KCS v6, Chapter 3: KCS Double-Loop
Process Question and answers 100%
correct 2025/2026
Describe the double loop process used in KCS - correct answer ✔The KCS methodology uses double-
loop processes to optimize the health of the knowledge base and the capability of the organization. The
Solve and Evolve loop processes are the operational activities that reinforce each other and make up the
system. There are 8 practices in the double-loop process; four in the Solve Loop and 4 in the Evolve loop.
As mentioned in standard 1.2.1:
- The A loop is the activity of getting work done; and it is often reactive in that the activity is triggered by
an event or an interaction.
- The B loop defines the A loop process and is also reflective. It is a process of continuous improvement
for the A loop. The B loop activities assess the health of the system by analyzing the pattern and trends
that emerge from a collection of A loop activities and output, and identify opportunities for
improvement.
Explain the Solve Loop - correct answer ✔The Solve Loop (A Loop) represents the responsibilities if the
representative when they are resolving a customer's issue.
- The practices within this loop are reactive and transactional.
- In the Solve Loop is the workflow that resolves issues -- it is a request-response workflow.
- Representatives capture their resolution experiences to create a collective memory for everyone to
use.
Describe the four practices in the Solve Loop - correct answer ✔The four practices in the Solve Loop
are:
1. Capture--in the workflow. Capture the:
, - Experience of resolving issues; customer's context and representatives knowledge.
- Customer's perception of what is occurring.
- Environment in which the issue is occurring.
- Resolution of the issue.
- Cause of the issue (optional)
2. Structure-for reuse.
- Consistent structure
- Simple templates
- Improve article readability
- New articles build on and integrate with existing knowledge.
3. Reuse-words and phrases used in the search are valuable content and should be reused to improve
articles or create a new article.
- Searching is part of the request-requester process.
- Search-early, search-often ensures that one will benefit from existing knowledge and reduces the
likelihood of creating duplicates.
4. Improve-reuse is improved.
- Representatives take responsibility for the articles they interact with.
- Use "Flag-It or Fix-It" for articles not understood or those that can be improved or corrected.
- Licensed users editing articles improves quality, reduces duplicates, and assures currency.
Explain the Evolve Loop - correct answer ✔The Evolve Loop represents the responsibilities of
leadership and the organizational level processes needed for KCS. The Evolve Loop:
- Defines the practices that govern and promote the activities of the Solve Loop and the content
standard.
- Is responsible for continuous improvement based on the analysis of the Solve Loop events and the
associated articles with those events.
Process Question and answers 100%
correct 2025/2026
Describe the double loop process used in KCS - correct answer ✔The KCS methodology uses double-
loop processes to optimize the health of the knowledge base and the capability of the organization. The
Solve and Evolve loop processes are the operational activities that reinforce each other and make up the
system. There are 8 practices in the double-loop process; four in the Solve Loop and 4 in the Evolve loop.
As mentioned in standard 1.2.1:
- The A loop is the activity of getting work done; and it is often reactive in that the activity is triggered by
an event or an interaction.
- The B loop defines the A loop process and is also reflective. It is a process of continuous improvement
for the A loop. The B loop activities assess the health of the system by analyzing the pattern and trends
that emerge from a collection of A loop activities and output, and identify opportunities for
improvement.
Explain the Solve Loop - correct answer ✔The Solve Loop (A Loop) represents the responsibilities if the
representative when they are resolving a customer's issue.
- The practices within this loop are reactive and transactional.
- In the Solve Loop is the workflow that resolves issues -- it is a request-response workflow.
- Representatives capture their resolution experiences to create a collective memory for everyone to
use.
Describe the four practices in the Solve Loop - correct answer ✔The four practices in the Solve Loop
are:
1. Capture--in the workflow. Capture the:
, - Experience of resolving issues; customer's context and representatives knowledge.
- Customer's perception of what is occurring.
- Environment in which the issue is occurring.
- Resolution of the issue.
- Cause of the issue (optional)
2. Structure-for reuse.
- Consistent structure
- Simple templates
- Improve article readability
- New articles build on and integrate with existing knowledge.
3. Reuse-words and phrases used in the search are valuable content and should be reused to improve
articles or create a new article.
- Searching is part of the request-requester process.
- Search-early, search-often ensures that one will benefit from existing knowledge and reduces the
likelihood of creating duplicates.
4. Improve-reuse is improved.
- Representatives take responsibility for the articles they interact with.
- Use "Flag-It or Fix-It" for articles not understood or those that can be improved or corrected.
- Licensed users editing articles improves quality, reduces duplicates, and assures currency.
Explain the Evolve Loop - correct answer ✔The Evolve Loop represents the responsibilities of
leadership and the organizational level processes needed for KCS. The Evolve Loop:
- Defines the practices that govern and promote the activities of the Solve Loop and the content
standard.
- Is responsible for continuous improvement based on the analysis of the Solve Loop events and the
associated articles with those events.
