Define Objectives and Goals: Before implementing Salesforce, it’s crucial to clearly define your objectives and goals with proper Salesforce implementation strategy. Training your team is the most important element of your user adoption process. It mandates that the onus of knowledge. Communication Plan Guidance – Sample list of FAQs for your communications plan. In fact, researchers at the Pennsylvania School of Medicine indicate that the human retina can transmit data at roughly 10 million bits per second. Get Full Access Now. The qualitative and quantifiable benefits of KCS principles are as follows: Optimize Usage of Resources. They also create amazing tools on any device, such as easy-to-use dashboards and smart workflows. This improves the success and quality of your company’s collective knowledge. Reduced issue resolution time D. 1 Complete Stakeholder Involvement. Lightning Platform Home Page. DAPs can help with compliance through structured information collection, process transparency, and self-generating audit. SMAC refers to social, mobile, analytics, and cloud, and Salesforce comes with all of them. Invite Marketing and Human Resources. G2 Review Rating: 4. Actual exam question from Salesforce's Certified Service Cloud Consultant. These top 13 CRM softwares are compared for pros, cons and pricing, and if they offer a free version. However, it is always advisable to customize it. 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. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in the minds of the agents and customer service. KCS Principles; KCS Core Concepts; Unit 3: The KCS Practices. Question 1. • Lightning Knowledge is enabled. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. KCS v6 Adoption & Transformation Guide. Recognize the key trends, relevant. Additionally, KCS provides insight into which questions are being asked the most, and identifies recurring problems so we can remove them from the. The newly launched Salesforce app will help you to unlock real-time service and sales data to make better, faster and smarter decisions. 1. Communicate the ‘why’. [All Certified Service Cloud Consultant Questions] Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. The Top 4 Advantages of Salesforce Communities. A. Increased call routing accuracy D. Learn more. KCS coaches play a major role in the overall process adoption. That’s exactly what Tammy Rahn, content architect at Salesforce, did for the. Increased call routing accuracy D. Reduced support channels E. There is a standard process for KCS, but that doesn’t mean that you have to follow that process to the letter. We rely on the Knowledge-Centered Service, or KCS, methodology to build up our knowledge base. The registration fee is $200. Create a Channel for a Custom Platform Event. 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. The deliverables from the KCS Design Session include: Strategic Framework – Describes how the benefits of KCS align with or contribute to the company’s high-level goals and objectives. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. Reduced issue resolution time. Anticipated to be accretive to CN’s Adjusted Diluted EPS 1 in the first full year following CN assuming control of KCS. Content fine-tuning is a continuous part of KCS. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. Knowledge-Centered Service (KCS ®) is a simple idea that creates profound benefits. See KCS v6 Aligned Services for KCS professional services or KCS Coach Services that support KCS adoption and success. Following are the eight areas that have been identified as key factors for successfully adopting KCS. Share. This makes them feel that the whole process is pointless and draining, thus, impacting their productivity. Use simple, common sense names for custom fields. KCS flags is created as a custom object in Salesforce with a lookup to the knowledge article. Which three benefits can be expected from KCS adoption? Aside from that, Salesforce covers 90% of costs after you reach your deductible. Review cost benefit analysis and baseline measures. Initially, KCS adoption requires some investment of time, but the time-saving potential of KCS in the post-adoption stage has a monumental impact in the long run. D. 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. 2. This is designed to offer customers a more powerful and easily scalable. Increased call routing accuracy D. Learning Salesforce is way more engaging, not to mention more exciting, when a healthy dose of competition and gamification are thrown into the mix. 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. 4 Track User Adoption. Consortium Members report that aiming for this goal dramatically improves customer success with self-service. Each candidate has 105 minutes to complete all the questions. The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved. Migrate open and closed cases with milestones and entitlements B. Maria sets up the other agents on Ada’s list, too. This all increases your chances of closing a sale. 3q3Which three benefits can be expected from KCS adoption? Choose 3 answers. You need a successful implementation to reap all the benefits of knowledge-centered service. It’s how agents respond to problems and learn about the systems they administer. Customers have increased confidence in support and improved response from support. -Deploy the configured and tested app to production. With them by your side, you can benefit from 52% higher adoption, and 80% reduced time-to-deploy. The solutions and products that Salesforce offers. Ultimately, an efficient company can better serve its customers — that’s the greatest benefit of CRM software. Technique 2. Get Buy-in from the Top Down. Ursa Major needs tools to support its new way of working. . Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. Increased call routing accuracy C. Strategic Framework for Business Prerequisites: • Premier or Signature Success Plan Customer. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. 