KCS Exam - Unit 2

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KCS Exam - Unit 2
2014-04-28 22:32:51
KCS Exam
Knowledge-Center Support Certification Exam
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  1. What are the three (3) components that KCS practices are organized into?
    • Knowledge Article
    • Solve Loop
    • Evolve Loop
  2. These concepts identify what?
    - "Content is King"
    - Seek to create findable, usable, and timely resolutions in the problem-solving process
    - Articles are in the context of the target audience
    - Articles include the analyst's perspective
    - Articles improve over time based on demand and usage
    - Everyone must take responsibility for the content they interact with
    - Collective ownership of the articles
    - Knowledge articles evolve/improve over time
    - Good judgment is required
    These are the core concepts of KCS.
  3. Identify the people / groups who contribute to knowledge.
    • Customer - describes the issue and the environment
    • Analyst - provides the cause, if appropriate, and the resolution
    • Organization - Maintains knowledge about the knowledge known as metadata, such as reuse, create date, last modified date, incidents resolved, and contributors to updates
  4. Which of the two loops is this:
    - Encompasses those activities that are performed by the analyst on a transactional basis, such as problem-solving. Characteristics include:
    - Individual workflow, driven by the problem-solving process
    - Transactional (i.e., routine tasks of the analyst, such as problem-solving and incident management)
    Solve Loops (Loop A)
  5. Identify the four (4) practices in the Solve Loop
    • Capture
    • Structure
    • Reuse
    • Improve
  6. Which of the two loops is this:
    - Encompasses the practices that govern and promote the activities of the Solve Loop. It is the organization's responsibilities to evolve maturity of these practices. Characteristics include:
    - Organizational-level processes that occur across a collection of events (Solve Loop) or content
    - Systemic (i.e., processes and policies that are implemented to enable the transactional activities)
    Evolve Loop (B Loop)
  7. Identify the four (4) practices in the Evolve Loop
    • Content Health
    • Process Integration
    • Performance Assessment
    • Leadership & Communication
  8. Which KCS principles is identified by:
    - Knowledge is captured as a by-product of problem solving
    - Capture knowledge in the moment it become explicit
    - Content is captured in the customer's context
    - Information is captured about the environment
    - Only relevant content is captured into the article, which may be a subset of information captured in the incident record.
    - Tacit knowledge is captured and becomes explicit - you don't know what you know until someone asks
    - The concept of searching the knowledge base before you add
    - Search words are candidate knowledge
  9. Explain the benefits of Capture
    • Content is in the customer's context
    • Improves findable articles
    • Context is captured appropriately
    • Context is captured at the point of interaction
  10. Which KCS principles is identified by:
    - Using a Simple template or form for capturing and organizing content into knowledge; a sample structure includes: Issue/question; environment; resolution/answer; cause; metadata
    - Using complete thoughts are a more appropriate way to capture knowledge in the issue and environment fields, rather than using complete sentences
  11. List the benefits of Structure
    • Providing context for the content
    • Improving readability
    • Promoting consistency and quality
  12. Which KCS principles is identified by:
    - Search early and search often
    - Seek to understand what we collectively know
    - The issue and environment create a framed knowledge article
    - Link relevant articles to incidents
  13. List the benefits of Reuse
    • Existing articles can be used to resolve issues, minimizing rework within the support organization
    • Adds additional customer context
    • Determines if the issue has already been solved
    • Determines if someone else is working on the same or similar issue
  14. Which KCS principles is identified by:
    - Just-in-time quality
    - Reuse is review - content is validated when it is used
    - It is a demand-driven article review that focuses on the articles being used - 80% of articles may never be reused 
    - To review every article is a waste of time and money
    - Modify articles based on usage for continuous knowledge improvement
    - UFFA - Use It!, Flag It!, Fix It!, Add It!
    - Articles migrate to new audiences based on demand
    - Duplicates are inevitable, as customers will describer different symptoms for the same issue. Duplication are merged when they are identified.
    - Licensed users can modify/improve existing articles and change visibility of articles
  15. Identify the benefits of Improve
    • Continuous improvement of the quality of articles
    • Resources are saved by only spending time on articles that are being used
    • Knowledge articles are available immediately for reuse
    • The knowledge engineering process that delays knowledge availability to eliminated
    • Shared ownership of the knowledge base
  16. Which KCS principles is identified by:
    - A content standard tailored tot he environment. Some components of the content standard are: Style guide; knowledge structures; quality criteria; examples of good and bad articles; multi-language considerations; multimedia considerations; metadata definitions; vocabulary; supporting material - references and links
    - Life cycle of knowledge articles - the set of solution states, such as Work in Progress (WIP), Draft, Approved, and Published
    - Visibility Matrix - not everyone can see or modify everything
    - Knowledge Monitoring - random sampling and scoring of knowledge articles and feedback to individuals
    - New versus known analysis Evolve loop articles
    Content Health
  17. List the benefits of Content Health
    • Quality articles are developed - quality is defined as findable and usable
    • Articles are migrated to new audiences based on demand in a timely manner
    • Analysts skills are improved through regular feedback
  18. Which KCS principles is identified by:
    - Structured problem-solving (seek to understand before seeking to solve)
    - A seamless technology integration, between knowledge management, incident management and other systems
    - Search technology is required to find relevant articles
    - The interaction of the knowledge base and article creation that are integrated with problem-solving
    - A closed loop feedback system - best practice feedback is used for continuous improvement to the process
    - Processes are defined, documented, and improved
    Process Integration
  19. Identify the benefits of Process Integration
    • Efficiency and effectiveness of process
    • Solve issues faster using the captured experiences of the entire support organization
    • Minimizes rework
  20. List the tool requirements needed to support the Process Integration.
    • The tools must function as the speed of conversation
    • The integration of tools (e.g., knowledge management with incident management or CRM, self-service portals, etc) is required to obtain the effectiveness and efficiencies
  21. Which KCS principles is identified by:
    - Developing a KCS competency model (proficiency license)
    - Implementation of feedback systems
    - Integrating subjective and objective measures
    - Shifting performance measures from individual and activity-focused to team and value-creation measurements
    - Using triangulation to assess who is creating value
    - Balanced scorecard to facilitate measurement of teams and individuals
    - Building a reputation model based on patterns of feedback from customers and other users
    - Measuring both lagging (results) and leading (activity) metrics
    - Goals are only set on objectives (results)
    Performance Assessment
  22. Explain the benefits of Performance Assessment.
    The benefits of Performance Assessment is driving desired behaviors. Value is derived from knowledge, relationships, and influence.
  23. Which KCS principles is identified by:
    - Creating a vision and communication plan
    - Aligning to a compelling purpose
    - Creating a strategic framework
    - Promoting Teamwork
    - Tapping into internal motivators
    - Implementing a rewards and recognition program
    - Defining organizational purpose and objectives: setting the context for boundaries; defining success
    - Modeling behaviors through attention and behavior
    - Supporting and encouraging good performance, while dealing with inadequate performance
    - Engaging the people doing the work to figure out how best to get it done
    Leadership & Communication
  24. Identify the benefits of Leadership & Communication.
    • Clear goals are communicated
    • Greater participation and buy-in by all involved
    • Improved risk management for the initiative
    • Employees are motivated to support the change
    • Improved performance
  25. Proactive Knowledge Management is what?
    Building knowledge prior to its need.
  26. What are three major phases of Proactive Knowledge Management?
    • Design
    • Develop
    • Deliver
  27. What are the advantages and disadvantages of Proactive Knowledge Management?
    Advantages: The knowledge is available before the first incident and that the resolutions are verified it is typically and expert who creates the knowledge.

