Enhance Service Cloud with Lightning Knowledge. The campaign included posters, games, and team-building activities. 3. Visualized data is processed faster. Route to agents with the least amount of. A knowledge article life cycle that is implemented correctly the first time and does not need to change. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. 2- Work team. KCS can increase employee engagement by encouraging collaboration and knowledge sharing within the team. Learn more. Contact Salesforce to send a report on article efficacy. In v6, the internal. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Embed Salesforce Experts in your team. 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]. However, if you are already into it, you must start it right away without delay. Among them, Rolim et al proposed a cloud-based system to automate the process of collecting patients’ vital data. Question #: 64. Wondering why? This blog post explains. It is based on process, not technology. Route to agents with the most cases closed for that topic. Call us at 1-800-667-6389. 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. The key benefits of Salesforce training include the following: Improved User Adoption and Engagement. ”. This way workers can capture the context and intent of the requestor. 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. A cognitive search engine can help with that. A huge number of agents, making training and. This Service-Cloud-Consultant Salesforce page has the full details of latest exam pool, questions and labs details for your upcoming Service-Cloud-Consultant Salesforce Certified Service cloud consultant (SP23) Exam. Design your training strategy. Extend Salesforce with Clicks, Not Code. 1. Knowledge-Centered Service (KCS ®) is a simple idea that creates profound benefits. KCS methodology was developed by the nonprofit Consortium for Service Innovation, and it strives to. D . Join us. • Lightning Knowledge is enabled. A cognitive search engine can help with that. This keeps the resolution time to a minimum. Which three benefits can be expected from KCS adoption? Choose 3 answers A. 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. Paid volunteer time. Next up, determine which process you will follow. The purpose of QuickStart Solutions is to give businesses a quicker and more affordable option to adopt Salesforce Revenue. 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. 4A few ways to do so include: Phasing out legacy systems. Training your team is the most important element of your user adoption process. Get Buy-in from the Top Down. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. Which three benefits can be expected from KCS adoption? Choose 3 answers A. 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. Use simple, common sense names for custom fields. A. While the basic concepts are quite simple, adoption of the methodology is not. User adoption indicates how well the Salesforce Admin (and development teams) have configured and customized Salesforce to fit the organization’s unique needs. Reveal Solution Discussion. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology. Align your Executive team. 1. 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. Reduced support channels E. 1. Over time, it improves customer experience, reduces employee attrition, and reduces training time for new employees. Your company’s editorial team wants to remain the central hub for knowledge. Salesforce’s new advancements put AI to work for millions of CRM users,. In fact, researchers at the Pennsylvania School of Medicine indicate that the human retina can transmit data at roughly 10 million bits per second. Optimized use of resources Answer: CDE NEW. Category: Technology. Read on for a quick overview of DevOps, and some guidance on how you. Evolve content based on usage and demand. Benefits of KCS. • A service leader who is engaged and committed to a successful outcome. CONTACT US. Increased call deflection B. The KCS v6 Adoption Guide is now the KCS v6 Adoption & Transformation Guide! Join the team who worked on the updates for a discussion about what’s new and why it’s important. ) that enable all eight KCS practices. Question 1. Salesforce is repeatedly rated the #1 CRM, but mastering its features and getting employees to adopt it is easier said than done. It’s what we pass along to customers when we walk them through a fix. Increased call deflection B. A. A successful Salesforce implementation depends on adequate employee training. There are several important steps to help you assess feasibility, demonstrate product capabilities, and validate the relevancy of use cases. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in th. Knowledge lies at the heart of every service desk. 4. The image below explains how you can keep an eye on each of these with a balanced scorecard. Knowledge-Centered Support is a methodology for collecting, organizing, and distributing support content to your customers. C. Step 3: Design your KCS process. Benefits to your reps: Enhances productivity; Strengthens customer. Kcloud Technologies +1 (619)798-6682; contact. 7. Additionally, you can also modify, delete, or copy. Balance Scorecards. The two-day KCS Practices v5 workshop includes: Training on the KCS practices and techniques and KCS adoption best practices Configuration tips to set up Salesforce Knowledge to optimize KCS benefits A copy of the KCS. 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. Most leadership teams need to rework their programs. Content fine-tuning is a continuous part of KCS. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. 7/5. With proper adoption, KCS benefits all the stakeholders. Reduced support channels E. Telling and showing your employees why you’re making such a big change will help get them on board. Integrating use of the knowledge base into the knowledge workers' workflow is a Core Concept of KCS. Event Relay Considerations. Create a Strategic Framework. Maria sets up the other agents on Ada’s list, too. Facilitated by Jennifer Crippen from DB Kay & Associates and featuring Ryan Mathews from NetApp, Jacob. This module describes how Maria and. Knowledge-Centered Service (KCS ®) is a simple idea that creates profound benefits. You can move the reports that you have created from one folder to another. 