KCS FOUNDATION SAMPLE TEST QUESTIONS AND ANSWERS
Which of the following is a common reason for implementing KCS?
a. Increase analyst attrition rates
b. Increase customer satisfaction
c. Increase the numbers of calls within the support centre
d. Increase the responsibilities of the support centre - CORRECT ANSWER✅✅✅b (Increase customer
satisfaction)
What is the minimum structure of a knowledge article as defined by the KCS methodology?
a. Issue, Environment, Cause, Resolution
b. Issue, Environment, Cause, Resolution, Metadata
c. Issue, Environment, Resolution, Metadata
d. Issue, Resolution - CORRECT ANSWER✅✅✅b (Issue, Environment, Cause, Resolution, Metadata)
Which of the following is an example of metadata?
a. Author
b. Hyperlinks
c. Resolution
d. Title - CORRECT ANSWER✅✅✅a (Author)
What is a Knowledge State?
a. It is a condition when information is defined as trusted knowledge
b. It is the form used to define knowledge
c. It is the status of the article in the knowledge article life cycle
d. It is the time when tacit knowledge become explicit - CORRECT ANSWER✅✅✅c (It is the status of
the article in the knowledge article life cycle)
What is the minimum number of knowledge states necessary for a KCS article life cycle?
a. 2
, b. 3
c. 4
d. 5 - CORRECT ANSWER✅✅✅c (4)
What is an example of an optional knowledge state?
a. Approved
b. Draft
c. Obsolete
d. Published - CORRECT ANSWER✅✅✅c (Obsolete)
What is the Knowledge Quality Index?
a. A categorisation of all articles within the knowledge base based on the knowledge state and the reuse
counter.
b. A number assigned to each article indicating the article's relevance.
c. A ranking of all articles each month that identifies the most frequently used articles in the knowledge
base.
d. A score given to a person or group indicating the result of a review of the knowledge articles they
contributed. - CORRECT ANSWER✅✅✅d (A score given to a person or group indicating the result of
a review of the knowledge articles they contributed)
Who normally performs the knowledge monitoring process?
a. Everyone
b. KCS Coaches
c. KCS Publishers
d. KCS Program Team - CORRECT ANSWER✅✅✅b (KCS Coaches)
What is the primary purpose of knowledge monitoring?
a. Create a knowledge quality index.
b. Ensure that the process is being followed
c. Identify and eliminate redundancy
Which of the following is a common reason for implementing KCS?
a. Increase analyst attrition rates
b. Increase customer satisfaction
c. Increase the numbers of calls within the support centre
d. Increase the responsibilities of the support centre - CORRECT ANSWER✅✅✅b (Increase customer
satisfaction)
What is the minimum structure of a knowledge article as defined by the KCS methodology?
a. Issue, Environment, Cause, Resolution
b. Issue, Environment, Cause, Resolution, Metadata
c. Issue, Environment, Resolution, Metadata
d. Issue, Resolution - CORRECT ANSWER✅✅✅b (Issue, Environment, Cause, Resolution, Metadata)
Which of the following is an example of metadata?
a. Author
b. Hyperlinks
c. Resolution
d. Title - CORRECT ANSWER✅✅✅a (Author)
What is a Knowledge State?
a. It is a condition when information is defined as trusted knowledge
b. It is the form used to define knowledge
c. It is the status of the article in the knowledge article life cycle
d. It is the time when tacit knowledge become explicit - CORRECT ANSWER✅✅✅c (It is the status of
the article in the knowledge article life cycle)
What is the minimum number of knowledge states necessary for a KCS article life cycle?
a. 2
, b. 3
c. 4
d. 5 - CORRECT ANSWER✅✅✅c (4)
What is an example of an optional knowledge state?
a. Approved
b. Draft
c. Obsolete
d. Published - CORRECT ANSWER✅✅✅c (Obsolete)
What is the Knowledge Quality Index?
a. A categorisation of all articles within the knowledge base based on the knowledge state and the reuse
counter.
b. A number assigned to each article indicating the article's relevance.
c. A ranking of all articles each month that identifies the most frequently used articles in the knowledge
base.
d. A score given to a person or group indicating the result of a review of the knowledge articles they
contributed. - CORRECT ANSWER✅✅✅d (A score given to a person or group indicating the result of
a review of the knowledge articles they contributed)
Who normally performs the knowledge monitoring process?
a. Everyone
b. KCS Coaches
c. KCS Publishers
d. KCS Program Team - CORRECT ANSWER✅✅✅b (KCS Coaches)
What is the primary purpose of knowledge monitoring?
a. Create a knowledge quality index.
b. Ensure that the process is being followed
c. Identify and eliminate redundancy
