KCS Fundamentals Test Questions
The content linked is in the context of the audience being served.
Which are two criteria that must be met before setting Article
Confidence to Validated? - Correct Answer ✔️✔️The article
complies with the Content Standard.
The knowledge worker has confidence in the resolution.
Why is capturing a requestor's context important? - Correct Answer
✔️✔️It helps other requestors find the content when searching.
How do search words and phrases contribute to the overall KCS
process? - Correct Answer ✔️✔️They are the basis for a new
Article if one is needed.
What are two reasons why it is important to search early? - Correct
Answer ✔️✔️To be sure no one else is already working on the
same problem
, To get search results based on explicit information from the customer
A company is very excited about KCS. They implemented KCS about
three months ago. Their link rate has ramped up quickly, but now they
are getting complaints from the users about duplicate Articles in the
knowledge base. What are two likely causes of the company's duplicate
Article problem? - Correct Answer ✔️✔️The knowledge workers
do not have a goal on article reuse
The knowledge workers are solving and capturing issues they know the
answer to without searching
Which KCS Publisher activity improves Article findability? - Correct
Answer ✔️✔️Modifying Articles during reuse to include customer
context.
Which two metrics are considered outcomes and not activities? -
Correct Answer ✔️✔️Article reuse
Customer self-service success
The content linked is in the context of the audience being served.
Which are two criteria that must be met before setting Article
Confidence to Validated? - Correct Answer ✔️✔️The article
complies with the Content Standard.
The knowledge worker has confidence in the resolution.
Why is capturing a requestor's context important? - Correct Answer
✔️✔️It helps other requestors find the content when searching.
How do search words and phrases contribute to the overall KCS
process? - Correct Answer ✔️✔️They are the basis for a new
Article if one is needed.
What are two reasons why it is important to search early? - Correct
Answer ✔️✔️To be sure no one else is already working on the
same problem
, To get search results based on explicit information from the customer
A company is very excited about KCS. They implemented KCS about
three months ago. Their link rate has ramped up quickly, but now they
are getting complaints from the users about duplicate Articles in the
knowledge base. What are two likely causes of the company's duplicate
Article problem? - Correct Answer ✔️✔️The knowledge workers
do not have a goal on article reuse
The knowledge workers are solving and capturing issues they know the
answer to without searching
Which KCS Publisher activity improves Article findability? - Correct
Answer ✔️✔️Modifying Articles during reuse to include customer
context.
Which two metrics are considered outcomes and not activities? -
Correct Answer ✔️✔️Article reuse
Customer self-service success
