following:

  • Change the Article status to Not Validated and review with their coach

  • Change the Article status to Validated and review with their coach

  • Update the resolution field in the Article with the customer resolution

  • Update the comments field in the Article with the customer name and comments

  • Update the comments field in the incident with the customer fix and leave the Article in a WIP status

Explanation

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