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Quizlet Learning questions.

  1. Identify the purpose of the Article Visibility field. Control what audience can see the article.
  2. What are the basic Article Confidence values for an Article? Wip,non-validated, validated.
  3. What are two purposes of a Content Standard? It defines the values for the Article Confidence field. It defines the purpose of each required field.
  4. Which statement describes a benefit of Capture in the Moment?
  5. Why does flag it or fix it contribute to the overall KCS process?

  6. Which two criteria must be met when linking a case to content that is not a KCS Article and does not require the creation of a KCS Article? The content linked is findable by your search engine.
    The content linked is in the context of the audience being served.

  7. How do search words and phrases contribute to the overall KCS process? They are the basis for a new Article if one is needed.

Terms studied in Round 5 - questions 1-25.

  • Which two are elements of the Article Quality Index (AQI)?

    Metadata values (Article Confidence, Article Visibility and Article Governance) are set appropriately Content clarity (statements are complete thoughts not sentences)

  • Which two criteria must be met when linking a case to content that is not a KCS Article and does not require the creation of a KCS Article?

    The content linked is findable by your search engine. The content linked is in the context of the audience being served.

  • Which are two criteria that must be met before setting Article Confidence to Validated?

    The article complies with the Content Standard. The knowledge worker has confidence in the resolution.

  • Why is capturing a requestor's context important?

    It helps other requestors find the content when searching.

  • How do search words and phrases contribute to the overall KCS process?

    They are the basis for a new Article if one is needed.

  • What are two reasons why it is important to search early?

    To be sure no one else is already working on the same problem To get search results based on explicit information from the customer

  • A company is very excited about KCS. They implemented KCS about three months ago. Their link rate has ramped up quickly, but now they are getting complaints from the users about duplicate Articles in the knowledge base. What are two likely causes of the company's duplicate Article problem?

    The knowledge workers do not have a goal on article reuse The knowledge workers are solving and capturing issues they know the answer to without searching

Which two metrics are considered outcomes and not activities? Article reuse Customer self-service success