KCS v6 Practices Exam Questions
with complete solution 2025/2026
Leading indicators that count activity (# of articles created or reused). The activity alone is not
an indicator of value. - correct answer ✔Activities
Creating a new KCS article in the workflow, if one does not exist. - correct answer ✔Add it
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. - correct answer ✔Article Quality Index (AQI)
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. - correct answer ✔Articles
The initial creator of a KCS article. - correct answer ✔Author
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. - correct answer
✔Average work time to resolve
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) - correct answer
✔Balanced Scorecard
The number of customer issues solved through self-service that would have become incidents (this is a
subset of self-service customer success) - correct answer ✔Call deflection
, Search words become part of the knowledge base as standalone article or part of an existing article. -
correct answer ✔Candidate Knowledge
The first Solve Loop practice, while solving the problem the Analyst captures the customer's context. -
correct answer ✔Capture
The underlying or root cause of the problem. - correct answer ✔Cause
Reuse of your articles by others - correct answer ✔Citation
Insight generated by the Evolve Loop that continuously improves the customer experience as well as the
information in the knowledge base. - correct answer ✔Closed loop feedback
KCS role that support the development of the KCS Candidates and KCS Contributors. - correct answer
✔Coach
Used to assess the level of buy-in and understanding across the organization - correct answer
✔Communication Effectiveness
Indicators
The purpose of an organization; people should connect with it on a personal, emotional level. - correct
answer ✔Compelling purpose
Percentage of Analysts at each level of the KCS competencies: KCS Candidate, KCS Contributor, and KCS
Publisher. - correct answer ✔Competency profile
Various forms of content that solve a specific issue, including KCS articles, white papers,
with complete solution 2025/2026
Leading indicators that count activity (# of articles created or reused). The activity alone is not
an indicator of value. - correct answer ✔Activities
Creating a new KCS article in the workflow, if one does not exist. - correct answer ✔Add it
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. - correct answer ✔Article Quality Index (AQI)
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. - correct answer ✔Articles
The initial creator of a KCS article. - correct answer ✔Author
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. - correct answer
✔Average work time to resolve
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) - correct answer
✔Balanced Scorecard
The number of customer issues solved through self-service that would have become incidents (this is a
subset of self-service customer success) - correct answer ✔Call deflection
, Search words become part of the knowledge base as standalone article or part of an existing article. -
correct answer ✔Candidate Knowledge
The first Solve Loop practice, while solving the problem the Analyst captures the customer's context. -
correct answer ✔Capture
The underlying or root cause of the problem. - correct answer ✔Cause
Reuse of your articles by others - correct answer ✔Citation
Insight generated by the Evolve Loop that continuously improves the customer experience as well as the
information in the knowledge base. - correct answer ✔Closed loop feedback
KCS role that support the development of the KCS Candidates and KCS Contributors. - correct answer
✔Coach
Used to assess the level of buy-in and understanding across the organization - correct answer
✔Communication Effectiveness
Indicators
The purpose of an organization; people should connect with it on a personal, emotional level. - correct
answer ✔Compelling purpose
Percentage of Analysts at each level of the KCS competencies: KCS Candidate, KCS Contributor, and KCS
Publisher. - correct answer ✔Competency profile
Various forms of content that solve a specific issue, including KCS articles, white papers,
