KCS 280 Study Guide Questions
Define "Partner" visibility - Correct Answer ✔️✔️Someone who is
not an employee but acts as a trusted extension of the organization.
Define "Customer" visibility - Correct Answer ✔️✔️Customers or
users of our products or services . These articles typically are made
accessible via a web-based self-service portal for registered users.
Define "public" visibility - Correct Answer ✔️✔️The KCS article is
intended for anyone unidentified in the public domain. A common
practice is to have this article optimized and indexed for a publicly
available search appliance like Google.
What is the 90/90 goal of a mature KCS environment? - Correct
Answer ✔️✔️we should share most of what we know externally as
quickly as we can. 90% of the articles in the KB should be available
externally immediately or within 90 minutes.
,What is the Article State Matrix? - Correct Answer ✔️✔️This
reference document maps the audiences (internal, partners, external)
against the KCS article attributes that affect visibility (state, knowledge
domain, special considerations) and defines access rights.
However, making articles externally visible based on reuse should be
temporary, replaced by the _______ publishing model of a mature KCS
environment. - Correct Answer ✔️✔️just-in-time
What is the "reuse count" model? - Correct Answer ✔️✔️In
some organizations, a Validated article becomes External automatically
when the reuse count is hit. The philosophy here is the article has been
used and therefore reviewed a couple of times, so it is sufficient to be
External.
What is the "conveyor belt" model? - Correct Answer ✔️✔️Once
an article has been reused three times internally, a timer starts for that
article and it will be External in five days. People in the organization can
opt-in to review the article or pull the article off the conveyor belt by
,changing the state or audience at any point during the five-day period.
The article will be External when the timer expires, whether or not it is
Validated.
What is the "make External after reuse" model - Correct Answer ✔️
✔️to fully capitalize on what we know internally, we must make a
high percentage of that available externally, and quickly. The idea is
that we make an article External only after internal reuse and as a
result sub-optimize the benefits of KCS. Patterns of reuse external to
the organization are different than patterns of reuse internally.
Name 2 governance attributes - Correct Answer ✔️✔️Experience
based & Compliance based
What is experienced based governance attribute? - Correct Answer
✔️✔️The Experience Based attribute is the most open level of
governance, and control is a function of being a member of the
community and having an identity. Sign-in is required. The number of
people with this level of rights and privileges will be very large; they can
, create and modify articles with the Collective attribute. The individual's
KCS license level defines their rights and privileges in setting the
audience attribute (Internal, Partner, External) and the confidence
attribute (Not Validated, Validated)
What is the compliance based governance attribute? - Correct Answer
✔️✔️The Compliance Based attribute is restrictive, in that only
designated individuals or specific groups of individuals can create and
modify articles with the Compliance attribute. These articles contain
information that describes policy, regulatory, or legal information.
While everyone should be able to comment on all types of articles, not
everyone can create or modify articles with the Compliance attribute.
What is KCS stagnation? - Correct Answer ✔️✔️The flow of
articles stop. People participate in KCS for the promise of reducing
redundant work - not solving the same problem over and over. the
organization has not created a self-service mechanism, or the rate at
Define "Partner" visibility - Correct Answer ✔️✔️Someone who is
not an employee but acts as a trusted extension of the organization.
Define "Customer" visibility - Correct Answer ✔️✔️Customers or
users of our products or services . These articles typically are made
accessible via a web-based self-service portal for registered users.
Define "public" visibility - Correct Answer ✔️✔️The KCS article is
intended for anyone unidentified in the public domain. A common
practice is to have this article optimized and indexed for a publicly
available search appliance like Google.
What is the 90/90 goal of a mature KCS environment? - Correct
Answer ✔️✔️we should share most of what we know externally as
quickly as we can. 90% of the articles in the KB should be available
externally immediately or within 90 minutes.
,What is the Article State Matrix? - Correct Answer ✔️✔️This
reference document maps the audiences (internal, partners, external)
against the KCS article attributes that affect visibility (state, knowledge
domain, special considerations) and defines access rights.
However, making articles externally visible based on reuse should be
temporary, replaced by the _______ publishing model of a mature KCS
environment. - Correct Answer ✔️✔️just-in-time
What is the "reuse count" model? - Correct Answer ✔️✔️In
some organizations, a Validated article becomes External automatically
when the reuse count is hit. The philosophy here is the article has been
used and therefore reviewed a couple of times, so it is sufficient to be
External.
What is the "conveyor belt" model? - Correct Answer ✔️✔️Once
an article has been reused three times internally, a timer starts for that
article and it will be External in five days. People in the organization can
opt-in to review the article or pull the article off the conveyor belt by
,changing the state or audience at any point during the five-day period.
The article will be External when the timer expires, whether or not it is
Validated.
What is the "make External after reuse" model - Correct Answer ✔️
✔️to fully capitalize on what we know internally, we must make a
high percentage of that available externally, and quickly. The idea is
that we make an article External only after internal reuse and as a
result sub-optimize the benefits of KCS. Patterns of reuse external to
the organization are different than patterns of reuse internally.
Name 2 governance attributes - Correct Answer ✔️✔️Experience
based & Compliance based
What is experienced based governance attribute? - Correct Answer
✔️✔️The Experience Based attribute is the most open level of
governance, and control is a function of being a member of the
community and having an identity. Sign-in is required. The number of
people with this level of rights and privileges will be very large; they can
, create and modify articles with the Collective attribute. The individual's
KCS license level defines their rights and privileges in setting the
audience attribute (Internal, Partner, External) and the confidence
attribute (Not Validated, Validated)
What is the compliance based governance attribute? - Correct Answer
✔️✔️The Compliance Based attribute is restrictive, in that only
designated individuals or specific groups of individuals can create and
modify articles with the Compliance attribute. These articles contain
information that describes policy, regulatory, or legal information.
While everyone should be able to comment on all types of articles, not
everyone can create or modify articles with the Compliance attribute.
What is KCS stagnation? - Correct Answer ✔️✔️The flow of
articles stop. People participate in KCS for the promise of reducing
redundant work - not solving the same problem over and over. the
organization has not created a self-service mechanism, or the rate at