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. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. Simplified collaboration. It works entirely on the cloud, offering access from mobile devices as. In order to fully understand the opportunity that awaits you, we are going to highlight the top 4 benefits of integrating Salesforce communities into your business. We’ll take a look at six data dictionary benefits below. Self-Service Design Criteria. C . Benefits of KCS v6 Aligned for the Vendor. Optimized use of resources B. 7 Keep Your Data Organized. Enhanced security and compliance concerns will drive DevOps adoption in Salesforce. Which three benefits can be expected from KCS adoption? Choose 3 answers. Increased call deflection C. One obvious benefit of using a Salesforce CRM is tracking leads and prospect information. 6. Join us to hear from Greg Oxton, Executive Director for the Consortium for Service Innovation and Apollo. Low code allows anyone, with or without formal training, to build apps. Take a look at the KCS process and think about whether you want to make any. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Using a Salesforce Mobile app, producing leads is simple as several insightful functionalities are incorporated into it for better sales operations. Last updated. 70% enhanced time to proficiency. The Coach must have a profound knowledge of the KCS principles and processes as well as strong communication and influence skills. Track lead generation. These are the core principles that can help you have a better understanding of KCS: Abundance. By including them in the process, the transition to Salesforce becomes an exciting endeavor rather than a daunting task. To achieve those benefits, Ursa Major is working to set up a program with these characteristics. Knowledge-Centered Service (KCS) describes a way of interacting with knowledge which enables teams to: and train new employees faster. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. 2. If marketers don’t know how to use the. Technique 3. Customize Your Salesforce Org. A knowledge article life cycle that evolves based on usage and demand. Reduced issue resolution time D. 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). Show up in time for the new sale. Onboard every new employee — not just your sales reps — with an in-person or virtual product bootcamp to ensure they know your products inside and out. Considerations. Which three benefits can be expected from KCS adoption? Aside from that, Salesforce covers 90% of costs after you reach your deductible. Benefits of Learning Salesforce in 2023. Increased call deflectionB . The disadvantages of Salesforce Cloud Commerce are the high cost and the dependence on developers. Completeness - Most of what we know, that is self. 3q3Which three benefits can be expected from KCS adoption? Choose 3 answers. A. Technical writers simplify complex information so that anyone can understand it. 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. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. Members of the Consortium for Service Innovation have generously provided the following resources for your personal use with attribution as described in this article. It is critical to acknowledge and honor efforts to fully embrace CRM. Create a shared vocabulary. Post on 19-Oct-2014. Maria names it KCS and selects 1-column for Layout. Companies treat knowledge as a business asset. 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 KCSadoption? Choose 2 answers A . A KCS Design Session is an important step to. The KCS® methodology is a registered service mark of the Consortium for Service Innovation. Actual exam question from Salesforce's Certified Service Cloud Consultant. The platform has a higher annual cost with a 3-5 year contract, and an implementation can easily cost upwards of $250K. Improve KCS adoption and success. Some of the benefits offered by the AppExchange partner program, according to each category, can be: Design and develop. The quickest way is to follow a KCS foundation training to make sure all team members have the knowledge they need; An adoption plan. Without knowledge centered support methodology, not only does. We have found that organizations that embrace a formal change management methodology like Kotter or ADKAR tend to do well with their KCS adoption. It is important to have the right people to meet your goals. A critical first step in starting. 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. Get rid of the clutter, mostly by hiding things people don’t use and keeping labels intuitive: Hide unused tabs. On the article, there’s a “KCS Flag” section where users can create a new “KCS Flag” record. Benefits of KCS. Which two benefits can be expected from KCS adoption? Choose 2 answers. 3q3Which three benefits can be expected from KCS adoption? Choose 3 answers. Provide of personalized. 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. Increased call deflection B. The frequency and quality of our Solve Loop activities dictates the level of benefit we will realize. Create a Visualforce page called the Knowledge sidebar on the case page layout. However, in order to reap the full benefits of Salesforce and supercharge sales, company leaders must first focus on proper training. Benefits of Adoption. Expected EBITDA synergies. Maria goes to Ada Balewa’s user record and selects her KCS role (KCS Publisher) and KCS Coach (Zhang Wei). Easy Incident Management. Optimized use of resources B. The KCS article is the content, or knowledge, created by using the KCS methodology. Send out a monthly survey to customers requesting feedback. As we reach the end of 2023, nearly every industry is undergoing a collective transformation – discovering entirely new ways of working due to AI advancements. Maintained by the Consortium for Service Innovation, KCS methodology began in 1992 and updated to KCS v6 in 2016, which is also when the name changed from Knowledge-Centered Support to Knowledge-Centered Service. Reduced