Explore the essentials of Knowledge-centered Support (KCS) with this trivia quiz. Assess your understanding of KCS principles, the importance of customer-centric documentation, and the shift from knowing to learning and sharing. Ideal for professionals enhancing service management skills.
True
False
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True
False
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True
False
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True
False
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Reward learning, collaboration, sharing and improving
Develop a knowledge base of our collective experience to date
Create content as a by-product of solving problems
All of the above
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True
False
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True
False
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Write in the customer’s own words
Use bullet points and numbering, not paragraphs
Use complete thoughts, not complete sentences
All of the above
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True
False
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True
False
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True
False
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Increased customer satisfaction
Operational efficiencies
More interesting work for Support Staff
All of the above
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True
False
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Process Integration
Content Health
Capture Context
Performance Assessment
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Use it, Flag it, Fix it, Add it
Undo it, Flag it, Fix it, Add it
Use it, Flag it, Fix it, Approve it
None of the above
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True
False
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Structure
Assess
Reuse
Capture
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True
False
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The Customer
The Support Analyst
Knowledge
Documentation
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Quiz Review Timeline (Updated): Mar 21, 2023 +
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IMSM COMMERCIAL Monthly Knowledge Check
It is important that we can recall every update that we have and apply it correctly when we are processing. Lessen the time asking, begin to be independent.
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Last updated:
Mar 15, 2023
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Becoming A KB Editor
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3D051 Vol 2 Knowledge Management
This quiz, titled '3D051 Vol 2 Knowledge Management', assesses understanding of the cognitive hierarchy, from data to knowledge and understanding, and explores the application of...
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56 |
Attempts:
817 |
Last updated:
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