KCS v6 Trainer Certification Exam Prep Guide: Questions & Answers for Success

KCS v6 Trainer Certification

Why it is dangerous to put goals on KCS activities or over emphasize the

leading indicators. - Correct Answer ✔️✔️They do not correlate

to value




They are easy to manipulate




Corrupts the knowledge base


Examples of lagging indicators for customer support. - Correct Answer

✔️✔️Success with self service




AQI

,PAR




Value creation indicators for individuals




Communication and effectiveness indicators




WIIFM indicators


How we determine who is creating value in a KCS environment (the

concept). - Correct Answer ✔️✔️We measure from multiple

perspectives - triangulation - up to 5-7 perspectives




GPS story from the Adoption Guide. Phones need signals from 5-7

satellites to provide useful location.

, Examples of leadership's responsibility to motivate knowledge workers

to do KCS. - Correct Answer ✔️✔️Define a vision and purpose




Define WIIFM for knowledge workers - achievement, recognition,

autonomy




Communicate the purpose and WIIFM to drive engagement.




Ensure stakeholders have clear and timely visibility into the impact of

their contribution




Recognize both individual and team contributions and results


Elements of the KCS practices that contribute to article consistency and

quality. - Correct Answer ✔️✔️Content standard