non-salesforce. The more information you have about your target market and your competitors, the better you are able to provide the right. The adoption of automation testing in Salesforce is proliferating. Leverage the Wide Column on the Lower Left. Maria goes to Ada Balewa’s user record and selects her KCS role (KCS Publisher) and KCS Coach (Zhang Wei). 2. Introduction of. B . Limitations With Salesforce In-App Guidance. The KCS Continuum - The evolution of KCS in a given environment. 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. Which two solutions should a. It’s how agents respond to problems and learn about the systems they administer. Which benefit can be expected from KCS adoption? Choose 3 answers: Optimized use of resources Reduced issue resolution time Increased call routing accuracy Increased call deflection Reduced support ChannelsStatus and Adoption of Cloud Computing in Health Care. Optimized use of resources B. With KCS, you can make it easier for your customers to find the information they need. Increased call routing accuracy C. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in th. Show up in time for the new sale. Balance Scorecards. Answer: D . KCS Coaching is too often overlooked or dismissed. The Salesforce Certified Consultant has 2–5 years of experience designing and implementing service solutions and has developed the skills outlined below : There are also benefits to the job satisfaction and retention rates of support employees. The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations Improved skills, job satisfaction, and confidence for the knowledge worker (less stress) Organizations who treat KCS adoption as a serious change initiative create greater benefit than those who approach it casually. Paid volunteer time. Set Up Your Data Your Way. Reduced support channels E. A. The performance. . Maria goes to Ada Balewa’s user record and selects her KCS role (KCS Publisher) and KCS Coach (Zhang Wei). The required passing score of Service Cloud Consultant exam is 67%. Increased call routing accuracy E. Develop a knowledge base of the collective experience to-date. . Keep. KCS flags is created as a custom object in Salesforce with a lookup to the knowledge article. A knowledge article life cycle that is implemented correctly the first time and does not need to change. Reduced support channels E. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Using a data dictionary for Salesforce has many benefits across your organization. 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. Additionally, KCS helps facilitate and increase the rate at which newly onboarded agents can get up to speed. Question #29 Topic 1. We answer some basic questions about what Salesforce does, what Salesforce CRM software is used for, and how Salesforce works. Optimized use of resources View. Spread success: Be sure to document internal knowledge, incorporate KCS when working with outside areas, share articles internally and externally, and broadcast your metrics. 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. Increased call. Combine your current process with the KCS best practices. At Defcon 2017, two members of Salesforce’s “Red Team” of offensive security experts were scheduled to present (under their Twitter handles rather than their professional names) details of their newly developed security tool, Meatpistol. Increased call deflection B. They also create amazing tools on any device, such as easy-to-use dashboards and smart workflows. B) Enable. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. 3. The better the adoption process, the more quickly organizations can see returns from the Lightning. Knowledge-Centered Support (KCS) delivers value for your business through self-service and call deflection, all while improving your product and services in the process. Aug 16, 2023. Knowledge is power, especially when it comes to business. Define adoption. Reveal Solution Discussion. Category: Technology. With Salesforce Service Cloud, you can integrate back-office applications and most-used phone systems, enabling you to extend the capabilities of your contact center operations. As the Hyperforce cloud partner for Australia and New Zealand, AWS enables Salesforce to expand quickly and meet local data storage requirements. Unaware of the BenefitsSignificant benefits of Salesforce Service Cloud include-. 4A few ways to do so include: Phasing out legacy systems. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Report. That’s where Lightning Knowledge can shine. Increased call deflection. Route to agents with the most capacity to take on new work. Enable the Knowledge sidebar-related list on the case page layout. 3. Optimized use of resources B. 1. 