KCS Fundamentals – Study Notes & Flash Cards¶
Source: Quizlet flash cards
Solve Loop & Core Concepts¶
1. Which three are included in the Solve Loop?¶
- Structure
- Reuse
- Improve
2. Two benefits of writing complete thoughts (not sentences)¶
- Reusability
- Readability
3. Basic Article Confidence values¶
- Work In Progress (WIP)
- Not Validated
- Validated
- Archived
Content Standard & Article Quality¶
4. Two purposes of a Content Standard¶
- Defines values for the Article Confidence field
- Defines the purpose of each required article field
5. Article Quality Index (AQI) elements¶
- Metadata values are set correctly (Confidence, Visibility, Governance)
- Content clarity (complete thoughts, not sentences)
- Metadata values (Article Confidence, Article Visibility and Article Governance) are set appropriately Content clarity (statements are complete thoughts not sentences)
6. Required elements in a KCS Article¶
- Requestor’s problem or question
- Environment (product names, versions)
- Resolution steps
7. Purpose of the Article Visibility field¶
- Controls which audience can see the article
Capture, Search, and Reuse¶
8. Benefit of Capture in the Moment¶
- Reduces rework and promotes collaboration by making active work visible
9. Organizational benefits of Search Early, Search Often¶
- Avoids solving already-solved issues
- Enables faster resolution using collective experience
- Helps discover others working on similar issues
10. Why “Flag it or Fix it” matters¶
- Knowledge workers are collectively responsible for content quality
11. Criteria for linking to non-KCS content¶
- Content is findable by the search engine
- Content is written in the context of the audience
12. Requirements to set Article Confidence to Validated¶
- Article complies with the Content Standard
- Knowledge worker is confident in the resolution
13. Why capture the requestor’s context?¶
- Helps others find the article when searching
14. How search words contribute to KCS¶
- They become the basis of a new article if one is needed
15. Two reasons to search early¶
- Ensure no one else is already working on the problem
- Get results based on the customer’s exact language
Duplication & Findability¶
16. Causes of duplicate articles¶
- Responders solve issues they already know without searching
- Lack of effective reuse behavior
17. Publisher activity that improves findability¶
- Modifying articles during reuse to add customer context
Metrics & Value¶
18. Outcome metrics (not activities)¶
- Article reuse
- Customer self-service success
19. Organizational value of KCS¶
- Improves organizational learning
- Increases knowledge worker confidence
- Enables customer self-service
20. Characteristic of KCS¶
- KCS is a rich methodology
21. What does KCS stand for (v6)?¶
- Knowledge-Centered Service
22. Demand Driven principle characteristic¶
- Articles are created as part of interactions
23. Create Value principle characteristic¶
- Value increases when articles are improved during reuse
Brainscape Cards – Concepts¶
24. Four KCS Principles¶
- Abundance – share more, learn more
- Create Value – work tasks, think big picture
- Demand Driven – knowledge is a by-product of interaction
- Trust – engage, empower, motivate
25. KCS Principles – definition¶
- Principles are underlying beliefs and behaviors
- They explain why we do KCS, not how
26. KCS Core Concepts – definition¶
- Core concepts are based on principles
- More specific and more numerous than principles
27. KCS Practices – definition¶
- Practices apply principles and core concepts
- They organize techniques (the “how”)
- Used across multiple functions and roles