KCS v6 Practices Exam Questions Solved Correctly Latest Update 2025 Graded A+
Activities - Answers Leading indicators that count activity (# of articles created or reused). The activity
alone is not
an indicator of value.
Add it - Answers Creating a new KCS article in the workflow, if one does not exist.
Article Quality Index (AQI) - Answers 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 - Answers 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 - Answers The initial creator of a KCS article.
Average work time to resolve - Answers 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 - Answers 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 - Answers 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 - Answers Search words become part of the knowledge base as standalone article
or part of an existing article.
Capture - Answers The first Solve Loop practice, while solving the problem the Analyst captures the
customer's context.
Cause - Answers The underlying or root cause of the problem.
Citation - Answers Reuse of your articles by others
Closed loop feedback - Answers Insight generated by the Evolve Loop that continuously improves the
customer experience as well as the information in the knowledge base.
Coach - Answers KCS role that support the development of the KCS Candidates and KCS Contributors.
Communication Effectiveness
, Indicators - Answers Used to assess the level of buy-in and understanding across the organization
Compelling purpose - Answers The purpose of an organization; people should connect with it on a
personal, emotional level.
Competency profile - Answers Percentage of Analysts at each level of the KCS competencies: KCS
Candidate, KCS Contributor, and KCS Publisher.
Content - Answers Various forms of content that solve a specific issue, including KCS articles, white
papers,
documentation etc. This content must be searchable, answer the specific issue in the context of the
audience with the issue and maintained.
Content Health - Answers The first Evolve Loop practice focuses on article structure, content standards,
content quality, and
article life cycles.
Content Standard - Answers A formal document describes decisions the organization has made about
KCS article content and structure.
Contribution Indicators - Answers How often a knowledge worker is reusing, modifying, or creating a
new knowledge article.
Contribution Index - Answers It is the ratio of the number of times a knowledge worker appropriated
contributed as a percentage of our total opportunity to contribute.
Context - Answers Captured in the Solve Loop, it is the description of the needs and experiences of the
customer in
his or her own terms.
Cost per incident - Answers Total support costs divided by the number of incidents closed
Creator - Answers The author of a KCS article.
Cross-functional measures - Answers Measures to which multiple functions within the organization
contribute. For example, product
improvements require support to capture the interactions and recognize trends to give development
credible input on high leverage opportunities for product improvement. Development must execute on
these opportunities. The measure is shared by support and development. (See Transforming
Performance Measurement by Spitzer)
Activities - Answers Leading indicators that count activity (# of articles created or reused). The activity
alone is not
an indicator of value.
Add it - Answers Creating a new KCS article in the workflow, if one does not exist.
Article Quality Index (AQI) - Answers 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 - Answers 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 - Answers The initial creator of a KCS article.
Average work time to resolve - Answers 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 - Answers 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 - Answers 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 - Answers Search words become part of the knowledge base as standalone article
or part of an existing article.
Capture - Answers The first Solve Loop practice, while solving the problem the Analyst captures the
customer's context.
Cause - Answers The underlying or root cause of the problem.
Citation - Answers Reuse of your articles by others
Closed loop feedback - Answers Insight generated by the Evolve Loop that continuously improves the
customer experience as well as the information in the knowledge base.
Coach - Answers KCS role that support the development of the KCS Candidates and KCS Contributors.
Communication Effectiveness
, Indicators - Answers Used to assess the level of buy-in and understanding across the organization
Compelling purpose - Answers The purpose of an organization; people should connect with it on a
personal, emotional level.
Competency profile - Answers Percentage of Analysts at each level of the KCS competencies: KCS
Candidate, KCS Contributor, and KCS Publisher.
Content - Answers Various forms of content that solve a specific issue, including KCS articles, white
papers,
documentation etc. This content must be searchable, answer the specific issue in the context of the
audience with the issue and maintained.
Content Health - Answers The first Evolve Loop practice focuses on article structure, content standards,
content quality, and
article life cycles.
Content Standard - Answers A formal document describes decisions the organization has made about
KCS article content and structure.
Contribution Indicators - Answers How often a knowledge worker is reusing, modifying, or creating a
new knowledge article.
Contribution Index - Answers It is the ratio of the number of times a knowledge worker appropriated
contributed as a percentage of our total opportunity to contribute.
Context - Answers Captured in the Solve Loop, it is the description of the needs and experiences of the
customer in
his or her own terms.
Cost per incident - Answers Total support costs divided by the number of incidents closed
Creator - Answers The author of a KCS article.
Cross-functional measures - Answers Measures to which multiple functions within the organization
contribute. For example, product
improvements require support to capture the interactions and recognize trends to give development
credible input on high leverage opportunities for product improvement. Development must execute on
these opportunities. The measure is shared by support and development. (See Transforming
Performance Measurement by Spitzer)