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). Ask us what CRM can do for you. Facilitated by Jennifer Crippen from DB Kay & Associates and featuring Ryan Mathews from NetApp, Jacob. A. This is especially true when the AI pulls from CRM data and knowledge. Reduced support channels E. Which two benefits can be expected from KCS adoption? Choose 2 answers A . Easy Incident Management. Here’s how: 1. Which two benefits can be expected from KCS adoption? Choose 2 answers. Which three benefits can be expected from KCS adoption? Choose 3 answers. A. This automation can help to speed up the release cycle and improve the reliability of releases. The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved. The Process Adherence Review (PAR - formerly called Process Integration Indicators or PII) enable us to assess how often and how well we follow. Salesforce user adoption is the simple act of enabling users to use SFDC’s full CRM capabilities by creating strategies around onboarding, training, and continued development to drive better user experience. Reduced issue resolution time " Study with Quizlet and memorize flashcards containing terms like Universal Containers in implementing the Salesforce Service Cloud. The same study found a 20-30% increase in employee retention and a 20-40% improvement in employee job satisfaction among customer support employees using the KCS methodology. KCS v6. Extend Salesforce with Clicks, Not Code. 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. This group is dedicated to Service Cloud. Not only does it benefit the adoptive parents, who have often tried for years to add to their families, but also the birth parents and, most importantly, the adopted child. Our knowledge base philosophy is to solve once, and use often. Migrate open and closed cases with milestones and entitlements B. D. Invite Marketing and Human Resources. Knowledge-Centered Service (KCS) is a methodology for creating, managing, and improving knowledge within a service organization. The Salesforce State of Sales reports found that connecting with customers requires a. Salesforce benefits for the sales team. Communication Plan Guidance – Sample list of FAQs for your communications plan. KCS can reduce the workload of customer support teams by empowering customers to find answers on their own. As its name suggests, sales force automation, or SFA for short, is a function that automates various sales processes through software tools. 10 Tactics to Improve Salesforce Adoption. Adopting KCS involves changing the entire culture and mindset of an institution. Communication Plan Guidance – Sample list of FAQs for your communications plan. Reduced first contact resolution. Technique 3. In the KCS v6 Adoption & Transformation Guide, we identify four phases or building blocks that support the successful management of a KCS adoption program. Migrate closed cases with milestones and entitlements C. Full digital adoption, or learning to use Salesforce to its maximum potential, can greatly boost the. Requiring the use of tools like Salesforce CPQ for deal approvals. 5. No supporting materials are allowed. Design a Before and After Document. The exam is just one of several steps required to become a KCS v6 Certified Trainer. Engage C-level executives in Strategic Framework. Create an API Destination and Connection in EventBridge. Paid sick days. Our experts will define the core principles. Communicate the ‘why’. No one is compromised. It’s what we pass along to customers when we walk them through a fix. It will be pivotal to every business in the volatile global economy to stay ahead of the game. If you are keen to adopt Salesforce CPQ (Configure-Price-Quote) software to enhance business opportunities, then you’re surely making the correct choice. This can be a tedious task for many but can be done well with the right techniques. The more your customer support team knows about your product, the better they’ll be at helping customers solve issues. Learning Salesforce is way more engaging, not to mention more exciting, when a healthy dose of competition and gamification are thrown into the mix. Make sure that your employees receive proper training and are familiar with all of the latest Salesforce features. A knowledge article life cycle that evolves based on usage and demand. 1. Increased call deflection C. CRM adoption is crucial for customer experience. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. When the organization is preparing to adopt KCS, a KCS adoption team must have a common understanding of the methodology and the implementation challenges. ”. On-Demand Email-to-Case; Answer: B . While it provides a step-by-step approach for planning a KCS adoption, it is not intended to be "the only. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. ) that enable all eight KCS practices. It enables you to provide the right answers to the right people at the right time through a centralized knowledge repository that powers all your support channels. Event Relay Considerations. configuring Salesforce Knowledge to optimize KCS benefits, and take the certification exam - all in a single, two-day workshop. Ask them to make training mandatory, monitor progress, and make Salesforce as a job requirement for all users. Content fine-tuning is a continuous part of KCS. The depth of functionality and ease of use were the primary winners for them. (opens in new window) Format and Pricing: $650 proctored exam of about 36 fill-in-the-blank questions with a 90 minute time limit. