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 | show 🗑
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show | Go to the people who use it every day - Support Analyst.
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show | 1. Planning and design
2. Adoption
3. Proficiency
4. Leverage of the Knowledge Base
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What is knowledge? | show 🗑
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show | 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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show | 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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Review the information in the table. When you are ready to quiz yourself you can hide individual columns or the entire table. Then you can click on the empty cells to reveal the answer. Try to recall what will be displayed before clicking the empty cell.
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If you know all the data on any row, you can temporarily remove it by tapping the trash can to the right of the row.
To hide a column, click on the column name.
To hide the entire table, click on the "Hide All" button.
You may also shuffle the rows of the table by clicking on the "Shuffle" button.
Or sort by any of the columns using the down arrow next to any column heading.
If you know all the data on any row, you can temporarily remove it by tapping the trash can to the right of the row.
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Created by:
kristyevans