Reduced issue resolution time D. Benefits of KCS. Through this 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 a single, two. Low code allows anyone, with or without formal training, to build apps. A knowledge article life cycle that is implemented correctly the first time and does not need to change. Features of Salesforce Experience Cloud. Sales Reps have better visibility into their accounts. The registration fee is $200. [All Certified Service Cloud Consultant Questions] Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. This is negatively impacting customer satisfaction. KCS Benefits and Organizational Measures 3 | Page v1. In the business world, adoption is all about getting someone to use a solution that is available to them. Define Objectives and Goals: Before implementing Salesforce, it’s crucial to clearly define your objectives and goals with proper Salesforce implementation strategy. Faced with these challenges, we need to understand the greatest forces at play – adoption, productivity, and data quality. Not only that, butHaving knowledge gives your business a competitive ed. Drag KCS Role and KCS Coach into the KCS section. Increased call deflectionB . Migrate open and closed cases with milestones and entitlements B. Following are the eight areas that have been identified as key factors for successfully adopting KCS. KCS is NOT something we do in addition to solving problems, rather KCS becomes the way in which we solve problems. Question #: 64. The difference mostly depends on the user’s perspective. 6- My Team Performance Dashboard. C . There are four main reasons for it. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. 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. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Articles CANNOT be published until they are reviewed and validated by a qualified author. The company has more than 150,000 customers, and more than 20% of the overall CRM market. CONTACT US. Salesforce Sales Cloud is a cloud-based customer relationship management (CRM) platform. Explain how implementing KCS benefits the support center's stakeholders. Increased call routing accuracy C. com is to use, the more people will use it. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. This improves the success and quality of your company’s collective knowledge. Consortium Members report that aiming for this goal dramatically improves customer success with self-service. 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. Event Relay Considerations. Paid sick days. Salesforce benefits include: Comprehensive CRM: Salesforce offers a complete customer relationship management platform to track interactions, sales, and marketing. 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. Salesforce adoption: getting users to actually use the system. The KCS® methodology is a registered service mark of the Consortium for Service Innovation. This also includes the latest platform innovations, AI benefits, analytics options, and integration capabilities. A. A . Your CRM serves as a record of conversations, interactions, needs, notes, and contact information — an incredible advantage to winning customer-centric experiences. The salesforce mobile app timeline includes details of the information and meeting requirements, activities, and calls. Stay up to speed. D. Benefits of KCS v6 Aligned for the Vendor. 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. Actual exam question from Salesforce's Certified Service Cloud Consultant. In this way, Salesforce automation testing assures software efficiency without manual intervention. That means crucial sales information is saved right where they need it. You need a successful implementation to reap all the benefits of knowledge-centered service. Salesforce Service Cloud and Knowledge are KCS v6-Verified. 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. 6. This is designed to offer customers a more powerful and easily scalable. While a KCS Coaching program is a critical part of a successful KCS implementation, getting support from leadership for an adequate KCS Coaching program is often a challenge. 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. This automation can help to speed up the release cycle and improve the reliability of releases. The newly launched Salesforce app will help you to unlock real-time service and sales data to make better, faster and smarter decisions. The adoption of KCS inevitably changes the nature of interaction. 2 Dedicate Enough Time For Training. Dashboards that visually showcase data. 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. 14. Show up in time for the new sale. The challenges of KCS. Optimized use of resources B. Increased call deflection C. With KCS, you can make it easier for your customers to find the information they need. But instead, the focus. KCS coaches play a major role in the overall process adoption. 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. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. Creating reports in Salesforce. When KCS works, the benefits in productivity, customer experience, and team happiness all create a winning business case. Completeness - Most of what we know, that is self. This group is dedicated to Service Cloud. Workers are of two minds when it comes to generative AI, Salesforce research reveals. Learn how to optimize Salesforce Knowledge for your customers. Which two benefits can be expected from KCS adoption? Choose 2 answers A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. Sell and market. Extend Salesforce with Clicks, Not Code. Benefits of KCS v6 Aligned for the Vendor. KCS Coaches are the change agents within the support organization; they model and promote the behavior change required for a successful KCS adoption. It’s what we pass along to customers when we walk them through a fix. 7 Keep Your Data Organized. Migrate closed cases with milestones and entitlements C. However, it is always advisable to customize it. 