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KCS Study Guide for V6
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Perguntas do quiz (27)
1Which Statement describes a benefit of Capture in the moment?
- AIt will ensure a high Article Quality Index (AQI)
- BIt makes the issue, notes and progress in solving the issue available to others
- CIt contributes to the team goals for Article creation and reuse (create early, create often)
- DIt improves productivity and credibility to create the Article after the resolution step in the workflow
2Which criteria determines if a statement is relevant to include in an Article?
- AIt is how the customer perceives the issue
- BIt is all the possible ways the Support Nalysts anticipates that a customer might describe the issue.
- CIt is how the Support Analysts perceive the issue
- DIt is one of the selections from a predefined list of issues
3A 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?- ACapture, in the Solve Loop
- BCapture, in the Evolve Loop
- CStructure, in the Review Loop
- DStructure, in the Resolve Loop
4Which 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- AIt ensures that incomplete Articles will not show up in searches
- BIt lets other analysts in the organization know that the problem has been reported and is a known issue.
- CIt ensures that the collective experience of the organization is being captured throughout the process of solving problems.
- DIf multiple open incidents have been linked to this work in progress Article, they can be quickly resolved when the Article resolution has been identified.
5What are two benefits of having a KCS Content Standard?
Choose 2 answers- AIt improves the quality of incidents
- BIt defines the structure of an Article
- CIt defines the structure of an incident
- DIt improves the quality of KCS Articles
6Which two metrics are considered outcome measures?
- AProfitability
- BAnalyst linking rate
- CAnalyst success in creating Articles
- DCustomer success with self-service
7A 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- AHaving editors doing reviews
- BCreating Articles based on web analytics
- CMigrating Articles from the old knowledge base
- DRequiring the Support Analysts to adhere to a Content Standard
8Who should create and maintain knowledge articles?
- ASupport Analyst
- BTechnical Writers
- CWriters in marketing
- DSMEs (Subject Matter Experts)
9What are two ways that structure contributes to the overall KCS process? Choose 2
- AIt allows the capture of chat sessions
- BIt allows robust data entry of free form text
- CIt improves the readability for non-English speakers
- DIt improves some search technologies search results.
10A 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- AReuse the existing Article
- BFlag the existing Article for rework
- CCreate a new Article with the customer terms
- DAdd the customer terms to the existing Article
11Which two statements are true about the Article Quality Index?
Choose 2 answers- AIt is used to measure the completeness of a KCS Article
- BIt is used as a benchmark quality index for the support industry
- CThe AQI is used to measure the how well an Article complies with the content standard
- DBefore an Article is published, it should be scored using the AQI process to ensure it is accurate and adheres to standards
12In which order should the problem solving steps be completed?
- A1. conduct research
2. collect data
3. search knowledge base
4. analyze the information - B1. collect data
2. analyze the information
3.search the knowledge base
4. conduct research - C1. collect the data
2. search the knowledge base
3. analyze the information
4. conduct research - D1. conduct research
2. search the knowledge base
3. collect data
4. analyze the information
- A1. conduct research
13Which three elements should be included in a KCS Article? Choose 3 answers
- AIncident status
- BResolution steps
- CCustomer contact details
- DCustomer's problem or question
- EEnvironment (product names and versions)
14In which two situations should a Support Analyst fix a KCS Article that is a Validated state? Choose 2 answers
- AThe Support Analyst is a KCS Contributor and determines the Article applies to an additional environment.
- BThe Support Analyst is a KCS Candidate and finds a technical mistake in an Article and they are confident in the update.
- CThe Support Analyst is a KCS Contributor and is confident in the information they want to add to the Article.
- DThe Support Analyst is a KCS Candidate and identifies a technical issue with an Article that is not in their product.
15Which two concepts exhibit collective ownership of an organization's knowledge base? Choose 2 answers
- AThe technique of reuse is review
- BA KCS Coach will validate the quality of all Articles before they are published
- CMultiple Support Analysts are required to contribute to the contents of an Article before it is published
- DSupport Analysts are responsible for the quality of the Articles they interact with in the knowledge base.
16Which KCS activity improves Article findability?
- ACapturing all the way customers described the issue in the symptom field
- BCapturing the customer's context in the cause field
- CPeriodically reviewing and updating all Not Validated Articles
- DExpanding Article's environment statements to include all variations of product names
17A 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?- AConcentrate on the conversation with the customer and interpret the customer's view of the problem into proper terms.
- BTake notes on the conversation with the customer to use later to frame the description of the issue.
- CTake notes in the knowledge management tool as the conversation is occurring to frame the description of the issue
- DCapture a few key words in order to perform a search
18What are two factors that motivate Support Analysts to engage in the KCS practices in a valuable way? Choose 2 answers
- AAchieving their activity goals
- BBeing recognized as contributing the most KCS articles
- CUnderstanding and buy-in to the company purpose and values
- DFeeling connected with a team and an ability to make a contribution
19When should you create a new Article in the knowledge base rather than link to an existing Article?
- AIf the issue is impacting multiple customers
- BIf the Article will be reused three times or more
- CIf an existing Article has the same symptoms and resolution but different environment
- DIf the existing Article has the same symptoms but a different environment and resolution
20What two things would help an organization minimize Content Standard violations? Choose 2 answers
- AImplement coaching
- BSet a goal for Article creation
- CSet a goal for Article quality index scores
- DImplement the searching is creating practice
21How does the resuse is review concept contribute to the KCS process?
- AIt supports the requirement to review all Articles
- Bzit ensures that the Article author gets credit for their contribution
- CIt constantly improves the quality of Articles that are being used
- DIt provides Analysts the feedback they need to meet their modification goals
22Which is one of the four basic concepts of KCS?
- AKCS evolves content based on demand and usage
- BKCS is an application for capturing knowledge in the moment
- CKCS includes creating content after closing a service incident
- DKCS requires review of all knowledge for technical accuracy before publishing
23Why is capturing knowledge in the moment important?
- AArticles will not be searchable after they are captured
- BTacit knowledge captured offline improves findability
- CTacit knowledge becomes explicit at the moment of use
- DCapturing context-rich information slows down the workflow process
24Which describes the recommended way to document problem or symptom statements?
- AAs complete thoughts
- BAs complete sentences
- CIn technically accurate terms
- DUse the words and phrases other Support Analysts would use to search
25Which KCS practice does creating Evolve Loop Articles fall under?
- AContent Health
- BProcess Integration
- CReuse
- DImprove
26What are two reasons why KCS articles do not move through the article states?
Choose 2 answers- ASupport Analysts are not updating the Article state
- BThe organization has no formal process to review all draft Articles
- CThe organization has not implemented the Work-In-Progress state
- DSupport Analysts are creating new Articles rather than reusing existing Articles
27A 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- AChange the Article status to Not Validated and review with their coach
- BChange the Article status to Validated and review with their coach
- CUpdate the resolution field in the Article with the customer resolution
- DUpdate the comments field in the Article with the customer name and comments
- EUpdate the comments field in the incident with the customer fix and leave the Article in a WIP status
Informações
- Descrição
- KCS Study Guide Quiz sobre KCS Study Guide for V6, criado por Brianne Wright em 03-01-2017.
- Autor
- Brianne Wright
- Idioma
- English
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