KCS Exam Question with Correct Answers Solved 100% Latest Update 2025-2026
Characteristics of an effective leader - Answers Motivates others, leads by example, practices active
listening
Define KCS - Answers Knowledge center services, using 4 principal based methodologies and 10 core
competencies integrating the use, validation, improvement and creation of knowledge in the workflow
Explain what KCS is based on - Answers Concept of knowledge from a few for the use of many. Many to
many model that is demand driven and self correcting & the academic concept of double looping
Identify the 4 KCS principals - Answers Abundance--share more, learn more
Creat Value--works tasks, thinks big picture
Demand driven--knowledge is a by-product of interaction
Trust--engage, empower, motivate
Explain a KCS principal - Answers KCS principals are underlying beliefs and behaviors that serve as the
foundation for KCS practices. Principals tell you why (rather than how) we are doing what we do.
Explain a KCS core concept - Answers Based on 1 or more principals. They are more specific and more
numerous than the principals
Explain a KCS practice - Answers Based on 1 or more techniques and are organized by what we need to
do. Application or use of the principals and core concepts in organizing activities.
-help organize the techniques (how)
Describe a KCS technique - Answers Techniques describe activities or how we do thing. Detailed actions
on what we need to do. May include skills needed to complete the technique
What is the minimum structure of a solution as defined by the KCS methodology? - Answers Problem,
environment, resolution
What is an example of meta data? - Answers Author
What is the min number of knowledge states necessary for a KCS solution life cycle? - Answers Three
Which if the following is a common reason for implementing KCS? - Answers Increase customer
satisfaction
What is a solution state? - Answers It is the status of the solution in the knowledge lifecycle
What is an example of an optional knowledge state? - Answers Obsolete
, What doc must be defined and communicated before implementing a knowledge monitoring process? -
Answers KCS quality criteria
What is the solution quality index? - Answers A score given to a person or group indicating the result of a
review of the knowledge they contributed
Who normally performs the knowledge monitoring process? - Answers KCS coaches
What is the primary purpose of knowledge monitoring? - Answers Improve the skills of the analysts
What does the customer contribute to a solution? - Answers Environment
What are the three levels of KCS benefits? - Answers Direct
Applied
Leveraged
Why is it important to search the knowledge base after you solve a problem? - Answers To find related
solutions
Which KCS role is responsible for managing/supervising the KCS coaches? - Answers KCS manager
What should you do before you seek to solve a problem? - Answers Search to see if it's a known
problem
Which of the following is a leading indicator? - Answers Participant rate
Which KCS role is responsible for designing the implementation and building the foundation? - Answers
KCS program team
Which KCS role is responsible for providing the vision, objectives & resources? - Answers Sponsor
Which KCS role is responsible for monitoring processes and mentoring people? - Answers KCS coach
What are three components of the visibility matrix? - Answers Audience
Knowledge state
Access rights
What is the first phases of the six step KCS adoption process? - Answers Assess the current state
The problem and the resolution are two components of a solution. What is the 3rd? - Answers
Environment
What is a benefit of structure for reuse? - Answers Promotes consistency and quality
Who created KCS? - Answers The consortium for service innovation csi
Characteristics of an effective leader - Answers Motivates others, leads by example, practices active
listening
Define KCS - Answers Knowledge center services, using 4 principal based methodologies and 10 core
competencies integrating the use, validation, improvement and creation of knowledge in the workflow
Explain what KCS is based on - Answers Concept of knowledge from a few for the use of many. Many to
many model that is demand driven and self correcting & the academic concept of double looping
Identify the 4 KCS principals - Answers Abundance--share more, learn more
Creat Value--works tasks, thinks big picture
Demand driven--knowledge is a by-product of interaction
Trust--engage, empower, motivate
Explain a KCS principal - Answers KCS principals are underlying beliefs and behaviors that serve as the
foundation for KCS practices. Principals tell you why (rather than how) we are doing what we do.
Explain a KCS core concept - Answers Based on 1 or more principals. They are more specific and more
numerous than the principals
Explain a KCS practice - Answers Based on 1 or more techniques and are organized by what we need to
do. Application or use of the principals and core concepts in organizing activities.
-help organize the techniques (how)
Describe a KCS technique - Answers Techniques describe activities or how we do thing. Detailed actions
on what we need to do. May include skills needed to complete the technique
What is the minimum structure of a solution as defined by the KCS methodology? - Answers Problem,
environment, resolution
What is an example of meta data? - Answers Author
What is the min number of knowledge states necessary for a KCS solution life cycle? - Answers Three
Which if the following is a common reason for implementing KCS? - Answers Increase customer
satisfaction
What is a solution state? - Answers It is the status of the solution in the knowledge lifecycle
What is an example of an optional knowledge state? - Answers Obsolete
, What doc must be defined and communicated before implementing a knowledge monitoring process? -
Answers KCS quality criteria
What is the solution quality index? - Answers A score given to a person or group indicating the result of a
review of the knowledge they contributed
Who normally performs the knowledge monitoring process? - Answers KCS coaches
What is the primary purpose of knowledge monitoring? - Answers Improve the skills of the analysts
What does the customer contribute to a solution? - Answers Environment
What are the three levels of KCS benefits? - Answers Direct
Applied
Leveraged
Why is it important to search the knowledge base after you solve a problem? - Answers To find related
solutions
Which KCS role is responsible for managing/supervising the KCS coaches? - Answers KCS manager
What should you do before you seek to solve a problem? - Answers Search to see if it's a known
problem
Which of the following is a leading indicator? - Answers Participant rate
Which KCS role is responsible for designing the implementation and building the foundation? - Answers
KCS program team
Which KCS role is responsible for providing the vision, objectives & resources? - Answers Sponsor
Which KCS role is responsible for monitoring processes and mentoring people? - Answers KCS coach
What are three components of the visibility matrix? - Answers Audience
Knowledge state
Access rights
What is the first phases of the six step KCS adoption process? - Answers Assess the current state
The problem and the resolution are two components of a solution. What is the 3rd? - Answers
Environment
What is a benefit of structure for reuse? - Answers Promotes consistency and quality
Who created KCS? - Answers The consortium for service innovation csi
