Study your flashcards anywhere!

Download the official Cram app for free >

  • Shuffle
    Toggle On
    Toggle Off
  • Alphabetize
    Toggle On
    Toggle Off
  • Front First
    Toggle On
    Toggle Off
  • Both Sides
    Toggle On
    Toggle Off
  • Read
    Toggle On
    Toggle Off
Reading...
Front

How to study your flashcards.

Right/Left arrow keys: Navigate between flashcards.right arrow keyleft arrow key

Up/Down arrow keys: Flip the card between the front and back.down keyup key

H key: Show hint (3rd side).h key

A key: Read text to speech.a key

image

Play button

image

Play button

image

Progress

1/7

Click to flip

7 Cards in this Set

  • Front
  • Back
7.1 Definition
7.1.1 Explain what workflow as a KCS concept is.
Workflow, as a KCS concept, refers to the problem solving process, also known as the incident management process.
7.2 Structured Problem Solving
7.2.1 Identify the three key steps of Structured Problem Solving (SPS) in KCS.
Three key steps of Structured Problem Solving (SPS) in KCS are:
1. Seek to understand the customer- understand the situation in the customer's context, then capture and preserve it
2. Seek to understand what the company knows- search to see if the incident is a known problem and what collectively is known about it
3. Seek to solve- ask clarifying questions and validate the information before researching the resolution
7.3 Problem Solving Process
7.3.1 Identify the requirements of the workflow process.
The requirements of the workflow process include:
* Function at the speed of conversation
* Integrated toolset
- Knowledge Management
- Incident Management
- E-mail
- Chat
* Support the structured problem solving process
7.3 Problem Solving Process
7.3.2 Identify the task that must be integrated multiple times within the workflow.
Searching is the task that must be integrated multiple times within the workflow.
7.3 Problem Solving Process
7.3.3 Explain the terms:
- Use It
- Flag It
- Fix It
- Add It
* Use It- The ability to leverage an existing solution to resolve an incident
* Flag It- The ability to comment on a solution so that an authorized person can modify it
* Fix It- The ability to modify an existing solution
* Add It- The ability to contribute a new solution to the knowledge base
7.3 Problem Solving Process
7.3.4 Identify who is responsible for capturing and maintaining the knowledge.
Everyone involved in the support process who creates or delivers a resolution or answer to a customer's problem or question.
7.4 Tool Integration
7.4.1 Identify some of the integration requirements between the Incident Management system and the Knowledge Management system.
Integration requirements between the Incident Management system and the Knowledge Management system include:
* Search- The ability to search the knowledge base leveraging information in the incident record to launch or refine the search
* Link- The ability to link an existing solution to an incident and to retrieve information from the solution to populate the incident record, such as the resolution
* View- The ability to quickly view a solution that has been previously linked to an incident
* Contribute- The ability to add a solution to the knowledge base from information in the incident record
* Collaborate- The ability to identify subject matter experts related to the problem and quickly contact them