Brianne Wright
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KCS Study Guide Quiz on KCS Study Guide V5, created by Brianne Wright on 05/01/2017.

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Brianne Wright
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KCS Study Guide V5

Question 1 of 7

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 7

1

Which KCS Publisher activity improves Article findability?

Select one of the following:

  • Searching before saving the Article

  • Capturing the customer's context in the cause field

  • Periodically reviewing and updating all Draft Articles

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

Explanation

Question 3 of 7

1

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

Select one or more of the following:

  • Achieving their activity goals

  • Being the subject matter expert

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

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

Explanation

Question 4 of 7

1

Which two statements are true about the Article Quality Index?

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 5 of 7

1

In which two situations should a Support Analyst fix a KCS Article that is an Approved State?

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 they did not write

  • The Support Analyst is 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 area

Explanation

Question 6 of 7

1

A company is implementing KCS. They have published a Content Standard and a KCS Newsletter to keep everyone's attention 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?

Select one 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 7 of 7

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 proper engineering terms and found the resolution in an existing article.

What two things should the KCS Publisher do?

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

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