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. Increased call routing accuracy C. Ultimately, an efficient company can better serve its customers — that’s the greatest benefit of CRM software. Requiring the use of tools like Salesforce CPQ for deal approvals. Improved messaging with automation. This keeps the resolution time to a minimum. The frequency and quality of our Solve Loop activities dictates the level of benefit we will realize. Contextual analytics, in the moment. When creating a report in Salesforce, you must enter the report’s name, enter a description, select a type of report, select the format, etc. A good digital adoption platform is the perfect solution for making your entire software stack business process compliant. Benefits of Adoption. Reduced issue resolution time. Curtis’ former boss Beth spoke at an industry conference and, largely as a result of Curtis’ influence, she is a strong supporter of KCS. See KCS v6 Aligned Services for KCS professional services or KCS Coach Services that support KCS adoption and success. Digital revolution transforms the way companies do business, add value and engage with their customers. Note:KCS®️ is a ser. Increased call deflection B. The solutions and products that Salesforce offers. 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. 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. Conducting team or 1-to-1 meetings based on dashboards. Benefits to your reps: Enhances productivity; Strengthens customer. On the article, there’s a “KCS Flag” section where users can create a new “KCS Flag” record. Salesforce Inbox enhances the email experience and increases productivity and efficiency when it comes to communicating with customers. Let’s take a look. Self-Service Design Criteria. 4 Main Principles of KCS. Digital revolution transforms the way companies do business, add value and engage with. No supporting materials are allowed. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in th. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. Our experts will define the core principles. KCS provides agents with a trusted platform with reliable, verified, and up-to-date information. As its name suggests, sales force automation, or SFA for short, is a function that automates various sales processes through software tools. The coach should guide agents in improving the KCS practices, processes, and tools to enhance the organization’s knowledge management capabilities. Route to agents with the least amount of. Less Investment in New-age Technology: The primary objective of the KCS methodology is to populate new articles and update the existing ones regularly. Increased call. Category: Technology. Education Cloud offers educational institutions technologies and applications that allow them to fully exploit the most popular Salesforce products according to their specific needs. Engage C-level executives in Strategic Framework. This application allows customers to either use the standard features or customize them according to their needs. Set Up Your Data Your Way. The Salesforce State of Sales reports found that connecting with customers requires a. The key to a successful implementation or new feature rollout is high rates of user adoption. The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved. Increased call routing accuracy C. With proper adoption, KCS benefits all the stakeholders. Kcloud Technologies +1 (619)798-6682; contact. Reduced support channels E. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Get Buy-in from the Top Down. RightAnswers improves customer service and IT support through knowledge management software and self-service portals that are KCS v6 Verified. Intended for: Managers, Sales Executives. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . KCS requires many changes in an organization, and Consortium members have demonstrated the great benefits that emerge. Activate the Partner Event Source in Amazon EventBridge. KCS Principles; KCS Core Concepts; Unit 3: The KCS Practices. Improve customer service with KCS. In fact, researchers at the Pennsylvania School of Medicine indicate that the human retina can transmit data at roughly 10 million bits per second. 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. Reduced issue resolution time"Salesforce Knowledge makes self-service better and reduces customer effort. But there are common challenges that teams need to. 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. 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. 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. The top 5 biggest advantages of data visualization. 3- Ongoing training: Salesforce adoption by the sales team will not take a day but it does require adequate and ongoing training. Recognized for its innovative digital adoption platform, Whatfix integrates seamlessly with Salesforce, providing an intuitive and user-friendly way to guide and engage users. