Debbie - KCS principles Questions
with complete solution 2025/2026
Which KCS practice does creating Evolve Loop Articles Fall under?
A. Content Health
B. Process Integration
C. Reuse
D. Improve - correct answer ✔Creating Evolve Loop articles is done as part of
A. Content Health
Which two statements are true about the Article Quality Index (AQI)?
A. It is used to measure the completeness of a KCS Article.
B. It is used as a benchmark quality index for the support industry.
C. The AQI is used to measure the how well an Article complies with the content standard.
D. Before an Article is published, it should be scored using the AQI process to ensure it is accurate and
adheres to standards. - correct answer ✔A. It is used to measure the completeness of a KCS Article.
C. The AQI is used to measure the how well an Article complies with the content standard.
In which order should problem solving steps be completed?
A.
1. Conduct research
,2. Collect the data
3. Search knowledge base
4. Analyze the information
B.
1. Collect the data
2. Analyze the information
3. Search the knowledge base
4. Conduct research
C.
1. Collect the data
2. Search the knowledge base
3. Analyze the information
4. Conduct research
D.
1. Conduct research
2. Search the knowledge base
3. Collect the data
4. Analyze the information - correct answer ✔C.
1. Collect the data
2. Search the knowledge base
3. Analyze the information
4. Conduct research
,Which two of the following are reasons why KCS articles do not become Validated?
A. Knowledge workers are not updating the Article Confidence field.
B. The organization has no formal process to review all Not Validated Articles.
C. The organization has not implemented the Work In Progress Article Confidence setting.
D. Knowledge workers are creating new Articles rather than reusing existing Articles. - correct answer
✔The two reasons are
A. Knowledge workers are not updating the Article Confidence field.
D. Knowledge workers are creating new Articles rather than reusing existing Articles.
B (The organization has no formal process to review all Not Validated Articles.) is not a reason because
there should *not* be a formal process for reviewing these articles; knowledge workers own this
activity. C (The organization has not implemented the Work In Progress Article Confidence setting.) is
not correct because there is no such setting.
Which of the following are two reasons why KCS articles do not become Validated?
A. Knowledge workers are not updating the Article Confidence field.
B. The organization has no formal process to review all Not Validated Articles.
C. The organization has not implemented the Work In Progress Article Confidence setting.
D. Knowledge workers are creating new Articles rather than reusing existing Articles. - correct answer
✔A. Knowledge workers are not updating the Article Confidence field.
D. Knowledge workers are creating new Articles rather than reusing existing Articles.
Which statement describes a benefit of Capture in the Moment?
, A. It will ensure a high Article Quality Index (AQI).
B. It makes the issue, notes, and progress in solving the issue available to others.
C. It contributes to the team goals for Article creation and reuse (create early, create often).
D. It improves productivity and credibility to create the Article after the resolution step in the workflow.
- correct answer ✔B. It makes the issue, notes and progress in solving the issue available to others.
Which KCS activity improves Article findability?
A. Capturing the requestor's description of the issue in the symptom field
B. Capturing the requestor's context in the cause field..
C. Periodically reviewing and updating all Not Validated Articles.
D. Expanding Article's environment statements to include all variations of product names. - correct
answer ✔A. Capturing the requestor's description of the issue in the symptom field
When you capture the requestor's description in his or her own language, you are also capturing *the
phrases the requestor is likely to use when searching* for self-help knowledge. This means the article
will show up high in requestors' search results.
A senior employee has a KCS Candidate license. He has been working with a customer on a difficult issue
for the past month. He has captured the initial customer issue and the environment in a Work in
Progress (WIP) Article. He has just received feedback from the customer that the suggestion he had
made did not fix the problem but the customer has fixed the issue by changing a configuration
parameter. The customer's comments included specific information about the parameter setting. The
customer requested the incident be closed.
The Candidate should do which two of the following?
