KCS

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KCS Knowledge Base Quiz

Test your understanding of Knowledge-Centered Service (KCS) principles with our engaging quiz! This quiz will cover essential concepts such as attaching KB articles to cases, creating external articles, and identifying the correct actions when dealing with KB information.

9 questions designed to enhance your KCS knowledge
Multiple choice, checkbox, and open-ended format for variety
Perfect for anyone involved in customer support and knowledge management

9 Questions2 MinutesCreated by EngagingDesk347

Name:

Why do we attach KB articles to cases? Select all correct answers

The article is attached to the case, indicating it was the solution for that case

So we have a metric to report on that shows we are doing KCS

To help identify key drivers and provide insight to improve our products or identify the case trend like pattern

Helps us meet our individual performance objective

Customer opened a ticket and we requested for basic detail like HAR etc then customer requested to close the case? What KB do you attach?

Helper KB provides details on how to troubleshoot and identify exact solution for the case.

True

False

When you attach KB to case, do you generally check if it can be made external or not irrespective of kcs level?

True

False

When you come across a KB having wrong/outdated details what do you do?Assuming you have access to edit the article

Flag article so that article creator can update with relevant up to date info

You don't flag and directly publish with changes

Customer opened a ticket and we eventually involved IAT or PS, What KB do you attach?

Do you find scope for creating external article or not?

False

True

What is "External" and "Public" field/column when creating a new KB?

KCS Knowledge Base Quiz

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