Show:
UFFA
KCS
Potpourri
Knowledge Module
Style Guide
100
What does UFFA stand for?
Use it, flag it, fix it, add it
100
What does KCS mean?
Knowledge centered support
100
What is the secret ingredient in Gina's Killer Cookies?
Garbanzo beans
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
List 3 style guide requirements for images and tables
600 x 600 px maximum Use a unique file name such as ggroom_gmail_config.png Avoid large screenshots Use screenshots to add context or to help explain concepts; you do not need images for every step. Tables width properties set to %
200
How do you use it?
Click the knowledge book icon, select an article, and click mark as solution or add to customer update
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 4 of the 9 video game images from the training slides
Space Invaders Gauntlet Doom/Wolfenstein Konami code/Contra code Dig dug Zelda Galaga Mario Laura Croft / Tomb Raider
200
What was Cathy's tagline if you edit the submission after the article has been published?
"You've wasted your time"
200
How do you enter metatags and what kinds of words should you include?
Comma separated metatags; Can use words or phrases Include acronyms, synonyms, misspellings, customer's language
300
How do you add it?
Click create knowledge candidate OR Create new submission
300
What does AQI stand for?
Article Quality Index
300
Name 2 of the 4 knowledge document types. For bonus points, name all 4.
How to Error Question and Answer / FAQ Policy
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
For the How To document type, list 3 requirements for the Resolution field.
Enumerate steps with the HTL editor (don't number by hand) Begin statements with action verbs like click, browse, drag, etc. Explain the where before the what List one action per step or use nesting for intuitive, in order actions Format terminal commands with the Pre font and Block quote For images use Shift + Enter Use complete thoughts, not complete sentences
400
How do you flag it?
Edit the KB article and add work notes OR copy the article link to a new tab, click no, and leave specific feedback
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
Where is the Search for Duplicates button?
In the top right of the KB Submission form.
400
True or false. You should click either Mark as Solution or Add to Customer Update, not both.
True
400
The title is a summary of what other parts of the knowledge article?
Short description, environment, and resolution/answer
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
Name all 2 of the 4 KCS Roles. For bonus points, name all 4.
Knowledge Contributor Knowledge Domain Expert (KDE) or Subject Matter Expert (SME) Knowledge Processor Knowledge Manager
500
When you create a submission using the Create Knowledge Candidate button, what should you do?
Click on the submission number to go to the submission and structure your content/finish writing your article using the style guide/content standard
500
What happens when you check KDE review and when should you use it?
The submission goes into a "pre style approval phase" to be reviewed for technical accuracy. The knowledge style workflow does not begin until the KDE task has been reviewed. Select a group and individual to review your content for technical accuracy. KDEs are not totally baked in the system; look for more details and KDEs in Q1