    Disadvantages: Can cost the organization more money because we initially are guessing at what articles are needed. Therefore, some solutions may never get used. Additionally, the knowledge is captured in the IT context, not the customers.
  28. Reactive Knowledge Management is what?
    Capturing of an article at the time it is created and making that solution available to the support center so that it will not have to be re-created.
  29. What are the advantages and disadvantages of Reactive Knowledge Management?
    • Advantages: 
    • - Lower cost of ownership
    • - Knowledge is created as part of the support process and it is immediately available t other support analysts
    • - Higher reuse of knowledge articles
    • - Knowledge is created using the customer context which makes it likely to be found on the first search

    • Disadvantages: 
    • - Knowledge is not available for the first occurrence of the incident
    • - Quality issues - the documented solution may have spelling and grammar errors
    • - Incorrect knowledge articles - the knowledge base may contain articles that are wrong
    • - Redundancy and multiple answers to the same question - if the article was in the knowledge base and the analyst did not find it, then they may add the same or a different resolution to the same incident
  30. Set of practices were identified that produced poor results, are what?
  31. And article that has the issue and environment identified, is what?
    Framed Article
  32. Random sampling and scoring of knowledge articles and feedback to individuals, is what?
    Knowledge Monitoring
  33. A methodology which says to first seek to understand the customer, then seek to understand what the company knows about the problem, before seeing to solve it, is what?
    Structured Problem-Solving