KCS
KCS PRACTICES V6 CERTIFICATION EXAM
QUESTIONS AND ANSWERS UPDATED
(2024/2025) (VERIFIED ANSWERS)
Types of articles - ANS ✓Experience-based (80-90)
Evolve loop (rest of 10-20%)
Compliance (rest of 10-20%)
Who owns the content standard? - ANS ✓Knowledge Workers (not Managers)
Article state fields - ANS ✓Confidence (Quality) (Status)
Audience
Governance (if needed)
Confidence values - ANS ✓WIP
Not Validated
Validated
Archived
AQI - ANS ✓Article Quality Index
Checklist of attributes of a good article
Is AQI based on random sample or full check? - ANS ✓Random sampling
AQI focuses on - ANS ✓Content
1
KCS Practices
,KCS
Simple AQI checklist items - ANS ✓Unique
Complete
Content clear
Title relates to article
Hyperlinks valid
Metadata correct
How should you migrate legacy content? - ANS ✓You should not - start with
an empty KB.
When can we link to external content? - ANS ✓Specific information
Maintained
Requestor can access
Matches requestor's context
Who owns the workflow? - ANS ✓Knowledge workers
Who owns communication plan? - ANS ✓Managers
Who owns the performance assessment? - ANS ✓Managers
How to we capture the issue? - ANS ✓Listen, understand, and use the
requestor's terms
PAR - ANS ✓Process Adherence Review
A PAR reviews all incidents? - ANS ✓False
2
KCS Practices
, KCS
Leading indicators - ANS ✓Activities that produce results
# articles created
talk time, hold time
You should put goals on leading indicators? - ANS ✓False
Lagging indicators - ANS ✓Outcomes
Customer loyalty
AQI
Retention
Link accuracy
Lagging indicators should have goals? - ANS ✓True
Principle of Abundance - ANS ✓The more we share, the more we learn.
As KCS knowledge workers increase, so does richness of the KB
Abundant recognition
Principle of Create Value - ANS ✓Work tasks, think big picture
Capture your knowledge
Flag it or fix it.
3
KCS Practices
KCS PRACTICES V6 CERTIFICATION EXAM
QUESTIONS AND ANSWERS UPDATED
(2024/2025) (VERIFIED ANSWERS)
Types of articles - ANS ✓Experience-based (80-90)
Evolve loop (rest of 10-20%)
Compliance (rest of 10-20%)
Who owns the content standard? - ANS ✓Knowledge Workers (not Managers)
Article state fields - ANS ✓Confidence (Quality) (Status)
Audience
Governance (if needed)
Confidence values - ANS ✓WIP
Not Validated
Validated
Archived
AQI - ANS ✓Article Quality Index
Checklist of attributes of a good article
Is AQI based on random sample or full check? - ANS ✓Random sampling
AQI focuses on - ANS ✓Content
1
KCS Practices
,KCS
Simple AQI checklist items - ANS ✓Unique
Complete
Content clear
Title relates to article
Hyperlinks valid
Metadata correct
How should you migrate legacy content? - ANS ✓You should not - start with
an empty KB.
When can we link to external content? - ANS ✓Specific information
Maintained
Requestor can access
Matches requestor's context
Who owns the workflow? - ANS ✓Knowledge workers
Who owns communication plan? - ANS ✓Managers
Who owns the performance assessment? - ANS ✓Managers
How to we capture the issue? - ANS ✓Listen, understand, and use the
requestor's terms
PAR - ANS ✓Process Adherence Review
A PAR reviews all incidents? - ANS ✓False
2
KCS Practices
, KCS
Leading indicators - ANS ✓Activities that produce results
# articles created
talk time, hold time
You should put goals on leading indicators? - ANS ✓False
Lagging indicators - ANS ✓Outcomes
Customer loyalty
AQI
Retention
Link accuracy
Lagging indicators should have goals? - ANS ✓True
Principle of Abundance - ANS ✓The more we share, the more we learn.
As KCS knowledge workers increase, so does richness of the KB
Abundant recognition
Principle of Create Value - ANS ✓Work tasks, think big picture
Capture your knowledge
Flag it or fix it.
3
KCS Practices
