Get Buy-in from the Top Down. Design and implement the service cloud solutions that help you meet your business requirements and contribute to long term business success. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. KCS Roles and Competencies – A description of competencies for the KCS roles: Candidate, Contributor, Publisher, Coach, Knowledge Domain Expert/KDE. When done right, it integrates development and operations teams and offers numerous benefits, including better collaboration, faster release cycles and. Managerial efforts. Reduced support channels E. 1 @2007 Consortium for Service Innovation Right to use with Attribution Abstract Successful adoption of the Knowledge‐Centered Support (KCS SM) methodology offers profound benefits for any information‐intensive service or support organization. You probably might have encountered this at one point throughout the years of working in a support organization but did not get the chance to fully capture the idea. Increased call deflection B. DevOps can help organizations automate many of the manual processes involved in Salesforce development, testing, and deployment. Optimized use of resources Answer(s): C, D, E QUESTION: 3 Managers of support teams who are using Salesforce Knowledge and doing KCS. Additionally, DevOps emphasizes collaboration and communication between teams, which can help to reduce. 1. Regular Monitoring . A cognitive search engine can help with that. • Participation by a business leader familiar with your business processes. Faced with these challenges, we need to understand the greatest forces at play – adoption, productivity, and data quality. It’s the marketplace for all things Salesforce, including apps, Lightning components, and more. The. 3. A smooth Salesforce adoption will not happen with the wave of a magic wand − it is only through a series of well-thought-out steps based on best practices that the new system can be embraced throughout the company. Organizations that employ knowledge-centered support methodology can resolve five to ten times more customer cases, as well as identify opportunities to. Long-time users of the Classic version will be able to switch to. C. Spread success: Be sure to document internal knowledge, incorporate KCS when working with outside areas, share articles internally and externally, and broadcast your metrics. Inevitably, this poor user adoption leads to. This is the guiding coalition that will drive the adoption of KCS in your organization; The adoption team needs to be trained. Organizations who treat KCS adoption as a serious change initiative create greater benefit than those who approach it casually. 1. Increased call routing accuracyC . A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. RightAnswers is the complete connected knowledge management solution that uses AI and machine learning to improve the user and customer experience by enabling organizations to create a trusted knowledge sharing culture. Main reasons for the poor adoption of Salesforce. Knowledge is power, especially when it comes to business. A . Without knowledge centered support methodology, not only does. 1. Add Live Agent to public-facing sites; C. The world’s most influential leaders reveal practical guidance to drive business forward. Take a Service Cloud project, for example, service users have to use. Step 1: Pre-Implementation Planning. Optimized use of resources View. Community Talks Ep 3: Role of Knowledge-Centered Service (KCS) and Self-service in the Community. See KCS v6 Aligned Services for KCS professional services or KCS Coach Services that support KCS adoption and success. Knowledge is power, especially when it comes to business. The qualitative and quantifiable benefits of KCS principles are as follows: Optimize Usage of Resources. A. KCS principles put knowledge creation activities into the hands of the knowledge worker — the one who knows the answer. The performance. Agent adoption rates for creating new knowledge is low. It’s a strategic management performance metric that provides a comprehensive view of your KCS ecosystem’s health. "Coveo's KCS-aligned designation was important to us, as it facilitates knowledge engagement and creation as a byproduct of solving issues based on content demand and usage, two of the key. Additionally, KCS provides insight into which questions are being asked the most, and identifies recurring problems so we can remove them from the. Our experts will define the core principles. The best tech writers partner with project, product, marketing, engineering, and customer support teams to create strategies and content that help customers and internal teams succeed. A KCS Design Session is an important step to. Hyperforce is Salesforce’s renewed infrastructure architecture, based on the consumption of public cloud services. Consortium Members report that aiming for this goal dramatically improves customer success with self-service. Define Objectives and Goals: Before implementing Salesforce, it’s crucial to clearly define your objectives and goals with proper Salesforce implementation strategy. The adoption and involvement of customer success for effective KCS implementations still has a long way to go before we see its widespread usage. AppExchange is the Salesforce store. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in the minds of the agents and customer service. Reward learning, collaboration, sharing, and improving. But instead, the focus. It’s not in doubt that Knowledge-Centered Service is a valuable way to approach your customer support operations. With KCS, it is easier for new agents to get familiar with your customer. Reduced first contact resolution. Category: Technology. C . Salesforce in-app guidance is tremendously helpful, however, there are a few challenges that need to be addressed. Reduced issue resolution time D. Coaching is how we increase the speed of adoption and maximize the benefits. Increased call routing accuracy D. It is important to have the right people to meet your goals. KCS v6 Aligned Tools complement or enable a KCS Practice. Digital revolution transforms the way companies do business, add value and engage with. 2: Seek to Understand What We Collectively Know. While using the benefits of version control for handling Salesforce metadata isn’t new, it was only with the arrival of Salesforce DX, scratch orgs, and second-generation managed. However, t he path to successful CRM adoption is riddled with challenges and. One of the key pieces of the plan is to configure Lightning Knowledge to support agents when Ursa Major adopts KCS methodology. Balance Scorecards. Evolve content based on usage and demand. In real Salesforce Service Cloud Consultant exam, there are 60 multiple choice questions. On-Demand Email-to-Case; Answer: B . Providing apps like S-Docs for automated quote, proposal, and invoice creation. When the organization is preparing to adopt KCS, a KCS adoption team must have a common understanding of the methodology and the implementation challenges. Without knowledge centered support methodology, not only does. KCS methodology was developed by the nonprofit Consortium for Service Innovation, and it strives to. Performance: Angular and React offer similar performance. But there are common challenges that teams need to. KCS methodology was developed by the nonprofit Consortium for Service Innovation, and it strives to integrate. Reduced support channels E. Set Up Your Data Your Way. KCS coaches play a major role in the overall process adoption. This process also provides them the information they require to finalize more deals. The more information you have about your target market and your competitors, the better you are able to provide the right services at the right price to the right people. Among them, Rolim et al proposed a cloud-based system to automate the process of collecting patients’ vital data. You need a successful implementation to reap all the benefits of knowledge-centered service. Salesforce Certified Service cloud consultant (SP23) Questions and Answers. A knowledge article life cycle that is implemented correctly the first time and does not need to change. 87% adoption rate among 13,000 employees; 524 out of ~900 articles created “justin-time” 10% linking/reuse rate configuring Salesforce Knowledge to optimize KCS benefits, and take the certification exam - all in a single, two-day workshop. A. Enable the Knowledge sidebar setting in the case support settings. There are four main reasons for it. com is to use, the more people will use it. With the help of automation tools, you can compare the expected and actual results on automation test cases. "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. Scalable and Flexible: Salesforce adapts to businesses of all sizes and can be customized to specific needs. D. 30 – 50% rise in the first contact resolution. 5. KCS is NOT something we do in addition to solving problems, rather KCS becomes the way in which we solve problems. The benefits for healthcare solutions based on Hyperforce and AWS are: Scalable to meet surges in demand. Thinking through the WIIFM for each audience and likely objections is an important part of leadership readiness. ) that enable all eight KCS practices. 3. With them by your side, you can benefit from 52% higher adoption, and 80% reduced time-to-deploy. 2. "Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. ★★★★★. While Salesforce is easy to use, your team needs to be properly trained in order for adoption to be easy. It’s the marketplace for all things Salesforce, including apps, Lightning components, and more. 6 Understand The End Users’ Needs. Step 3: Design your KCS process. On-Demand Email-to-Case; Answer: B . In this Flow example, design and test the automation that sends a user’s information from Salesforce to the. The stakeholder benefits will be realized at three levels as the KCS practices become mature: Direct —operational improvements that are near term (3-9 months) Applied —new ways of delivering service and support enabled by KCS—for example, using knowledge that is created to power web-based self-service (6-18 months) Leveraged. It is critical to acknowledge and honor efforts to fully embrace CRM. You can move the reports that you have created from one folder to another. KCS. Prolific adoption leads to strong ROI and positions your reps and your company for success. The required passing score of Service Cloud Consultant exam is 67%. Ultimately, an efficient company can better serve its customers — that’s the greatest benefit of CRM software. 2 Dedicate Enough Time For Training. One obvious benefit of using a Salesforce CRM is tracking leads and prospect information. 2- Configuration: For a Salesforce administrator, ChatGPT can be an indispensable ally to expedite the configuration of the specific CRM solution in an organization. Knowledge lies at the heart of every service desk. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of adoption experiences by KCS Certified Trainers and the staff of the Consortium for Service Innovation. That means crucial sales information is saved right where they need it. A few ways leadership can show support for Salesforce adoption include: Using Salesforce Chatter. Kcloud Salesforce Partner specialize in helping organizations maximize the benefits of Salesforce products and services. 3: Searching is Creating. No one is compromised. Conducting online sessions,. In v6, the internal. For most organizations, a successful KCS adoption requires a significant transformation. Since knowledge creation and dissemination form an integral part of KCS, creating and sharing articles that directly answer customer queries becomes a piece of cake. Expected EBITDA synergies. Recognize the High-Performers. Increased call deflection B. Knowledge-centered service is the continuous generation of demand-driven and self-improving knowledge by many as a by-product of solving customer issues. "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. A knowledge article life cycle that is implemented correctly the first time and does not need to change. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of adoption experiences by KCS Certified Trainers and the staff of the Consortium for Service Innovation. It’s what we pass along to customers when we walk them through a fix. 2. You need a successful implementation to reap all the benefits of knowledge-centered service. KCS provides agents with a trusted platform with reliable, verified, and up-to-date information. The KCS Principles course, when delivered as an on-site. We provide free questions of Salesforce certification CRT-261 exam dumps, which are part of the full version. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . SMAC refers to social, mobile, analytics, and cloud, and Salesforce comes with all of them. Join us. Click OK. D. 3q3Which three benefits can be expected from KCS adoption? Choose 3. , whether they're looking for solutions to particular problems). A well-supported user community fosters higher adoption rates. Planning time and budget. Capture, Reuse, and Improve Knowledge with Each Case – The KCS methodology benefits organizations that want to reduce costs, speed case resolution, elevate agent productivity while reducing turnover, and identify new sales opportunities resulting from support interactions. Drag KCS Role and KCS Coach into the KCS section. 10. The stakeholder benefits will be realized at three levels as the KCS practices become mature: Direct —operational improvements that are near term (3-9 months) Applied —new ways of delivering service and support enabled by KCS—for example, using knowledge that is created to power web-based self-service (6-18 months) Leveraged. Increased call routing accuracy D. configuring Salesforce Knowledge to optimize KCS benefits, and take the certification exam - all in a single, two-day workshop. Engage with the Trailblazer Community. Support the introduction of new measures for the health and value of support, and set C-level expectations for new measures. She discovers solutions that provide exactly what she’s looking for. When we talk about Salesforce adoption, it means a company (your company) has Salesforce, and someone (you) wants to make sure the end users (your sales reps) use it. While the UX (user experience) and UI (user interface) are. If achieved, the KCS v6 Aligned designation will let potential clients know that your tool or service contributes to the implementation, adoption, and long term success of KCS v6 best practices. Each candidate has 105 minutes to complete all the questions. 7 Keep Your Data Organized. Data insights add the most value when you can act on the insights within the flow of your work. Not only that, butHaving knowledge gives your business a competitive ed. The KCS v6 Adoption Guide suggests that 90% of what is known internally, and usable by the customer, should be published to self-service at the time we know it (at or before case closure). Optimized use of resources Correct Answer: C,D,E. Identify the best time to address your company’s adoption. Articles CANNOT be published until they are reviewed and validated by a qualified author. The next step is to measure the success of the KCS coaching program. The exam is just one of several steps required to become a KCS v6 Certified Trainer. The KCS® methodology is a registered service mark of the Consortium for Service Innovation. It’s what we pass along to customers when we walk them through a fix. A good digital adoption platform is the perfect solution for making your entire software stack business process compliant. KCS Benefits and Organizational Measures 3 | Page v1. RightAnswers improves customer service and IT support through knowledge management software and self-service portals that are KCS v6 Verified. Benefits of a CRM for universities and schools. B) Enable. Principle #6: Train, learn, repeat. Curtis’ former boss Beth spoke at an industry conference and, largely as a result of Curtis’ influence, she is a strong supporter of KCS. Optimized use of resources Answer: C D E QUESTION 3 Choose 2 answers. • Knowledge is set up in Lightning. Which two benefits can be expected from KCS adoption? Choose 2 answers A. C. 3. Easy Incident Management. Present the KCS methodology in the context of the business challenges it solves; Be demand driven when seeding knowledge; In an HR context, focus on questions and answers instead of policies; Benefits. Reduced first contact resolution. B . 2. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. If, as part of our workflow, we can reuse, improve, and (if it doesn't exist) create knowledge that is available to the entire organization, we can make gains in our operational efficiency, increase success with self-service, and improve our. Salesforce adoption measures the extent to which users have incorporated Salesforce into their day-to-day tasks. Knowledge-Centered Service ( KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Wondering why? This blog post explains. What Led to the Development of KCS? KCS Principles; Why Do You Need KCS? What Are the Benefits of KCS? Unit 2: The KCS Principles and Core Concepts. Increased call routing accuracy C. Some of these are:. Add the knowledge tab to the console app. Add custom fields to user records to set a user’s KCS role and KCS Coach. Plus, you’ll get the search analytics you need to take your KCS. Content fine-tuning is a continuous part of KCS. Knowledge-Centered Service® (KCS) is a methodology that provides businesses with a strategy to best solve problems using knowledge. 1. In fact, one of the main benefits of adopting cloud. Knowledge-Centered Service ( KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Salesforce adoption: getting users to actually use the system. A knowledge article life cycle that is implemented correctly the first time and does not. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. If marketers don’t know how to use the. Dashboards that visually showcase data. Why it matters: 45% of executives are increasing AI investments and early adopters are already reaping the benefits, freeing over 30% of employee time to drive revenue growth, cut costs, and deliver high-quality customer experiences and interactions. NEW QUESTION 107 Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers KCS adoption also makes it easier to identify recurring issues or any gray areas that need improvement. The ‘project plan’ for the adoption. Users can keep all the required information within a centralized location. com products, and utilization and selling to larger enterprise customers. It comparatively shows the results of each member by the volume of sales and deals closed by different categories. 2. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. 2: Complete Thoughts Not Complete Sentences. 1. Communication Plan Guidance – Sample list of FAQs for your communications plan. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. Extending ideas in the KCS v6 Practices Guide and the KCS v6 Adoption & Transformation Guide, this paper helps KCS leaders: Identify the appropriate measures and indicators for each phase. While organizations measure adoption success with metrics based on attachment/link, edit, create and self-service success, the actual success needs to be tied to how ESSENTIAL has KCS behaviors. This can be a tedious task for many but can be done well with the right techniques. Secure and highly. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. The company has more than 150,000 customers, and more than 20% of the overall CRM market. Benefits of GuideIn-GuideIn is beneficial to the. Answer: B NEW QUESTION 190 - (Exam Topic 1) Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from The goal of KCS is to integrate the use of a knowledge base into an organizational workflow in order to: Create content as a by-product of solving issues. C. This ensures that they not only adopt Salesforce, but that they do. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. They also create amazing tools on any device, such as easy-to-use dashboards and smart workflows. Increased call. 3q3Which three benefits can be expected from KCS adoption? Choose 3 answers. CRM systems compile data from a range of different communication channels, including a company's website, telephone (which many. After initial training, every TSE was required to create one article within two days of the course so we could assess how much had been learned. 3q3Which three benefits can be expected from KCS adoption? Choose 3 answers. Last updated. The campaign included posters, games, and team-building activities. Here’s how: 1. Technique 3. Additionally, you can also modify, delete, or copy. Improved messaging with automation. Install Knowledge Base Dashboards and Reports AppExchange package. They have a wide range of responsibilities including platform maintenance, bug fixes, user training, process automation, etc. Reduced issue resolution time. -A knowledge article life cycle that evolves based on usage and demand. 4 Main Principles of KCS. Reduced support channels E. Easy Incident Management. Create an API Destination and Connection in EventBridge. Current Employee. There are several important steps to help you assess feasibility, demonstrate product capabilities, and validate the relevancy of use cases. Included is an explanation of KCS and Salesforce Knowledge, the value of and benefits to implementing Knowledge, a review of the major features of Knowledge,. Click OK. You need a successful implementation to reap all the benefits of knowledge-centered service. Track the quality of your leads (i. KCS v6 Introduction. Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Determine what you aim to achieve, whether it’s improving sales, customer service, or marketing efforts, and create a list of specific. Read More. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of. Migrate open and closed cases with milestones and entitlements B. KCS v6 Adoption & Transformation Guide. AppExchange is the Salesforce store. Handle customer requests using the Knowledge-Centered Service methodology. With strong analytical and problem-solving skills, they help you to map your business objectives with Salesforce features. Differences Between Manual and Automation Testing. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Unaware of the BenefitsSignificant benefits of Salesforce Service Cloud include-. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. See KCS v6 Verified Tools for product suites (CRMs, Knowledge or Content Management Systems, etc. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. 1. 20 – 35% improved employee retention. With it, you can: Track leads and prospect. Know your product. Increased call deflection C. Communicate the ‘why’. Optimized use of resources Answer: CDE NEW. Choose 2 answers. 1. Engage with the Trailblazer Community. 10 Tips for KCS Success with Salesforce Identify Your KCS Team and Roles Setup Article Confidence and Governance Structure your content, but don’t go overboard Don’t bury. Question #63 Topic 1. As part of the Salesforce Innovation and Transformation. Request a demo Request a Meeting. The majority of what we know about KCS Adoption is captured in the KCS v6 Adoption & Transformation Guide. The adoption of automation testing in Salesforce is proliferating. Leadership has four important roles in building a strong coaching program: Support the coach selection process: coach candidates are the trusted individuals on the team. KCS coaches conducted training with the Wave 1 TSEs, who were selected because of their enthusiasm and understanding of the benefits of KCS. Higher Earning PotentialKCS Measurement Matters The Benefits and Organizational Measures of Knowledge-Centered SupportKCS is a proven methodology based on 4 principles and 10 core concepts. It even helps to keep all the customer data, important chat conversations with them, etc. Question #63 Topic 1. Resolve cases with Knowledge-Centered Service. Combine your current process with the KCS best practices. This keeps the resolution time to a minimum. e. . A knowledge article life cycle that evolves based on usage and demand. Salesforce Offers the SMAC Bundle: For a business to transition into a digital business, SMAC is the basis for its ecosystem. The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved. Many previous studies reported the potential benefits of cloud computing and proposed different models or frameworks in an attempt to improve health care service [28-35]. 4. 3. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. QUESTION NO: 8. Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. B . C. Reporting for Accountability and Success. Salesforce Service Cloud and Knowledge are KCS v6-Verified. KCS coaches play a major role in the overall process adoption. Development began in 1992 by the Consortium for Service Innovation, [1] a non-profit alliance of service organizations. Reduced issue resolution time. It opens the door to automation, which accelerates development and release cycles to allow Salesforce teams to build, test and ship code and configuration faster. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. ~15 mins. A Salesforce Associate Certification positions you as a valuable candidate in the eyes of employers, increasing your chances of being considered for a wider range of job opportunities in the Salesforce ecosystem. A cognitive search engine can help with that. 8 Manage Change Wisely. Simplified collaboration. He has managed the KCS adoption within his support organization and been influential with product management for the ServiceCenter product in promoting KCS functionality and the KCS Verified program. The image below explains how you can keep an eye on each of these with a balanced scorecard. Version control is the key to unlocking the advantages of a powerful DevOps process for Salesforce. D. Outreach is compatible with Salesforce Aloha and Lightning. The prime four constituents of KCS are employee, customer, financial, and process. Track lead conversion. Technical writers simplify complex information so that anyone can understand it. The Aligned KCS Coach Development Workshop helps coaches learn the skills they need to encourage, inspire, and support change. Maria sets up the other agents on Ada’s list, too. Reduced issue resolution time D. A CRM gives organizations the tools to streamline their operations, keep. The KCS Continuum - The evolution of KCS in a given environment. With retail automation and AI, they can do it. Recognized for its innovative digital adoption platform, Whatfix integrates seamlessly with Salesforce, providing an intuitive and user-friendly way to guide and engage users. Involving your sales team in the decision-making process assures that you’ll end up with a product that mutually benefits both the management and selling side of things. KCS Measurement Matters The Benefits and Organizational Measures of Knowledge-Centered SupportCloud computing offers modern businesses flexibility, efficiency, scalability, security, increased collaboration and reduced costs.