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. ~10 mins. . Docked prompts are great when users need to refer to content while exploring a feature on their own. KCS coaches conducted training with the Wave 1 TSEs, who were selected because of their enthusiasm and understanding of the benefits of KCS. Prolific adoption leads to strong ROI and positions your reps and your company for success. Simplus. Salesforce Certified Service cloud consultant (SP23) Questions and Answers. Four Reasons to Pick a non-KCS Approach: Your company has restrictive policies for content creation and publishing requiring clear approval workflows. Benefits of QuickStart Solutions for Salesforce Implementation. As part of Salesforce’s comprehensive process of continuous improvement, the partner program went through a deep review in 2019 and was re-launched in 2020. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Provide ongoing support and resources to users, including access to training materials, FAQs, and a responsive support team. 3. Content fine-tuning is a continuous part of KCS. Managers of support teams who are using Salesforce Knowledge and doing KCS. 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. Identify the best time to address your company’s adoption. In v6, the internal. It focuses specifically on promoting the sales activities of an organization, providing various tools to manage and automate this process. Coaches become the change agents that help create. Knowledge lies at the heart of every service desk. • Knowledge is set up in Lightning. Your company’s editorial team wants to remain the central hub for knowledge. Request a demo Request a Meeting. It comparatively shows the results of each member by the volume of sales and deals closed by different categories. Options: A. KCS allows people to focus on solving new problems. At Salesforce, we are committed to advancing gender equality in the workplace. Use Flow to Invoke External Service Actions. , whether they're looking for solutions to particular problems). Salesforce for Outlook; D. The survey took place online. Here’s how: 1. 3. DAPs can help with compliance through structured information collection, process transparency, and self-generating audit. Reduced support channels E. 5 Integrate Salesforce With The Right Platforms. Official list of employee benefits from Salesforce. The Process Adherence Review (PAR - formerly called Process Integration Indicators or PII) enable us to assess how often and how well we follow. 10 Tactics to Improve Salesforce Adoption. 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. B . Salesforce Lightning doesn't cost more than Salesforce Classic. C. Current Employee. The KCS Principles course, when delivered as an on-site. Sabbatical. Development began in 1992 by the Consortium for Service Innovation, [1] a non-profit alliance of service organizations. 2. With KCS, it is easier for new agents to get familiar with your customer. 4. KCS principles put knowledge creation activities into the hands of the knowledge worker — the one who knows the answer. Learn more. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. The most important benefits of CPQ software, however, are the proven increase in revenues and decrease in costs. Page 1 of 12. 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. No supporting materials are allowed. There is a standard process for KCS, but that doesn’t mean that you have to follow that process to the letter. If you haven’t heard of Knowledge-Centered Service, then you might have heard of its previous name – Knowledge-Centered Support. A knowledge article life cycle that is implemented correctly the first time and does not. A. 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. B . 1. Increased call routing accuracy D. 3. 7. Optimized use of resources B. 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. • Participation by a business leader familiar with your business processes. non-salesforce. Thinking over risks. ”. Salesforce for Outlook; D. 5. 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. Consortium Member companies have demonstrated a strong, direct correlation between the amount of time spent coaching and the benefits. Moreover, technology creates huge…6. 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. Recognize the key trends, relevant. A case analysis shows many similar cases that can be solved quickly with the same set of steps. Picking internal influencers (like top sales reps) and working together with them to show how Salesforce adoption helps drive. Join us to learn how exposing knowledge increases agent efficiencys and has allowed Docusign to scale its global operations. Salesforce service cloud is always aligned and updated with the latest technologies. These are the core principles that can help you have a better understanding of KCS: Abundance. Adopting KCS involves changing the entire culture and mindset of an institution. Statistics suggest that the Salesforce CPQ platform enables 36% faster quote generation and results in 27% fewer invoicing errors. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Appointment of a Salesforce executive sponsor. 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. 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). 3. Take a look at the KCS process and think about whether you want to make any. Limitations With Salesforce In-App Guidance. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of. The rep stays in their email inbox while Salesforce Inbox captures every email and calendar event and puts it right in Salesforce. With them by your side, you can benefit from 52% higher adoption, and 80% reduced time-to-deploy. Companies that use KCS methodology find that it provides many benefits. 