4. Get Buy-in from the Top Down. The company is best known for its Salesforce customer relationship management ( CRM) product, which helps companies easily track customer communications and nurture leads. QUESTION NO: 8. Engage with the Trailblazer Community. Additionally, DevOps emphasizes collaboration and communication between teams, which can help to reduce. 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. Plus, you’ll get the search analytics you need to take your KCS. The ‘project plan’ for the adoption. ; Content Standard – Describes the structure or format of an article, the intent of each of the fields, recommendation on the. The key to a successful implementation or new feature rollout is high rates of user adoption. Maria sets up the other agents on Ada’s list, too. Benefits of KCS. Which two benefits can be expected from KCS adoption? Choose 2 answers. 3. Identify which fields on an object should get updates from Outreach or Salesforce;. It’s important to carefully plan the implementation process. Coaches become the change agents that help create. Alignment with an Account-Based Marketing (ABM) approach. A. 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. Limitations With Salesforce In-App Guidance. The platform has a higher annual cost with a 3-5 year contract, and an implementation can easily cost upwards of $250K. The data above reflects responses from 1,036 full-time sales employees and 1,023 full-time service employees. The purpose of QuickStart Solutions is to give businesses a quicker and more affordable option to adopt Salesforce Revenue. 2. Reduced issue resolution time. Efficiency enhanced by automation. 1. Currently, when a flag is created, we’re directing users to submit the suggestion to the article author. 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. Drag KCS Role and KCS Coach into the KCS section. KCS principles put knowledge creation activities into the hands of the knowledge worker — the one who knows the answer. Knowledge lies at the heart of every service desk. Gain an understanding of KCS, its benefits and the need for a road map for KCS adoption; Understand KCS leadership strategies and change management; Develop a clear understanding of the leadership requirements to successfully adopt KCS and optimize it through continuous improvement; Identify the link between the organization’s goals and. Topic #: 1. Companies that use KCS methodology find that it provides many benefits. Some organizations choose to adopt KCS because they need to scale and. KCS integrates knowledge creation and management with every. But after the initial kick-off, many firms leave the knowledge management programs hanging. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Content fine-tuning is a continuous part of KCS. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Reporting for Accountability and Success. Enable the Knowledge sidebar setting in the case support settings. It will be pivotal to every business in the volatile global economy to stay ahead of the game. C. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. 2. Salesforce CRT-261 exam is designed for individuals who have experience designing Service Cloud solutions and are preparing to take the Salesforce Service Cloud Consultant Certification exam. Less Investment in New-age Technology: The primary objective of the KCS methodology is to populate new articles and update the existing ones regularly. In fact, the benefits the organization will achieve are directly proportional to the time they invest in coaching. Ultimately, an efficient company can better serve its customers — that’s the greatest benefit of CRM software. Salesforce. 4 KCS allows organizations to capitalize on oneChoose 2 answers. A cognitive search engine can help with that. Conducting team or 1-to-1 meetings based on dashboards. You need a successful implementation to reap all the benefits of knowledge-centered service. Differences Between Manual and Automation Testing. Optimized use of resources Correct Answer: C,D,E QUESTION 3 Knowledge Best Practices Using KCS for Efficiency and Scale. 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 . KCS v6 Aligned Tools complement or enable a KCS Practice. 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]. Ask them to make training mandatory, monitor progress, and make Salesforce as a job requirement for all users. 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. Provide coach training that develops influence skills and an understanding of the. -A knowledge article life cycle that evolves based on usage and demand. 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. B . 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). Reduced support channels E. ~15 mins. Hyperforce is Salesforce’s renewed infrastructure architecture, based on the consumption of public cloud services. Which three should a Consultant recommend? Choose 3 answers. Salesforce, Inc. Enhance Service Cloud with Lightning Knowledge. Read More. C . Key Benefits. Most people think Salesforce becomes essential when there are more active users, so they focus on driving usage through tangible adoption. Here’s why that should concern you. With SFA, sales representatives can dedicate more time to sell instead of carrying out administrative tasks. KCS Roles and Competencies – A description of competencies for the KCS roles: Candidate, Contributor, Publisher, Coach, Knowledge Domain Expert/KDE. In the KCS v6 Adoption & Transformation Guide, we identify four phases or building blocks that support the successful management of a KCS adoption program. Picking internal influencers (like top sales reps) and working together with them to show how Salesforce adoption helps drive. Some of these are:. The simple way of describing KCS is that it allows. Create a Service Cloud console and enable the Knowledge sidebar on the case page layout. Articles CANNOT be published until they are reviewed and validated by a qualified author. The KCS Practices; Understanding KCS; The KCS Methodologies; Unit 4: Aligning KCS with the Business. Aug 16, 2023. It’s not in doubt that Knowledge-Centered Service is a valuable way to approach your customer support operations. Salesforce (Best operational CRM tool overall) Salesforce, an industry giant, provides a full-fledged operational CRM. Salesforce adoption measures the extent to which users have incorporated Salesforce into their day-to-day tasks. Install Knowledge Base Dashboards and Reports AppExchange package. Reveal Solution Discussion. Use Flow to Invoke External Service Actions. Increased call deflection B. Get rid of the clutter, mostly by hiding things people don’t use and keeping labels intuitive: Hide unused tabs. 5. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of. Read on for a quick overview of DevOps, and some guidance on how you. A knowledge article life cycle that evolves based on usage and demand. Workers are of two minds when it comes to generative AI, Salesforce research reveals. CRM systems compile data from a range of different communication channels, including a company's website, telephone (which many. The company is best known for its Salesforce customer relationship management ( CRM) product, which helps companies easily track customer communications and nurture leads. Reduced support channels E. KCS methodology was developed by the nonprofit Consortium for Service Innovation, and it strives to. managers need to understand what KCS is, what the benefits are, and why the organization is adopting it. Event Relay Considerations. The disadvantages of Salesforce Cloud Commerce are the high cost and the dependence on developers. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. Git-based development – a common gold standard all over the software development world for decades – has finally arrived in the mainstream of Salesforce. Planning time and budget. Increasing KCS adoption by gaining buy-in from Engineers; Improving Article Quality and workflow adherence via a new KCS Coach program; Reducing. Thinking through the WIIFM for each audience and likely objections is an important part of leadership readiness. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. User adoption indicates how well the Salesforce Admin (and development teams) have configured and customized Salesforce to fit the organization’s unique needs. He has also played a key role in engaging the field in KCS. Implementing a Customer Relationship Management (CRM) system can be a game-changer for businesses, providing a holistic approach to managing customer interactions, streamlining processes, and driving growth. The exam is just one of several steps required to become a KCS v6 Certified Trainer. Salesforce Certified Service Cloud Consultants are interested in demonstrating their expertise as cloud computing implem entation consultants; with a specialty in the contact center domain. Development began in 1992 by the Consortium for Service Innovation, [1] a non-profit alliance of service organizations. If, on. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Surrogacy: The Progyny service also covers up to $10,000 in expenses related to surrogacy, including carrying and giving birth to the child. Universal Containers is considering a Knowledge-Centred Support (KCS) implementation. Content fine-tuning is a continuous part of KCS. Balance Scorecards. Optimized use of resources Answer: CDE NEW. It’s a strategic management performance metric that provides a comprehensive view of your KCS ecosystem’s health. Set Up Your Data Your Way. 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. Create a group of super users that will evaluate and manage articles. Take a look at the KCS process and think about whether you want to make any adjustments. Improved messaging with automation. We specifically note exit criteria for the Plan and Design phase,. 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. 1. Make sure that your employees receive proper training and are familiar with all of the latest Salesforce features. Identify use cases: Refine AI use cases by gathering insights from across your organization. The company needs to reduce total case volume and the average amount of time spent by agents on cases. Increased call. Identify the best time to address your company’s adoption. KCS Roles and Competencies – A description of competencies for the KCS roles: Candidate, Contributor, Publisher, Coach, Knowledge Domain Expert/KDE. KCS v6 Introduction. Enhanced security and compliance concerns will drive DevOps adoption in Salesforce. 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. Now, let’s talk about some time-tested rules to adoption and how you can put them into action. Which two benefits can be expected from KCS adoption? Choose 2 answers A. Report. But by 2006, we had experienced phenomenal growth—we had more customers, more revenue, more product, and a bigger company. D. Join us to learn how exposing knowledge increases agent efficiencys and has allowed Docusign to scale its global. Build the foundation for your success with help from our Implementation Architects. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. Main reasons for the poor adoption of Salesforce. Articles can be used for many different types of content including a simple question, a complex problem, or a procedure. . While Salesforce is easy to use, your team needs to be properly trained in order for adoption to be easy. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. The KCS article is the content, or knowledge, created by using the KCS methodology. The exam is just one of several steps required to become a KCS v6 Certified Trainer. 2. How you approach adoption will depend on the type of implementation. Our knowledge base philosophy is to solve once, and use often. Salesforce adoption measures the extent to which users have incorporated Salesforce into their day-to-day tasks. Increased call deflection C. , whether they're looking for solutions to particular problems). • Participation by a business leader familiar with your business processes. A critical first step in starting. 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. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . Salesforce automation (SFA) is a process that assists salespeople in selling more efficiently and effectively. C. Provide of personalized. With it, you can: Track leads and prospect. 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. 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. One of the popular and powerful operations these days is Salesforce. 