The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!
From the Wiki University
What evidence can you provide to prove your understanding of each of the following citeria?
Initiate contact with the customer
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Apply all relevant legislation, codes, regulations and standards in the resolution process Completed |
Evidence:
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Receive and analyse enquiry to efficiently select an initial course of action Completed |
Evidence:
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Engage effectively with the customer to confirm initial referral details and propose an initial course of action Completed |
Evidence:
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Obtain information from multiple information system
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Identify information needs and the sources of this information Completed |
Evidence:
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Log on to and navigate relevant information systems efficiently Completed |
Evidence:
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Record details of the informant and the enquiry in information systems according to enterprise requirements Completed |
Evidence:
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Identify and verify information relevant to the enquiry and its resolution with the informant Completed |
Evidence:
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Develop a plan to resolve the enquiry
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Review critical information with the informant and apply technical expertise to develop options for resolving the enquiry Completed |
Evidence:
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Consider all inputs and recommend a course of action including escalation Completed |
Evidence:
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Negotiate a suitable course of action with the informant Completed |
Evidence:
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Record details of course of action as required by enterprise information systems Completed |
Evidence:
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Implement a plan to resolve the enquiry
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Confirm the negotiated course of action with the informant prior to initiating actions and seek agreement on a schedule of actions for longer term resolutions Completed |
Evidence:
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Identify and initiate actions to be taken by the technical support operator, the informant or other parties Completed |
Evidence:
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Contact informant to confirm the success of the planned actions Completed |
Evidence:
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Record outcomes of resolution as required by information systems Completed |
Evidence:
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