A. Change the Article confidence to Not Validated, and review it with his or her coach.
with complete solution 2025/2026
Which KCS practice does creating Evolve Loop Articles Fall under?
A. Content Health
B. Process Integration
C. Reuse
D. Improve - correct answer ✔Creating Evolve Loop articles is done as part of
A. Content Health
Which two statements are true about the Article Quality Index (AQI)?
A. It is used to measure the completeness of a KCS Article.
B. It is used as a benchmark quality index for the support industry.
C. The AQI is used to measure the how well an Article complies with the content standard.
D. Before an Article is published, it should be scored using the AQI process to ensure it is accurate and
adheres to standards. - correct answer ✔A. It is used to measure the completeness of a KCS Article.
C. The AQI is used to measure the how well an Article complies with the content standard.
In which order should problem solving steps be completed?
A.
1. Conduct research
,2. Collect the data
3. Search knowledge base
4. Analyze the information
B.
1. Collect the data
2. Analyze the information
3. Search the knowledge base
4. Conduct research
C.
1. Collect the data
2. Search the knowledge base
3. Analyze the information
4. Conduct research
D.
1. Conduct research
2. Search the knowledge base
3. Collect the data
4. Analyze the information - correct answer ✔C.
1. Collect the data
2. Search the knowledge base
3. Analyze the information
4. Conduct research
,Which two of the following are reasons why KCS articles do not become Validated?
A. Knowledge workers are not updating the Article Confidence field.
B. The organization has no formal process to review all Not Validated Articles.
C. The organization has not implemented the Work In Progress Article Confidence setting.
D. Knowledge workers are creating new Articles rather than reusing existing Articles. - correct answer
✔The two reasons are
A. Knowledge workers are not updating the Article Confidence field.
D. Knowledge workers are creating new Articles rather than reusing existing Articles.
B (The organization has no formal process to review all Not Validated Articles.) is not a reason because
there should *not* be a formal process for reviewing these articles; knowledge workers own this
activity. C (The organization has not implemented the Work In Progress Article Confidence setting.) is
not correct because there is no such setting.
Which of the following are two reasons why KCS articles do not become Validated?
A. Knowledge workers are not updating the Article Confidence field.
B. The organization has no formal process to review all Not Validated Articles.
C. The organization has not implemented the Work In Progress Article Confidence setting.
D. Knowledge workers are creating new Articles rather than reusing existing Articles. - correct answer
✔A. Knowledge workers are not updating the Article Confidence field.
D. Knowledge workers are creating new Articles rather than reusing existing Articles.
Which statement describes a benefit of Capture in the Moment?
, A. It will ensure a high Article Quality Index (AQI).
B. It makes the issue, notes, and progress in solving the issue available to others.
C. It contributes to the team goals for Article creation and reuse (create early, create often).
D. It improves productivity and credibility to create the Article after the resolution step in the workflow.
- correct answer ✔B. It makes the issue, notes and progress in solving the issue available to others.
Which KCS activity improves Article findability?
A. Capturing the requestor's description of the issue in the symptom field
B. Capturing the requestor's context in the cause field..
C. Periodically reviewing and updating all Not Validated Articles.
D. Expanding Article's environment statements to include all variations of product names. - correct
answer ✔A. Capturing the requestor's description of the issue in the symptom field
When you capture the requestor's description in his or her own language, you are also capturing *the
phrases the requestor is likely to use when searching* for self-help knowledge. This means the article
will show up high in requestors' search results.
A senior employee has a KCS Candidate license. He has been working with a customer on a difficult issue
for the past month. He has captured the initial customer issue and the environment in a Work in
Progress (WIP) Article. He has just received feedback from the customer that the suggestion he had
made did not fix the problem but the customer has fixed the issue by changing a configuration
parameter. The customer's comments included specific information about the parameter setting. The
customer requested the incident be closed.
The Candidate should do which two of the following?
A. Change the Article confidence to Not Validated, and review it with his or her coach.
