HDI—KCS Question and answers
rated A+ 2025/2026
Identify the entity that created KCS. - correct answer ✔The Consortium for Service Innovation
Explain who is the Consortium for Service Innovation. - correct answer ✔The CSI is an alliance of service
organizations that work together to resolve industry-wide challenges.
Explain why KCS was created. - correct answer ✔KCS was created to capture,structure,reuse,and
improve knowledge to improve efficiency and effectiveness of support organizations.
Identify when the work began on the creation of KCS. - correct answer ✔1992
List the common reasons that support centers should implement KCS. - correct answer ✔Lower
support cost
Reduce burnout
Address training issues
Reduce cost of support
Increase FCR
Learn from customer
Enable self-service
Answers recurring questions
Faster resolution
Same answers to same questions
Answers to complex issues
,Identify some of the common benefits that result from implementing KCS. - correct answer ✔50-60%
Faster resolutions
Optimize use of resources
Enable self-service to improve customer service 50%
Building organizational learning; 10% reduction of root cause removal
Identify the three levels of KCS benefits - correct answer ✔DIRECT -Operational improvements 3-6
months
APPLIED -New ways of delivering support, enabling self-service
LEVERAGED -Knowledge allows support organizations to offer new kinds of service
Identify the two types of KCS benefits. - correct answer ✔Qualitative - subjective
Quantitative - objective
Identify the 3 components that KCS practices are organized into. - correct answer ✔Knowledge Article
Solve Loop
Evolve Loop
Explain the Solve Loop. - correct answer ✔Workflow driven by the problem-solving process;Analyst
Transactional;routine problem solving
Identify the four practices in the Solve Loop. - correct answer ✔Capture
Structure
Reuse
Improve
,Explain the Evolve Loop. - correct answer ✔Govern and promote activities of the Solve Loop.
Organizational-Level occur across a collection of events
Systemic-enable transactional activities
Identify the four practices in the Evolve Loop. - correct answer ✔Content Health
Process Integration
Procedure Assessment
Leadership & Communication
Define the principles of Capture Practice. - correct answer ✔Knowledge captured as by-product of
problem solving
Capture knowledge in moment it becomes explicit
Content is captured in customer context
Information is captured about the environment
Only relevant content is captured
Tacit knowledge is captured
Concept of capture knowledge before you add
Search words are candidate knowledge
Explain the benefits of Capture. - correct answer ✔Customer's content
Improves findable articles
Context is captured appropriately
Context is captured at the point of interaction
Define the principles of the Structure practice. - correct answer ✔Using a simple form or template to
capture and organize content, distinguishing between
, Issue/question
Environment
Resolution/answer
Cause
Metadata
Using complete thoughts not necessarily complete sentences
List the benefits of structure - correct answer ✔Provide context for the content
Improve readability
Promote consistency of quality
Explain the principles of the reuse practice. - correct answer ✔Search early; Search often
Seek to understand what we collectively know
Issue and environment create a framed knowledge article
Link relevant articles to incidents
List the benefits of reuse. - correct answer ✔Minimize rework by using existing articles to resolve issues
Adds additional customer context
Determine if issue has been resolved
Determine if someone else is working on issue.
Define the principles of the Improve practice. - correct answer ✔Just-in-time quality
Content is validated when it is reused.
Demand driven article review; 80% of articles may never be reused
To review every articles is a waste of time and money
rated A+ 2025/2026
Identify the entity that created KCS. - correct answer ✔The Consortium for Service Innovation
Explain who is the Consortium for Service Innovation. - correct answer ✔The CSI is an alliance of service
organizations that work together to resolve industry-wide challenges.
Explain why KCS was created. - correct answer ✔KCS was created to capture,structure,reuse,and
improve knowledge to improve efficiency and effectiveness of support organizations.
Identify when the work began on the creation of KCS. - correct answer ✔1992
List the common reasons that support centers should implement KCS. - correct answer ✔Lower
support cost
Reduce burnout
Address training issues
Reduce cost of support
Increase FCR
Learn from customer
Enable self-service
Answers recurring questions
Faster resolution
Same answers to same questions
Answers to complex issues
,Identify some of the common benefits that result from implementing KCS. - correct answer ✔50-60%
Faster resolutions
Optimize use of resources
Enable self-service to improve customer service 50%
Building organizational learning; 10% reduction of root cause removal
Identify the three levels of KCS benefits - correct answer ✔DIRECT -Operational improvements 3-6
months
APPLIED -New ways of delivering support, enabling self-service
LEVERAGED -Knowledge allows support organizations to offer new kinds of service
Identify the two types of KCS benefits. - correct answer ✔Qualitative - subjective
Quantitative - objective
Identify the 3 components that KCS practices are organized into. - correct answer ✔Knowledge Article
Solve Loop
Evolve Loop
Explain the Solve Loop. - correct answer ✔Workflow driven by the problem-solving process;Analyst
Transactional;routine problem solving
Identify the four practices in the Solve Loop. - correct answer ✔Capture
Structure
Reuse
Improve
,Explain the Evolve Loop. - correct answer ✔Govern and promote activities of the Solve Loop.
Organizational-Level occur across a collection of events
Systemic-enable transactional activities
Identify the four practices in the Evolve Loop. - correct answer ✔Content Health
Process Integration
Procedure Assessment
Leadership & Communication
Define the principles of Capture Practice. - correct answer ✔Knowledge captured as by-product of
problem solving
Capture knowledge in moment it becomes explicit
Content is captured in customer context
Information is captured about the environment
Only relevant content is captured
Tacit knowledge is captured
Concept of capture knowledge before you add
Search words are candidate knowledge
Explain the benefits of Capture. - correct answer ✔Customer's content
Improves findable articles
Context is captured appropriately
Context is captured at the point of interaction
Define the principles of the Structure practice. - correct answer ✔Using a simple form or template to
capture and organize content, distinguishing between
, Issue/question
Environment
Resolution/answer
Cause
Metadata
Using complete thoughts not necessarily complete sentences
List the benefits of structure - correct answer ✔Provide context for the content
Improve readability
Promote consistency of quality
Explain the principles of the reuse practice. - correct answer ✔Search early; Search often
Seek to understand what we collectively know
Issue and environment create a framed knowledge article
Link relevant articles to incidents
List the benefits of reuse. - correct answer ✔Minimize rework by using existing articles to resolve issues
Adds additional customer context
Determine if issue has been resolved
Determine if someone else is working on issue.
Define the principles of the Improve practice. - correct answer ✔Just-in-time quality
Content is validated when it is reused.
Demand driven article review; 80% of articles may never be reused
To review every articles is a waste of time and money
