KCS V6 PRACTICES EXAM 2024/25
QUESTIONS WITH 100% VERIFIED
ANSWERS!!
Activities Answer - Leading indicators that count activity (# of articles created
or reused). The activity alone is not
an indicator of value.
Add it Answer - Creating a new KCS article in the workflow, if one does not
exist.
Article Quality Index (AQI) Answer - AQI is quantitative measure that is based
on a set of criteria to assure a KCS Contributor understands the criteria defined
in the KCS Content Standard.
Articles Answer - The collective experience of the support organization in
solving problems and answering questions. Articles can include a variety of
issues: usage or "how to", configuration, interoperability, performance, defects,
procedural or diagnostic information.
Author Answer - The initial creator of a KCS article.
Average work time to resolve Answer - Number of minutes consumed per
incident in developing an answer, fix, bypass or workaround.
Determined by dividing the total minutes worked by the number of incidents
resolved.
, Balanced Scorecard Answer - A method of goals and metrics that links
individual and organization goals. Examines performance from multiple points
of view. (see The Balanced Scorecard by Kaplan and Norton)
Call deflection Answer - The number of customer issues solved through self-
service that would have become incidents (this is a subset of self-service
customer success)
Candidate Knowledge Answer - Search words become part of the knowledge
base as standalone article or part of an existing article.
Capture Answer - The first Solve Loop practice, while solving the problem the
Analyst captures the customer's context.
Cause Answer - The underlying or root cause of the problem.
Citation Answer - Reuse of your articles by others
Closed loop feedback Answer - Insight generated by the Evolve Loop that
continuously improves the customer experience as well as the information in
the knowledge base.
Coach Answer - KCS role that support the development of the KCS Candidates
and KCS Contributors.
Communication Effectiveness
Indicators Answer - Used to assess the level of buy-in and understanding
across the organization
QUESTIONS WITH 100% VERIFIED
ANSWERS!!
Activities Answer - Leading indicators that count activity (# of articles created
or reused). The activity alone is not
an indicator of value.
Add it Answer - Creating a new KCS article in the workflow, if one does not
exist.
Article Quality Index (AQI) Answer - AQI is quantitative measure that is based
on a set of criteria to assure a KCS Contributor understands the criteria defined
in the KCS Content Standard.
Articles Answer - The collective experience of the support organization in
solving problems and answering questions. Articles can include a variety of
issues: usage or "how to", configuration, interoperability, performance, defects,
procedural or diagnostic information.
Author Answer - The initial creator of a KCS article.
Average work time to resolve Answer - Number of minutes consumed per
incident in developing an answer, fix, bypass or workaround.
Determined by dividing the total minutes worked by the number of incidents
resolved.
, Balanced Scorecard Answer - A method of goals and metrics that links
individual and organization goals. Examines performance from multiple points
of view. (see The Balanced Scorecard by Kaplan and Norton)
Call deflection Answer - The number of customer issues solved through self-
service that would have become incidents (this is a subset of self-service
customer success)
Candidate Knowledge Answer - Search words become part of the knowledge
base as standalone article or part of an existing article.
Capture Answer - The first Solve Loop practice, while solving the problem the
Analyst captures the customer's context.
Cause Answer - The underlying or root cause of the problem.
Citation Answer - Reuse of your articles by others
Closed loop feedback Answer - Insight generated by the Evolve Loop that
continuously improves the customer experience as well as the information in
the knowledge base.
Coach Answer - KCS role that support the development of the KCS Candidates
and KCS Contributors.
Communication Effectiveness
Indicators Answer - Used to assess the level of buy-in and understanding
across the organization
