KCS v6 Trainer Practice
Exam 2027: 55 Test
Questions & CORRECT
ANSWERs
Factors for self-service success - CORRECT ANSWERFindability
Completeness
Access
Navigation
Marketing
Types of Demand - CORRECT ANSWERAssisted - call in
Self-Service
Communities and Social Media - chat boards, discussion boards (e.g. StackOverflow)
Captures the collective experience of the organization - CORRECT ANSWERKCS article
KCS - CORRECT ANSWERMethodology that focuses on knowledge as a key asset of the organization
KCS seeks to - CORRECT ANSWERCreate articles as by product of problem solving
Develop a KB of collective experience to date
,Evolve articles based on demand and usage
Recognize - learning, collaboration, sharing, improving
Knowledge - CORRECT ANSWERInformation you can use to take action
Solve Loop Practices - CORRECT ANSWERImprove
Reuse
Capture
Structure
Evolve Loop Practices - CORRECT ANSWERPerformance Assessment
Leadership and Communication
Content Health
Process and Integration
KCS Roles - CORRECT ANSWERCandidate
Contributor
Publisher
Coach
Knowledge Domain Expert (KDE)
Which role has view restrictions? - CORRECT ANSWERCandidate
Which role can publish externally? - CORRECT ANSWERPublisher
Best combination of techniques for picking coaches - CORRECT ANSWEROrganization Network Analysis
(ONA) and manager perspective
,Organizational Network Analysis - CORRECT ANSWERNodes are people, arcs for trust relationships,
degree of trust as weight of the arc
Productivity of coaching and training vs. just training - CORRECT ANSWER86% improvement vs. just 22%
improvement.
Perspectives in an article - CORRECT ANSWERRequestor (the context)
Responder (the experience)
Organization (the metadata)
Types of articles - CORRECT ANSWERExperience-based (80-90)
Evolve loop (rest of 10-20%)
Compliance (rest of 10-20%)
Who owns the content standard? - CORRECT ANSWERKnowledge Workers (not Managers)
Article state fields - CORRECT ANSWERConfidence (Quality) (Status)
Audience
Governance (if needed)
Confidence values - CORRECT ANSWERWIP
Not Validated
Validated
Archived
AQI - CORRECT ANSWERArticle Quality Index
Checklist of attributes of a good article
, Is AQI based on random sample or full check? - CORRECT ANSWERRandom sampling
AQI focuses on - CORRECT ANSWERContent
Simple AQI checklist items - CORRECT ANSWERUnique
Complete
Content clear
Title relates to article
Hyperlinks valid
Metadata correct
How should you migrate legacy content? - CORRECT ANSWERYou should not - start with an empty KB.
When can we link to external content? - CORRECT ANSWERSpecific information
Maintained
Requestor can access
Matches requestor's context
Who owns the workflow? - CORRECT ANSWERKnowledge workers
Who owns communication plan? - CORRECT ANSWERManagers
Who owns the performance assessment? - CORRECT ANSWERManagers
How to we capture the issue? - CORRECT ANSWERListen, understand, and use the requestor's terms
PAR - CORRECT ANSWERProcess Adherence Review
A PAR reviews all incidents? - CORRECT ANSWERFalse
Exam 2027: 55 Test
Questions & CORRECT
ANSWERs
Factors for self-service success - CORRECT ANSWERFindability
Completeness
Access
Navigation
Marketing
Types of Demand - CORRECT ANSWERAssisted - call in
Self-Service
Communities and Social Media - chat boards, discussion boards (e.g. StackOverflow)
Captures the collective experience of the organization - CORRECT ANSWERKCS article
KCS - CORRECT ANSWERMethodology that focuses on knowledge as a key asset of the organization
KCS seeks to - CORRECT ANSWERCreate articles as by product of problem solving
Develop a KB of collective experience to date
,Evolve articles based on demand and usage
Recognize - learning, collaboration, sharing, improving
Knowledge - CORRECT ANSWERInformation you can use to take action
Solve Loop Practices - CORRECT ANSWERImprove
Reuse
Capture
Structure
Evolve Loop Practices - CORRECT ANSWERPerformance Assessment
Leadership and Communication
Content Health
Process and Integration
KCS Roles - CORRECT ANSWERCandidate
Contributor
Publisher
Coach
Knowledge Domain Expert (KDE)
Which role has view restrictions? - CORRECT ANSWERCandidate
Which role can publish externally? - CORRECT ANSWERPublisher
Best combination of techniques for picking coaches - CORRECT ANSWEROrganization Network Analysis
(ONA) and manager perspective
,Organizational Network Analysis - CORRECT ANSWERNodes are people, arcs for trust relationships,
degree of trust as weight of the arc
Productivity of coaching and training vs. just training - CORRECT ANSWER86% improvement vs. just 22%
improvement.
Perspectives in an article - CORRECT ANSWERRequestor (the context)
Responder (the experience)
Organization (the metadata)
Types of articles - CORRECT ANSWERExperience-based (80-90)
Evolve loop (rest of 10-20%)
Compliance (rest of 10-20%)
Who owns the content standard? - CORRECT ANSWERKnowledge Workers (not Managers)
Article state fields - CORRECT ANSWERConfidence (Quality) (Status)
Audience
Governance (if needed)
Confidence values - CORRECT ANSWERWIP
Not Validated
Validated
Archived
AQI - CORRECT ANSWERArticle Quality Index
Checklist of attributes of a good article
, Is AQI based on random sample or full check? - CORRECT ANSWERRandom sampling
AQI focuses on - CORRECT ANSWERContent
Simple AQI checklist items - CORRECT ANSWERUnique
Complete
Content clear
Title relates to article
Hyperlinks valid
Metadata correct
How should you migrate legacy content? - CORRECT ANSWERYou should not - start with an empty KB.
When can we link to external content? - CORRECT ANSWERSpecific information
Maintained
Requestor can access
Matches requestor's context
Who owns the workflow? - CORRECT ANSWERKnowledge workers
Who owns communication plan? - CORRECT ANSWERManagers
Who owns the performance assessment? - CORRECT ANSWERManagers
How to we capture the issue? - CORRECT ANSWERListen, understand, and use the requestor's terms
PAR - CORRECT ANSWERProcess Adherence Review
A PAR reviews all incidents? - CORRECT ANSWERFalse