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. Stage 2: Develop. Salesforce-specific standards will enable impacted users to be ready, willing, and able to adopt Salesforce. Send out a monthly survey to customers requesting feedback. No supporting materials are allowed. Increased call deflection C. 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. Learn more about Salesforce's CRM software and join the 100,000+ businesses using our trusted customer relationship management solutions. 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. Knowledge-centered services (KCS) are the tools and processes that a business uses to create and maintain support documentation. Poor user adoption is one of the main challenges companies face after implementing Salesforce. 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. 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. KCS Benefits and Organizational Measures 3 | Page v1. Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. The most important benefits of CPQ software, however, are the proven increase in revenues and decrease in costs. In real Salesforce Service Cloud Consultant exam, there are 60 multiple choice questions. The quickest way is to follow a KCS foundation training to make sure all team members have the knowledge they need; An adoption plan. 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. Salesforce is a powerful and flexible platform, but this can also make it complex to implement and customize. Understand the impact of self-service success on traditional measures. Benefits of KCS v6 Aligned for the Vendor. e. CK has already enabled Knowledge Management. KCS allows people to focus on solving new problems. CK has already enabled Knowledge Management. Page: 1 / 20. Knowledge-Centered Service (KCS) is an IT service delivery and support capability that focuses on knowledge as a key asset of the IT support organization. Providing apps like S-Docs for automated quote, proposal, and invoice creation. Reduced support channels E. ~10 mins. It is always the manager’s right attitude and leading by example that prove to eliminate user. Unlike the floating and targeted prompts, the docked prompt stays in place as the user navigates through the app. The ideal approach to creating an adoption strategy for Salesforce is to start it at the very first point. Invite Marketing and Human Resources. Reduced issue resolution time D. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. B . By Simon Breslaw. Health insurance benefits, vacation policy, retirement benefits and more. Optimized use of resources View. 5. Keep. Click OK. A company has implemented Salesforce Service Cloud. Thinking over risks. A knowledge article life cycle that is implemented correctly the first time and does not need to change. Technique 2. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Access to the AppExchange Marketing Program (AMP). A well-supported user community fosters higher adoption rates. Managerial efforts. -Reduced first contact resolution. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology. Building a service desk around knowledge will free your help desk agents from having to answer the same set of questions day after day. On the article, there’s a “KCS Flag” section where users can create a new “KCS Flag” record. Increased call routing accuracy C. 20 – 40% improvement in employee job satisfaction. Step 3: Design your KCS process. Optimized use of resources View Answer Answer: C,D,E Prev QuestionNext Question Latest Service Cloud. Question 2. Resolve cases with Knowledge-Centered Service. • A service leader who is engaged and committed to a successful outcome. Take a look at the KCS process and think about whether you want to make any. If you are keen to adopt Salesforce CPQ (Configure-Price-Quote) software to enhance business opportunities, then you’re surely making the correct choice. Reduced support channels E. Performance: Angular and React offer similar performance. 7. Join us to hear from Greg Oxton, Executive Director for the Consortium for Service Innovation and Apollo Education Group as they share the dramatic impact Knowledge Centered Support (KCS) has on your bottom line through self-service and call deflection, all. Choosing the best sequence of implementation stages. Data insights add the most value when you can act on the insights within the flow of your work. Track lead conversion. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. KCS methodology was developed by the nonprofit Consortium for Service Innovation, and it strives to integrate. 3. Currently, Salesforce is growing its revenue at a rate of 23. Salesforce adoption is an important step for any business. Content Generation: Generative AI can analyze customer messages, extract relevant details, and generate human-like replies to customer questions, improving response times and overall customer satisfaction. D. Engage C-level executives in Strategic Framework. 3. One common challenge is a lack of proper training and education provided to users, leading to limited understanding of the platform’s full capabilities and functionality. Paid volunteer time. Knowledge lies at the heart of every service desk. 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 . Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. Here are five tried-and-true rules that. Aug 16, 2023. Increased call deflection C. Increased call deflection C. Improve KCS adoption and success. 4 Main Principles of KCS. Salesforce is a powerful solution, but you won’t capitalize on the benefits if users don’t know how to use the system. As organizations continue to adopt Salesforce, the demand for certified professionals grows. Low code solves real problems: from tracking attendance to tracking bug reports, it has nearly all the capabilities of traditional coding with none of the traditional hurdles. Service Cloud: Using Knowledge-Centered Support (KCS) with Salesforce Knowledge Greg Oxton, Consortium of Service innovation, Executive Director Catherine Gabrieli, PTC, Senior Manager, Support Operation . When KCS works, the benefits in productivity, customer experience, and team happiness all create a winning business case.