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in the minds of the agents and customer service. Article permission sets allow agents to participate in the article publishing process", "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Choose 2 answers. Principle #6: Train, learn, repeat. Build the foundation for your success with help from our Implementation Architects. Incomplete. Data insights add the most value when you can act on the insights within the flow of your work. Knowledge-Centered Service (KCS) is a methodology that changes how agents and managers think about knowledge. Efficiency enhanced by automation. Among the activities that a Salesforce administrator can develop, we can find: Data cleaning: eliminate duplicate. In the move from KCS v5 to KCS v6, the separation between learning how to do KCS, then receiving internal benefits, then receiving external benefits was lost. When KCS works, the benefits in productivity, customer experience, and team happiness all create a winning business case. Advantages of adoption and implementation of KCS methodology. The next step is to measure the success of the KCS coaching program. It evaluates the dynamics and effectiveness of the team in closing deals which, without a doubt, is a high-value metric. Which three benefits can be expected from KCS adoption? Choose 3 answers A. 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. Improved messaging with automation. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. -Reduced issue resolution time. Understand the impact of self-service success on traditional measures. Companies that use KCS methodology find that it provides many benefits. Inevitably, this poor user adoption leads to. Reports are always created within folders. Most leadership teams need to rework their programs. This way workers can capture the context and intent of the requestor. Communication and collaboration among the T&P teams was always smooth and simple. Reduced support channelsE . Total 200 questions. ~15 mins. User adoption issues in Salesforce can arise for a variety of different reasons. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Increased call deflection B. - people and processes first, enabled by technology. The benefits of KCS are compelling. Managerial efforts. Stage 2: Develop. Development began in 1992 by the Consortium for Service Innovation, [1] a non-profit alliance of service organizations. Surrogacy: The Progyny service also covers up to $10,000 in expenses related to surrogacy, including carrying and giving birth to the child. Increased call routing accuracy C. Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. Improve KCS adoption and success. Visualized data is processed faster. Track lead generation. It enables businesses of all sizes to bridge digital gaps and work from anywhere in a short period. 2. Ursa Major needs tools to support its new way of working. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Increased call routing accuracy. Knowledge-Centered Support (KCS): Unlock Your Hidden Knowledge. A critical first step in starting. C. Content fine-tuning is a continuous part of KCS. Anticipated to be accretive to CN’s Adjusted Diluted EPS 1 in the first full year following CN assuming control of KCS. Salesforce. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to. Note:KCS®️ is a ser. It is a framework for collecting, structuring, reusing, and improving knowledge consistently to leverage it for maximizing support outcomes. Migrate open and closed cases without milestones and entitlements D. Increased call routing accuracy C. 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. Features of Salesforce Experience Cloud. Coastal Cloud’s Salesforce proficiency is built on a team of experienced Salesforce leaders with an average of 20+ years navigating the Salesforce platform across core industries such as education, financial services, energy and manufacturing, healthcare, and retail. Salesforce for Outlook; D. Review cost benefit analysis and baseline measures. workshop you will receive training on KCS, best practices for adoptions, tips on configuring Salesforce Knowledge to optimize KCS benefits, and take the certification exam - all in. Optimize Article Search and Quality Audits. Sabbatical. This application allows customers to either use the standard features or customize them according to their needs. Optimized use of resources Answer: C D E QUESTION 3 Choose 2 answers. [All Certified Service Cloud Consultant Questions] Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. . Merchants face additional obstacles and costs if they choose a third-party over Salesforce’s add-on services. 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, and the best practices for implementing and using Knowledge. (opens in new window) Format and Pricing: $650 proctored exam of about 36 fill-in-the-blank questions with a 90 minute time limit. Reduced issue resolution time. Good merchandisers boost sales, average order value, and customer loyalty. A case analysis shows many similar cases that can be solved quickly with the same set of steps. Ursa Major needs tools to support its new way of working. 