KCS EXAM UPDATED ACTUAL QUESTIONS AND
CORRECT ANSWERS
Question:
1. What is the purpose of the wave approach?
Answer:
Minimize risk and maximixe success
Question:
2. You've been asked to implement a performance assessment plan for the KCS initiative. What document
should you reference before determining which measurements to include?
Answer:
Strategic Framework
Question:
3. Which technique is in the Content Health practice?
Answer:
Dealing with legacy data
Question:
4. You've been asked to assess the workflow integration of incident management with the new knowledge
management system. What functional requirement should you expect to assess?
Answer:
The ability to link an article to an incident
Question:
5. What is a key difference between a KCS Contributor and a KCS Candidate?
Answer:
The right to modify articles they reuse
Question:
6. Why is it inefficient to require an independent review of every article contributed to the knowledge
base?
Answer:
The knowledge may never be reused
Question:
7. What is the benefit of a wave implementation?
Answer:
Minimize risk for KCS adoption
Question:
8. Which of the following is one of the core concepts of Knowledge-Centered Service?
Answer:
Coaching is necessary for success
, Question:
9. Which role is directly responsible for the health of the knowledge base and known versus new analysis?
Answer:
Knowledge Domain Expert
Question:
10. Which is an example of "demand driven"?
Answer:
Migrate article to new audiences on usage
Question:
11. Which statement is an example of how KCS can impact an analyst's sense of achievement?
Answer:
The analyst can create articles that others in the organization will use to resolve incidents
Question:
12. What should you do before seeking to solve an issue?
Answer:
seek to understand what the company knows
Question:
13. Which best defines the concepts of the Leadership and Communication practice within KCS?
Answer:
The creation of the vision and compelling purpose for the organization.
Question:
14. What is meant by "demand-driven review"?
Answer:
Knowledge is validate when it is resued
Question:
15. The KCS Coaches want to update the article quality criteria. What is the best advice you can give
them?
Answer:
the criteria should be good enough to make the article findable and usable
Question:
16. What is one of the requirements for the Process Integration practice?
Answer:
Knowledge Management integrated into issue resolution workflow
Question:
17. You have been asked to talk with the support analysts about the knowledge management
implementation. Which would be most important to include in your message?
Answer:
The impact on their activities
CORRECT ANSWERS
Question:
1. What is the purpose of the wave approach?
Answer:
Minimize risk and maximixe success
Question:
2. You've been asked to implement a performance assessment plan for the KCS initiative. What document
should you reference before determining which measurements to include?
Answer:
Strategic Framework
Question:
3. Which technique is in the Content Health practice?
Answer:
Dealing with legacy data
Question:
4. You've been asked to assess the workflow integration of incident management with the new knowledge
management system. What functional requirement should you expect to assess?
Answer:
The ability to link an article to an incident
Question:
5. What is a key difference between a KCS Contributor and a KCS Candidate?
Answer:
The right to modify articles they reuse
Question:
6. Why is it inefficient to require an independent review of every article contributed to the knowledge
base?
Answer:
The knowledge may never be reused
Question:
7. What is the benefit of a wave implementation?
Answer:
Minimize risk for KCS adoption
Question:
8. Which of the following is one of the core concepts of Knowledge-Centered Service?
Answer:
Coaching is necessary for success
, Question:
9. Which role is directly responsible for the health of the knowledge base and known versus new analysis?
Answer:
Knowledge Domain Expert
Question:
10. Which is an example of "demand driven"?
Answer:
Migrate article to new audiences on usage
Question:
11. Which statement is an example of how KCS can impact an analyst's sense of achievement?
Answer:
The analyst can create articles that others in the organization will use to resolve incidents
Question:
12. What should you do before seeking to solve an issue?
Answer:
seek to understand what the company knows
Question:
13. Which best defines the concepts of the Leadership and Communication practice within KCS?
Answer:
The creation of the vision and compelling purpose for the organization.
Question:
14. What is meant by "demand-driven review"?
Answer:
Knowledge is validate when it is resued
Question:
15. The KCS Coaches want to update the article quality criteria. What is the best advice you can give
them?
Answer:
the criteria should be good enough to make the article findable and usable
Question:
16. What is one of the requirements for the Process Integration practice?
Answer:
Knowledge Management integrated into issue resolution workflow
Question:
17. You have been asked to talk with the support analysts about the knowledge management
implementation. Which would be most important to include in your message?
Answer:
The impact on their activities
