What Do You Know About Knowledge-centered Support? Trivia Quiz
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Questions and Answers
- 1.
Knowledge base articles must be perfect before they can be published.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Knowledge base articles do not have to be perfect before they can be published. While it is important to ensure accuracy and quality in the articles, they can still be published even if they are not perfect. The articles can always be updated and improved over time based on feedback and new information.Rate this question:
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- 2.
You should wait until the issue is completely resolved before beginning an article.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Waiting until the issue is completely resolved before beginning an article is not necessary. It is often more efficient to start writing and then make necessary revisions or updates as the issue gets resolved. This allows for a more timely publication and keeps the article relevant to the current situation.Rate this question:
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- 3.
KCS was created in 1992, and has over 20 years of data on its effectiveness.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that KCS (Knowledge-Centered Service) was established in 1992 and has accumulated more than two decades of data to support its effectiveness. This implies that KCS has been in operation for a significant period of time and has had ample opportunity to gather evidence and refine its practices. Therefore, the answer is true.Rate this question:
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- 4.
KCS articles should be wordy and long.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
KCS articles should not be wordy and long. The Knowledge-Centered Service (KCS) methodology encourages concise and to-the-point articles. The goal is to provide users with easily digestible information that directly addresses their needs. Lengthy articles can be overwhelming and time-consuming for users to navigate. Instead, KCS articles should focus on delivering clear and concise solutions, enabling users to quickly find the information they need to resolve their issues.Rate this question:
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- 5.
It is important for authors to write articles using the customer’s words.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Authors should write articles using the customer's words because it helps to create a connection with the readers and make the content more relatable. By using the customer's language, the author can effectively communicate their message and address the specific needs and concerns of the target audience. This approach also enhances the readability and engagement of the article, as readers are more likely to connect with content that resonates with their own experiences and vocabulary.Rate this question:
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- 6.
KCS is a shift in focus from Knowing to Learning & Sharing.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that KCS (Knowledge-Centered Service) involves a change in mindset from simply knowing information to actively engaging in learning and sharing knowledge. This implies that KCS encourages individuals to not only acquire knowledge but also to continuously learn and improve, as well as share their knowledge with others. Therefore, the correct answer is true, as it aligns with the concept of KCS.Rate this question:
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- 7.
KCS is something extra we do in Support, in addition to solving problems.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement suggests that KCS (Knowledge-Centered Support) is an additional task performed in addition to problem-solving in support. However, the correct answer is False because KCS is not considered as something extra, but rather a methodology that integrates knowledge creation and problem-solving into the support process. It emphasizes capturing and sharing knowledge to enable continuous improvement and self-service for customers.Rate this question:
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- 8.
The overall idea of KCS is to solve a problem once, and use the solution often.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement is true because the Knowledge-Centered Service (KCS) methodology aims to create a knowledge base where solutions to problems are documented and shared. By solving a problem once and documenting the solution, it becomes readily available for future use. This approach promotes efficiency and reduces the need to repeatedly solve the same problems.Rate this question:
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- 9.
To create a good knowledge base article, you must be a technical writer.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
To create a good knowledge base article, being a technical writer is not a requirement. While technical writing skills can certainly be beneficial in creating clear and concise articles, it is not the only factor that determines the quality of a knowledge base article. Other skills such as research, organization, and the ability to communicate complex information in a user-friendly manner are also important in creating effective knowledge base articles. Therefore, it is not necessary to be a technical writer to create a good knowledge base article.Rate this question:
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- 10.
The Article Quality Index is one of several metrics in the Evolve Loop.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The given statement is true. The Article Quality Index is indeed one of several metrics in the Evolve Loop. This suggests that the Article Quality Index is a measure or indicator used within the Evolve Loop, which is likely a system or process that involves evaluating and improving the quality of articles. Unfortunately, without further context or information about the Evolve Loop or the specific purpose and definition of the Article Quality Index, it is difficult to provide a more detailed explanation.Rate this question:
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- 11.
The KCS Council plays a big role in the Solve Loop.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The KCS Council does not play a big role in the Solve Loop. The Solve Loop is a part of the Knowledge-Centered Service (KCS) methodology, which focuses on creating and maintaining knowledge articles to support the resolution of customer issues. The Solve Loop involves capturing and structuring knowledge, reusing and improving knowledge, and creating new knowledge. The KCS Council, on the other hand, is responsible for overseeing the implementation and continuous improvement of the KCS methodology within an organization. While the KCS Council may provide guidance and support for the Solve Loop, it does not directly play a big role in it.Rate this question:
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- 12.
Continuous Improvement is a hallmark of the Evolve Loop.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Continuous improvement is a key aspect of the Evolve Loop. This means that the Evolve Loop is designed to constantly strive for improvement and progress. It involves regularly evaluating and analyzing processes, systems, and outcomes in order to identify areas for enhancement and implement changes accordingly. By embracing continuous improvement, the Evolve Loop aims to ensure that it is constantly evolving and adapting to meet the changing needs and demands of its environment.Rate this question:
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- 13.
