Name at least one house of the three teams for KCS GOT at the Help Desk
Stark, Lannister,Targaryen
100
Explain the different between a submission and an article
The submission is not visible to the customer or searchable in the knowledgebase. The submission is the "pre-article" that goes through a publishing workflow.
The article is the published form of the submission. It is visible in the Knowledgebase and can be edited by the person who authored it or by Processors.
100
Where is the Search for Duplicates button?
Top right of the knowledge submission form
200
How do you use UFFA?
Click the knowledge book icon, select an article, and click mark as solution or add to customer update, flag articles for feedback
200
What is the KCS Scorecard?
The KCS scorecard shows you your KCS participation rate. It illustrates the ratio of ticketing to knowledge behaviors.
200
Name at least 2 of the reasons from the KCS Game presentation slides on why we are implementing a Game of Thrones theme/game to KCS
Have Fun!
RightAnswers Testing
Help Desk Pilot
Healthy Knowledge Base
go/knowledgetopics
Friendly Competition
200
True or false: You may edit the submission after it has been published into a knowledge article.
False
200
Name at least 2 of the type of knowledge articles you can create
How to, Question/Answer (FAQ), Error, Policy
300
How do you add it?
Click create knowledge candidate OR Create new submission
300
What does AQI stand for?
Article Quality Index
300
What is the go link of the knowledge article backlog? (mentioned in the KCS Game Of Thrones Presentation Slides)
go/knowledgetopics
300
Explain the difference between Mark as Solution and Add to Customer Update
Mark as solution is the backend counter for use. Use this button when solving by phone or it's an internal article.
Add to customer update is for external articles. It adds a copy of the article to the customer update and will send an email to the customer.
300
When creating a knowledge submission, what should you add in the title?
DRAFT
400
How do you flag it?
On a knowledge article, click No, not useful and leave a comment on how to improve the article
400
What is the AQI?
The AQI is the qualitative assessment of how well the format of the knowledge article aligns to the content standard / style guide. It is a list of yes, no, and n/a questions that help you understand if your article quality is 100%
400
What is the name of the first episode of Game of Thrones
Winter is Coming
400
True or false.
You should click either Mark as Solution or Add to Customer Update, not both.
True
400
What button should you use in the editor bar when creating a knowledge submission, if you are entering step-by-step instructions (1,2,3)?
the "Numbered List" button
500
What articles can you fix?
Articles you have authored
500
What are names of the double loops / two loops of the KCS process?
Solve and Evolve loops
Transactional / organizational
A loop / B loop
500
How many Kingdoms are there in the land of Westeros?
7
500
What is the function of the Create Knowledge Candidate button?
Creates a submission with the incident number and work notes added in the submission - this is used to capture the resolution of an incident, creates an candidate for a knowledge article