KCS v6 Practices Exam Question and
answers 100% correct 2025/2026
Activities - correct answer ✔Leading indicators that count activity (# of articles created or reused). The
activity alone is not
an indicator of value.
Add it - correct answer ✔Creating a new KCS article in the workflow, if one does not exist.
Article Quality Index (AQI) - correct answer ✔AQI is quantitative measure that is based on a set of
criteria to assure a KCS Contributor understands the criteria defined in the KCS Content Standard.
Articles - correct answer ✔The collective experience of the support organization in solving problems
and answering questions. Articles can include a variety of issues: usage or "how to", configuration,
interoperability, performance, defects, procedural or diagnostic information.
Author - correct answer ✔The initial creator of a KCS article.
Average work time to resolve - correct answer ✔Number of minutes consumed per incident in
developing an answer, fix, bypass or workaround.
Determined by dividing the total minutes worked by the number of incidents resolved.
Balanced Scorecard - correct answer ✔A method of goals and metrics that links individual and
organization goals. Examines performance from multiple points of view. (see The Balanced Scorecard by
Kaplan and Norton)
Call deflection - correct answer ✔The number of customer issues solved through self-service that
would have become incidents (this is a subset of self-service customer success)
, Candidate Knowledge - correct answer ✔Search words become part of the knowledge base as
standalone article or part of an existing article.
Capture - correct answer ✔The first Solve Loop practice, while solving the problem the Analyst
captures the customer's context.
Cause - correct answer ✔The underlying or root cause of the problem.
Citation - correct answer ✔Reuse of your articles by others
Closed loop feedback - correct answer ✔Insight generated by the Evolve Loop that continuously
improves the customer experience as well as the information in the knowledge base.
Coach - correct answer ✔KCS role that support the development of the KCS Candidates and KCS
Contributors.
Communication Effectiveness
Indicators - correct answer ✔Used to assess the level of buy-in and understanding across the
organization
Compelling purpose - correct answer ✔The purpose of an organization; people should connect with it
on a personal, emotional level.
Competency profile - correct answer ✔Percentage of Analysts at each level of the KCS competencies:
KCS Candidate, KCS Contributor, and KCS Publisher.
answers 100% correct 2025/2026
Activities - correct answer ✔Leading indicators that count activity (# of articles created or reused). The
activity alone is not
an indicator of value.
Add it - correct answer ✔Creating a new KCS article in the workflow, if one does not exist.
Article Quality Index (AQI) - correct answer ✔AQI is quantitative measure that is based on a set of
criteria to assure a KCS Contributor understands the criteria defined in the KCS Content Standard.
Articles - correct answer ✔The collective experience of the support organization in solving problems
and answering questions. Articles can include a variety of issues: usage or "how to", configuration,
interoperability, performance, defects, procedural or diagnostic information.
Author - correct answer ✔The initial creator of a KCS article.
Average work time to resolve - correct answer ✔Number of minutes consumed per incident in
developing an answer, fix, bypass or workaround.
Determined by dividing the total minutes worked by the number of incidents resolved.
Balanced Scorecard - correct answer ✔A method of goals and metrics that links individual and
organization goals. Examines performance from multiple points of view. (see The Balanced Scorecard by
Kaplan and Norton)
Call deflection - correct answer ✔The number of customer issues solved through self-service that
would have become incidents (this is a subset of self-service customer success)
, Candidate Knowledge - correct answer ✔Search words become part of the knowledge base as
standalone article or part of an existing article.
Capture - correct answer ✔The first Solve Loop practice, while solving the problem the Analyst
captures the customer's context.
Cause - correct answer ✔The underlying or root cause of the problem.
Citation - correct answer ✔Reuse of your articles by others
Closed loop feedback - correct answer ✔Insight generated by the Evolve Loop that continuously
improves the customer experience as well as the information in the knowledge base.
Coach - correct answer ✔KCS role that support the development of the KCS Candidates and KCS
Contributors.
Communication Effectiveness
Indicators - correct answer ✔Used to assess the level of buy-in and understanding across the
organization
Compelling purpose - correct answer ✔The purpose of an organization; people should connect with it
on a personal, emotional level.
Competency profile - correct answer ✔Percentage of Analysts at each level of the KCS competencies:
KCS Candidate, KCS Contributor, and KCS Publisher.