Capture in the customer’s words is mostly part of the Evolve Loop.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Capture in the customer's words is actually mostly part of the Explore Loop, not the Evolve Loop. The Explore Loop focuses on gathering customer feedback, understanding their needs and pain points, and capturing their requirements. This is done through various methods such as interviews, surveys, and observations. The Evolve Loop, on the other hand, involves iterating and improving the product based on the feedback and insights gathered during the Explore Loop.Rate this question:
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- 14.
Which of these is a benefit of KCS?
- A.
Increased customer satisfaction
- B.
Operational efficiencies
- C.
More interesting work for Support Staff
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
KCS, or Knowledge-Centered Service, offers several benefits. Firstly, it leads to increased customer satisfaction as it enables support staff to provide faster and more accurate solutions to customer issues. Secondly, it enhances operational efficiencies by creating a knowledge base that can be easily accessed and shared among support staff, reducing duplication of effort. Lastly, KCS promotes more interesting work for support staff by encouraging collaboration, continuous learning, and problem-solving. Therefore, all of the options mentioned - increased customer satisfaction, operational efficiencies, and more interesting work for support staff - are benefits of KCS.Rate this question:
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- 15.
What does KCS focus on as a key asset?
- A.
The Customer
- B.
The Support Analyst
- C.
Knowledge
- D.
Documentation
Correct Answer
C. KnowledgeExplanation
KCS, or Knowledge-Centered Service, focuses on knowledge as a key asset. This means that KCS emphasizes the importance of capturing, organizing, and sharing knowledge within an organization to improve customer support. By making knowledge easily accessible and continuously updating it, KCS aims to enhance the efficiency and effectiveness of support analysts in resolving customer issues. This approach recognizes that knowledge is a valuable resource that can drive customer satisfaction and improve overall support performance.Rate this question:
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- 16.
Which of these should we keep in mind when authoring an article?
- A.
Write in the customer’s own words
- B.
Use bullet points and numbering, not paragraphs
- C.
Use complete thoughts, not complete sentences
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
When authoring an article, it is important to keep in mind several factors. Firstly, writing in the customer's own words helps to create a relatable and engaging tone. Secondly, using bullet points and numbering instead of paragraphs can make the content more organized and easily scannable. Lastly, using complete thoughts rather than complete sentences ensures clarity and conciseness. Thus, all of these should be considered when authoring an article.Rate this question:
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- 17.
Which of these processes is not part of the Solve Loop?
- A.
Structure
- B.
Assess
- C.
Reuse
- D.
Capture
Correct Answer
B. AssessExplanation
Assess is not part of the Solve Loop because the Solve Loop consists of specific steps or processes that are followed to solve a problem. The steps in the Solve Loop typically include identifying the problem, generating potential solutions, evaluating the solutions, and implementing the best solution. Assess, on the other hand, involves evaluating or analyzing a situation or problem, which is typically done before the Solve Loop begins. Therefore, Assess is not part of the Solve Loop.Rate this question:
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- 18.
Which of these processes is not part of the Evolve Loop?
- A.
Process Integration
- B.
Content Health
- C.
Capture Context
- D.
Performance Assessment
Correct Answer
C. Capture ContextExplanation
Capture Context is not part of the Evolve Loop. The Evolve Loop is a continuous improvement cycle in which organizations assess their current state, identify areas for improvement, implement changes, and monitor the results. Process Integration is a crucial step in integrating new processes into the organization. Content Health focuses on the quality and relevance of the organization's content. Performance Assessment involves evaluating the effectiveness of the implemented changes. However, Capture Context, which refers to the process of gathering and documenting relevant information and knowledge, is not explicitly mentioned as part of the Evolve Loop.Rate this question:
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- 19.
What is the meaning of UFFA?
- A.
Use it, Flag it, Fix it, Add it
- B.
Undo it, Flag it, Fix it, Add it
- C.
Use it, Flag it, Fix it, Approve it
- D.
None of the above
Correct Answer
A. Use it, Flag it, Fix it, Add itExplanation
The acronym UFFA stands for "Use it, Flag it, Fix it, Add it." This means that when encountering a problem or issue, one should first try to use the available resources, then flag the problem for further attention, fix the issue if possible, and finally add any necessary information or improvements. This approach encourages active participation and problem-solving, ensuring that issues are addressed effectively and efficiently.Rate this question:
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- 20.
Which of these is a basic concept of KCS?
- A.
Reward learning, collaboration, sharing and improving
- B.
Develop a knowledge base of our collective experience to date
- C.
Create content as a by-product of solving problems
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The basic concept of KCS (Knowledge-Centered Service) includes reward learning, collaboration, sharing, and improving. It also involves developing a knowledge base of collective experience and creating content as a by-product of problem-solving. Therefore, the correct answer is "All of the above."Rate this question:
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