KCS Study Guide for V6

Which Statement describes a benefit of Capture in the moment?

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

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?

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

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

Which two metrics are considered outcome measures?

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

Who should create and maintain knowledge articles?

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

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

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

In which order should the problem solving steps be completed?

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

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

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

Which KCS activity improves Article findability?

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?

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

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

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

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

Which is one of the four basic concepts of KCS?

Why is capturing knowledge in the moment important?

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

Which KCS practice does creating Evolve Loop Articles fall under?

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

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