1. Development began in 1992 by the Consortium for Service Innovation, [1] a non-profit alliance of service organizations. Regularly reviewing and sharing Salesforce adoption metrics. Increasing KCS adoption by gaining buy-in from Engineers; Improving Article Quality and workflow adherence via a new KCS Coach program; Reducing. With proper adoption, KCS benefits all the stakeholders. Salesforce is a powerful solution, but you won’t capitalize on the benefits if users don’t know how to use the system. Which three benefits can be expected from KCS adoption? Choose 3 answers. Plus, you’ll get the search analytics you need to take your KCS. KCS v6 Introduction. Optimized use of resources B. By Sofia Delpueche on May 31, 2023. Here are five tried-and-true rules that. Thinking through the WIIFM for each audience and likely objections is an important part of leadership readiness. Hide or remove unused data fields. Page 1 of 12. Knowledge-Centered Support (KCS) delivers value for your business through self-service and call deflection, all while improving your product and services in the process. Working with a Salesforce partner offers numerous benefits for businesses. Maria sets up the other agents on Ada’s list, too. Cloud-based: Accessible from anywhere, with automatic. 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. Maria heads over to see if there are any apps she can use to speed up her KCS adoption. Official list of employee benefits from Salesforce. Building a service desk around knowledge will free your help desk agents from having to answer the same set of questions day after day. 70% enhanced time to proficiency. But there are common challenges that teams need to. Picking internal influencers (like top sales reps) and working together with them to show how Salesforce adoption helps drive. 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. The KCS article is the content, or knowledge, created by using the KCS methodology. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. Use simple, common sense names for custom fields. Technique 2. Increased call routing accuracy C. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. [Level Up Your Life] With a growing library of 3,000+ on-demand video courses, you can level up at your own pace. Development environment: Angular and React are used to develop the frontend of a mobile or web application. Post on 19-Oct-2014. Current Employee. KCS challenges traditional practices in how we think about organizational structure, process and measurements. Question 1. Free Salesforce Service Cloud Consultant actual questions are avilable below. 5. For each phase, we describe the relevant benefits, indicators and measures and how our measures must change as we evolve. Join us. Consequently, it affects user experience and the company. Next, we briefly explain how some of these benefits materialize. 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. Over time, it improves customer experience, reduces employee attrition, and reduces training time for new employees. 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 answersKCS adoption also makes it easier to identify recurring issues or any gray areas that need improvement. Salesforce. Moreover, it was a time-consuming process and businesses did not get many benefits from it. The prime four constituents of KCS are employee, customer, financial, and process. Create a Visualforce page called the Knowledge sidebar on the case page layout. Adoption is a life-changing experience that can have an incredible impact on everyone involved in the process. 4A few ways to do so include: Phasing out legacy systems. With instant access to vital information, they can solve customer problems in a heartbeat. Version control is the key to unlocking the advantages of a powerful DevOps process for Salesforce. Reduced issue resolution time D. Which solution would meet the requirements? A) Use Escalation rules to move cases into the correct status; create reports to monitor the SLA adherence. They will align with your technical objectives and provide personalized roadmap guidance. Take a Service Cloud project, for example, service users have to use. KCS helps in extending and scaling support capabilities and simultaneously reducing the staffing and budgetary resources. CN and KCS enter into a definitive merger agreement to create the premier railway for the 21 st century, bring together highly complementary networks to benefit customers and enhance competition. Align your Executive team. The Salesforce State of Sales reports found that connecting with customers requires a. NEW QUESTION 129 Universal Containers wants to provide its customers with more support options. Telling and showing your employees why you’re making such a big change will help get them on board. KCS Benefits and Organizational Measures 3 | Page v1. Some of these are:. Resolve cases with Knowledge-Centered Service. Knowledge lies at the heart of every service desk. , whether they're looking for solutions to particular problems). "Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Reduced support channels E. Understand the timing of benefits. Salesforce dashboards can measure how frequently users log in, conversations started in Chatter, and opportunities generated. The successful candidate will have a record of success in improving processes and adoption using the salesforce platform and with the Salesforce Lightning user interface. • A service leader who is engaged and committed to a successful outcome. We have found that organizations. User-Friendly. 1: Use A Simple Template. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . The KCS Principles course, when delivered as an on-site. Increased call deflection B. We provide free questions of Salesforce certification CRT-261 exam dumps, which are part of the full version. Increased call deflection B. Before Salesforce CRM (Customer Relation Management) was done manually on excel sheets which were not effective in case of a large amount of data. Optimized use of resources B. Here are some key advantages: Working with a Salesforce partner provides you with a dedicated team of experts focused on…When properly implemented with effective training, Salesforce will boost employee productivity. Which three benefits can be expected from KCS adoption? Choose 3 answers A. KCS principles put knowledge creation activities into the hands of the knowledge worker — the one who knows the answer. The easier Salesforce. 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. • Service Cloud license. It’s how agents respond to problems and learn about the systems they administer. The longer-term benefits are in new areas of value creation and therefore require new value-based measures. 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. 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. 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. KCS Principles; KCS Core Concepts; Unit 3: The KCS Practices. Paid holidays. Recognize, reward, and repeat: Recognize and reward your employees’ achievements during the Salesforce adoption process. 7 Keep Your Data Organized. Reduced support channels E. The ideal approach to creating an adoption strategy for Salesforce is to start it at the very first point. Make it FUN. 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. A knowledge article life cycle that is implemented correctly the first time and does not need to change KCS coaches conducted training with the Wave 1 TSEs, who were selected because of their enthusiasm and understanding of the benefits of KCS. A few ways leadership can show support for Salesforce adoption include: Using Salesforce Chatter. 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. Trustworthy Reporting. Options: A. Be sure to make it worth their time and make KCS part of their core workflow. com products, and utilization and selling to larger enterprise customers. 7. Last updated. Docked prompts are great when users need to refer to content while exploring a feature on their own. Reporting for Accountability and Success. Your CRM serves as a record of conversations, interactions, needs, notes, and contact information — an incredible advantage to winning customer-centric experiences. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. 2: Complete Thoughts Not Complete Sentences. Our KCS v6-aligned native integration lets you bring outside knowledge into Salesforce while giving you access to a host of AI-powered features that improve findability and knowledge sharing. Ease of use : This is one of the primary reasons that drive the Salesforce adoption rate. Reduced first contact resolution. 2 Dedicate Enough Time For Training. Which two benefits can be expected from KCS adoption? Choose 2 answers. You have to “adopt” Salesforce. Add Live Agent to public-facing sites; C. Thoughts on taxonomy,. It is based on process, not technology. With strong analytical and problem-solving skills, they help you to map your business objectives with Salesforce features. The solutions and products that Salesforce offers. We highly recommend adopting the. 6. 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. Strategic Framework for BusinessPrerequisites: • Premier or Signature Success Plan Customer. If, on. Ultimately, an efficient company can better serve its customers — that’s the greatest benefit of CRM software. KCS verified enterprise knowledge management software. 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. A. Managers of support teams who are using Salesforce Knowledge and doing KCS. Optimized use of resources, The contact. Companies that use KCS methodology find that it provides many benefits. . • Participation by a business leader familiar with your business processes. 20 – 40% improvement in employee job satisfaction. They should take the. 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. 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. He has also played a key role in engaging the field in KCS. Performance: Angular and React offer similar performance. In designing the self-service capability there are five key enablers we have observed about successful self-service models: Findability - Findability is driven by three things (all of which are enabled by KCS): context, structure, and rich environment statements. Complexity to adapt and use. Reduced first contact resolution. CRM systems compile data from a range of different communication channels, including a company's website, telephone (which many. The company has more than 150,000 customers, and more than 20% of the overall CRM market. 4. Our work primary focuses on: Knowledge-Centered Service (KCS®), Intelligent Swarming, Predictive Customer Engagement. 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. Pro tip: Including KCS in your self-service strategy and giving due credit to those authors who push issues out of. KCS. Now, let’s talk about some time-tested rules to adoption and how you can put them into action. Reduced issue resolution time. The benefits for healthcare solutions based on Hyperforce and AWS are: Scalable to meet surges in demand. A good digital adoption platform is the perfect solution for making your entire software stack business process compliant. She discovers solutions that provide exactly what she’s looking for.