KCS Exam - Unit 5

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  1. Identify the three (3) key steps of Structured Problem-solving (SPS) in KCS.
    • Seek to understand the customer - understand the situation in the customer's context, then capture and preserve it
    • Seek to understand what the company knows - search to see if the incident is a known problem and what collectively is known about it
    • Seek to solve - ask clarifying questions and validate the information before researching the resolution
  2. Identify the requirements of process integration.
    • Function at the speed of conversation
    • Integrated technology: knowledge management; incident management; email; chat
    • Support the structured problem-solving process
  3. Explain the terms: Use It Flag It, Fix It, Add It
    • Use It - Ability to leverage an existing knowledge article to resolve an incident
    • Flag It - Ability to comment on a knowledge article so that an authorized person can modify it
    • Fix It - The ability to modify an existing knowledge article
    • Add It - Ability to contribute a new knowledge article to the knowledge base
  4. Identify who is responsible for capturing and maintaining the knowledge.
    Everyone involved in the support process who creates or delivers a resolution or answer to a customer's issue or question.
  5. Identify some of the integration requirements between the incident management system and the knowledge management system.
    • Search - Ability to search the knowledge base leveraging information in the incident record to launch or refine the search.
    • Link - Ability to link an existing knowledge article to an incident and to retrieve information from the article to populate the incident record, such as the resolution.
    • View - 
    • Ability to quickly view a knowledge article that has been previously linked to an incident.
    • Contribute - Ability to add a knowledge article to the knowledge base from information in the incident record.
    • Collaborate - Ability to identify subject matter experts related to the problem and quickly contact them.
  6. Identify the KCS Role: Demonstrates leadership skills; provide support and guidance to staff in deciding how the work should be done and ensuring that the standards for findable and usable knowledge articles are met.
  7. Identify the KCS Role: Individuals responsible for answering customers' questions and resolving their issues. Within this role, they are responsible for the knowledge creation and maintenance. They capture, structure, reuse, and improve knowledge articles.
    Knowledge Developers
  8. Identify the KCS Role: Change agent who supports the development of KCS competencies for the knowledge developers; provides feedback to develop individual and organizational competencies; and has an in-depth understanding of KCS practices; known as KCS practice experts who have successfully demonstrated their own KCS competencies.
    KCS Coach
  9. Identify the KCS Role: Individual who looks after the health of the knowledge base; usually focused on a collection or domain of content; and has both technical expertise in the domain and an in-depth understanding of KCS practices. Additionally, this role monitors knowledge articles usage and ensures the validity of highly reused articles.
    Knowledge Domain Expert
  10. What are the give (5) levels of KCS support?
    • KCS I - Candidate
    • KCS II - Contributor
    • KCS III - Publisher
    • KCS Coaches
    • Knowledge Domain Experts
  11. KCS I - Candidate can complete which of the UFFA?
    • Use It             (Draft only)
    • Flag It
    • Fix It - Only if they own the content
  12. KCS II - Contributor can complete which of UFFA?
    • Use It
    • Flag It
    • Fix It
    • **Can approve a KCS I articles
  13. KCS III - Publisher can complete which of the UFFA?
    • Use It
    • Flag It
    • Fix It
    • Add It
  14. Who is responsible for:
    - Knowledge base quality including the knowledge monitoring process, content standards, and knowledge management processes
    - Promoting KCS I - Candidate to a KCS II - Contributor, and KCS II - Contributor to KCS III - Publisher based on the recommendation of the KCS Coach
    - Monitoring the progress of the KCS Coaches
    - Development and analysis of reports on metrics related to the knowledge management practices
    - Monitoring processes, resources, and technology - making recommendations to management
    - Recommending and implementing corrective actions and improvements
    - Administration and configuration of technology
    - Defining and managing the visibility matrix
    - Vendor relations
    Knowledge Coordinator
  15. Who is responsible for:
    - Developing and executing the communications plan
    - Defining the organizational purpose and objectives
    - Implementing the performance assessment plan, support and encourage good performance, and deal with inadequate performance
    - Ensuring the development of support analysts and coaches
    - Ensuring that service level objectives are met
    - Motivating people and focusing on rewards and recognition
    - Engaging the people doing the work to figure out how best to get it done
  16. Who is responsible for:
    - Sharing a consistent vision throughout the organization
    - Promoting the initiative to senior management and providing periodic updates
    - Obtaining the necessary resources
    - Acknowledging successes and people
    - Supporting the team during times of conflict or challenge
  17. Who is responsible for:
    Developing the KCS practices and designing the KCS implementation plan. Need to have cross-functional representation to ensure that all appropriate organizations are represented.
    KCS Program Team
  18. Who is responsible for:
    Piloting, recommending improvements, and evangelizing KCS to the support organization and customers.
    KCS Pilot Team
  19. Cross-functional group consisting of the Knowledge Manager, KCS Coaches, the Knowledge Domain Experts, and representatives from management; lead by Knowledge Manager. This group is the body that provides the guidance on changes to the content standard, knowledge workflow, reports, incident workflow, etc. What group is this?
    KCS Council
Card Set:
KCS Exam - Unit 5
2014-04-29 02:07:17
KCS Exam
Knowledge-Centered Support Certification Exam - Unit 5
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