Knowledge-Centered Support
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| Name 4 basic concepts of KCS | 1. Create content as a by-product of solving issues
2. Evolve content based on demand and usage
3. Develop knowledge base of our collective experience to date
4. Reward learning, collaboration, sharing,and improving
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| What is the best way to capture and maintain support? | Go to the people who use it every day - Support Analyst.
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| What are the phases of adoption? | 1. Planning and design
2. Adoption
3. Proficiency
4. Leverage of the Knowledge Base
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| What is knowledge? | Knowledge is information upon which I can act. Knowledge has action associated with it; we can do something with it.
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| What is KCS's role? | Capture the collective experience of the organziation in ways that others can use. Use or act on are the key points.
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| What are the attributes of knowledge? | 1. Gained through interaction and experience
2. Constantly changing
3. Never 100% complete or 100% accurate
4. Validated through use, experience, and interaction (not by subject matter experts)
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Created by:
kristyevans