support channels E. With them by your side, you can benefit from 52% higher adoption, and 80% reduced time-to-deploy. Recognize the High-Performers. Join us to learn how exposing knowledge increases agent efficiencys and has allowed Docusign to scale its global operations. See KCS v6 Aligned Services for KCS professional services or KCS Coach Services that support KCS adoption and success. Also referred to as knowledge-centered services, knowledge-centered support (KCS) describes a process where support teams provide real-time customer, employee, and system support while also creating and maintaining documentation as part of the same process. We highly recommend adopting the. 5 Integrate Salesforce With The Right Platforms. Ada knows that the most important part of KCS methodology is making sure agents have correctly adopted KCS processes. Benefits, like having an effective and efficient problem-solving process, reduced time to proficiency and improved products and services, are just a few that come with the sharing of knowledge. Page 1 of 12. C . Ask questions, stay updated, and share best practices with other trailblazers. 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. Balance Scorecards. A . . There was an opportunity to reframe the Adoption Guide as a tool to set expectations around the ongoing, non-linear transformation that is a KCS implementation. 3. Surrogacy: The Progyny service also covers up to $10,000 in expenses related to surrogacy, including carrying and giving birth to the child. 3. Alation’s KCS journey is valuable to companies starting their KCS journey as well as those trying to improve their existing KCS program. This guide is an invitation to success. 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. Simplus. 1. 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. Community Talks Ep 3: Role of Knowledge-Centered Service (KCS) and Self-service in the Community. 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. KCS can help organizations identify knowledge gaps and areas for improvement in their products or services. A . At first, Ursa Major intended to provide training and go. 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. The solutions and products that Salesforce offers. KCS Adoption Guide 2012 Consortium for Service Innovation 2 Table of Contents Introduction. They should take the. -Reduced first contact resolution. ” The benefits of CPQ software include formalizing rules and pricing, establishing standardization across the company, increasing companywide efficiency, and more. High performing for dependable interactions. 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. KCS is taking the customer service world by storm. Increased call deflection B. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Prolific adoption leads to strong ROI and positions your reps and your company for success. Increased call routing accuracy C. Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Reduced issue resolution time" Salesforce Knowledge makes self-service better and reduces customer effort. As its name suggests, sales force automation, or SFA for short, is a function that automates various sales processes through software tools. KCS v6 Aligned Tools complement or enable a KCS Practice. 647 views. [All Certified Service Cloud Consultant Questions] Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of. KCS integrates knowledge creation and management with every. By Simon Breslaw. Increasing KCS adoption by gaining buy-in from Engineers; Improving Article Quality and workflow adherence via a new KCS Coach program; Reducing. 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. The Salesforce State of Sales reports found that connecting with customers requires a. Companies that use KCS methodology find that it provides many benefits. We specifically note exit criteria for the Plan and Design phase,. 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. 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. Identify which fields on an object should get updates from Outreach or Salesforce;. Knowledge-Centered Support (KCS): Unlock Your Hidden Knowledge. Regular Communication: Regularly communicate the benefits of Salesforce adoption, success stories, and tips to encourage users to embrace the. 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. It even helps to keep all the customer data, important chat conversations with them, etc. • Participation by a business leader familiar with your business processes. A. Click OK. We rely on the Knowledge-Centered Service, or KCS, methodology to build up our knowledge base. Secure and highly. It’s what we pass along to customers when we walk them through a fix. We answer some basic questions about what Salesforce does, what Salesforce CRM software is used for, and how Salesforce works. It’s a strategic management performance metric that provides a comprehensive view of your KCS ecosystem’s health. Here’s how: 1. That’s where Lightning Knowledge can shine. Reporting for Accountability and Success. Understand the concerns of each of the individuals based on their role. A knowledge article life cycle that evolves based on usage and demand. ~15 mins. 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. Incomplete. Salesforce for Outlook; D. KCS is NOT something we do in addition to solving problems, rather KCS becomes the way in which we solve problems. A few ways leadership can show support for Salesforce adoption include: Using Salesforce Chatter. Your CRM serves as a record of conversations, interactions, needs, notes, and contact information — an incredible advantage to winning customer-centric experiences. Salesforce will reimburse you up to $10,000 per child for eligible expenses related to adopting a child, including but not limited to: Legal or attorney fees Court fees Adoption agency fees—including foreign adoption fees Travel expenses including food and lodging while away from home Pre-adoption medical. Coaches become the change agents that help create. Salesforce is a powerful and flexible platform, but this can also make it complex to implement and customize. Dashboards that visually showcase data. Maria sets up the other agents on Ada’s list, too. Simplified collaboration. Additionally, DevOps emphasizes collaboration and communication between teams, which can help to reduce. It comparatively shows the results of each member by the volume of sales and deals closed by different categories. 