KCS Workshop

What does KCS stand for?

• Knowledge-Centered Solutions

• Knowledge-Centric Support

• Knowledge-Centered Service

• Knowledge-Centered System

Which of the following is NOT a KCS principle?

• Create in small increments

• Evolve content based on demand and usage

• Create knowledge articles only when instructed by management

• Reward learning, collaboration, sharing, and improving

True or False: KCS encourages the reuse of knowledge rather than recreating it.

• TRUE

• FALSE

True or False: If a PRB record does not exist, the KBA category must be set to "Investigation".

• TRUE

• FALSE

What is the main advantage of creating KCS articles in real-time during interactions?

• It reduces the workload of support staff

• It ensures vital information is not missed

• It increases resolution time

• It makes articles harder to find

True or False: KCS is owned collectively by all who interact with the knowledge

• TRUE

• FALSE

The Solve Loop practice of KCS methodology consists of:

• • Capture

  • Structure

  • Reuse

  • Improve

• • Capture

  • Structure

  • Reuse

  • Create

• • Review

  • Assess

  • Reuse

  • Improve

• • Capture

  • Reuse

  • Create

  • Share

KCS seeks to:

• • Create articles as a by-product of resolving issues

• • Develop a knowledge base or our collective experience to date

• • Evolve articles based on demand and usage

• All of the options are correct