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. Version control is the key to unlocking the advantages of a powerful DevOps process for Salesforce. Want to Know How to Inculcate KCS in Teams With Cognitive Tech?Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform. Reduced support channelsE . Moreover, technology creates huge…6. Share all the benefits that your pilot team gained from KCS with these new people. From 1999, when Salesforce was founded, our Technology & Products (T&P) team delivered like clockwork. Another element of the leadership model is the reward and recognition program. By tracking all communication with the customers, CRM helps sales people to know exactly when customers need to be contacted; for example, for product replacement, contract renewal, or for an upsell to a new product or service. Coaching is a critical aspect of a successful KCS program and a coach development program is an essential component of Adopting in Waves. The prime four constituents of KCS are employee, customer, financial, and process. Recognize, reward, and repeat: Recognize and reward your employees’ achievements during the Salesforce adoption process. Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. Migrate open and closed cases without milestones and entitlements D. Add the knowledge tab to the console app. Increased call routing accuracy D. Create a Service Cloud console and enable the Knowledge sidebar on the case page layout. What are three values of KCS to the organization? They are realized at different points in time along the KCS journey. Knowledge-Centered Service (KCS) is a methodology for creating, managing, and improving knowledge within a service organization. Each candidate has 105 minutes to complete all the questions. Set Up Your Data Your Way. 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. Define Objectives and Goals: Before implementing Salesforce, it’s crucial to clearly define your objectives and goals with proper Salesforce implementation strategy. KCS coaches play a major role in the overall process adoption. In real Salesforce Service Cloud Consultant exam, there are 60 multiple choice questions. User adoption issues in Salesforce can arise for a variety of different reasons. 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. Increased call deflection B. Introduction of. DAPs can help with compliance through structured information collection, process transparency, and self-generating audit. Salesforce. B . However, there are cultural challenges to implementing KCS in your. KCS coaches conducted training with the Wave 1 TSEs, who were selected because of their enthusiasm and understanding of the benefits of KCS. Universal Containers is considering a Knowledge-Centred Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers A. As part of the Salesforce Innovation and Transformation. "Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. It’s what we pass along to customers when we walk them through a fix. The image below explains how you can keep an eye on each of these with a balanced scorecard. Practice 3: Reuse. Latest Technology Adoption. 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. Technique 3. 20 – 35% improved employee retention. 30 – 50% rise in the first contact resolution. 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. KCS principles put knowledge creation activities into the hands of the knowledge worker — the one who knows the answer. 2. Question #29 Topic 1. Measure Key Salesforce Adoption Metrics. "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. The administrator will work closely with leaders and subject matter experts to identify, develop, and deploy new business processes and be responsible for executing the day-to. DevOps can help organizations automate many of the manual processes involved in Salesforce development, testing, and deployment. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . Integration of data from any source: whether it is data obtained by Salesforce or from third parties, with Experience Cloud you can integrate data from any source: such as leads, opportunities, cases, campaigns, orders, financial reports and custom objects. 5. With KCS, it is easier for new agents to get familiar with your customer. Articles CANNOT be published until they are reviewed and validated by a qualified author. 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. KCS provides agents with a trusted platform with reliable, verified, and up-to-date information. The KCS Continuum - The evolution of KCS in a given environment. See KCS v6 Verified Tools for product suites (CRMs, Knowledge or Content Management Systems, etc. Join us to learn how exposing knowledge increases agent efficiencys and has allowed Docusign to scale its global. 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. C . So, while cloud adoption is happening, it is still just a small fraction of the overall government technology spending, meaning there is a long way to go in making the switch. Viewing questions 29-32 out of 155 questions. Salesforce Certification Preparation for Service Cloud Consultant - CRT-261 Exam Practice Test. Request a demo Request a Meeting. Reduced issue resolution time D. However, it is always advisable to customize it. The top 5 biggest advantages of data visualization. managers need to understand what KCS is, what the benefits are, and why the organization is adopting it. B. Salesforce is a powerful solution, but you won’t capitalize on the benefits if users don’t know how to use the system. Reduced issue resolution time D. - seeks to reuse, improve, and create knowledge in the support service delivery process. Click Save. 3. With instant access to vital information, they can solve customer problems in a heartbeat. The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved. Communication Plan Guidance – Sample list of FAQs for your communications plan.