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 . That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. Identify which fields on an object should get updates from Outreach or Salesforce;. If, as part of our workflow, we can reuse, improve, and (if it doesn't exist) create knowledge that is available to the entire organization, we can make gains in our operational efficiency, increase success with self-service, and improve our. The disadvantages of Salesforce Cloud Commerce are the high cost and the dependence on developers. Seamless New Agent Onboarding. Using a data dictionary for Salesforce has many benefits across your organization. Reduced first contact resolution. KCS v6 Aligned Tools complement or enable a KCS Practice. Support the introduction of new measures for the health and value of support, and set C-level expectations for new measures. Optimized use of resources Answer: CDE NEW. Technique 3. On a recent KCS in Action webinar, Monique Cadena, Amit Singh, and KK Rao from Akamai talked about their guiding principles for a successful KCS adoption, including insights and perspectives from key stakeholders. Create a Service Cloud console and enable the Knowledge sidebar on the case page layout. Optimize Article Search and Quality Audits. This keeps the resolution time to a minimum. This guide is an invitation to success. 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. From 1999, when Salesforce was founded, our Technology & Products (T&P) team delivered like clockwork. It will be pivotal to every business in the volatile global economy to stay ahead of the game. A critical first step in starting. 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. For each phase, we describe the relevant benefits, indicators and measures and how our measures must change as we evolve. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. We specifically note exit criteria for the Plan and Design phase,. KCS empowers everyone in the organization to share collective responsibility for maintaining the knowledge base and informs how people in the organization solve problems. Click Save. You need a successful implementation to reap all the benefits of knowledge-centered service. 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. Which three benefits can be expected from KCS adoption? Choose 3 answers A. 20 – 40% improvement in employee job satisfaction. Choosing the best sequence of implementation stages. Practice 3: Reuse. The first thing to do is to show the sales team the business and personal benefits of adopting Salesforce. Optimized use of resources Answer(s): C, D, E QUESTION: 3 Managers of support teams who are using Salesforce Knowledge and doing KCS. Which two benefits can be expected from KCS adoption? Choose 2 answers. This concept is based on a process of continual improvement, utilizing the experience of knowledge workers (responders) and patterns of reuse of existing knowledge within. Expected EBITDA synergies. With KCS, it is easier for new agents to get familiar with your customer. That’s exactly what Tammy Rahn, content architect at Salesforce, did for the. Question 1. Maria sets up the other agents on Ada’s list, too. "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. Define adoption. Which three benefits can be expected from KCS adoption? Choose 3 answers A. The prime four constituents of KCS are employee, customer, financial, and process. No one is compromised. Increased call routing accuracy E. See KCS v6 Aligned Services for KCS professional services or KCS Coach Services that support KCS adoption and success. A well-supported user community fosters higher adoption rates. Ursa Major needs tools to support its new way of working. Salesforce DevOps essentially refers to applying DevOps principles and practices to the development and deployment of applications and customizations on the Salesforce platform. Knowledge is power, especially when it comes to business. Here’s how: 1. Determine what you aim to achieve, whether it’s improving sales, customer service, or marketing efforts, and create a list of specific. managers need to understand what KCS is, what the benefits are, and why the organization is adopting it. CRM adoption is crucial for customer experience. 647 views. Take advantage of these benefits for an added support system as you find the right balance for yourself and your family. Reporting for Accountability and Success. With SFA, sales representatives can dedicate more time to sell instead of carrying out administrative tasks. Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. 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. Optimized use of resources B. Balance Scorecards. Knowledge Article Number. This all increases your chances of closing a sale. Mar 21, 2023. 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. 2- Configuration: For a Salesforce administrator, ChatGPT can be an indispensable ally to expedite the configuration of the specific CRM solution in an organization. That’s where Lightning Knowledge can shine. Additionally, you can also modify, delete, or copy. C. ; Content Standard – Describes the structure or format of an article, the intent of each of the fields, recommendation on the. Dave’s KCS adoption experiences have made concrete contributions to the evolution of the KCS methodology. 6. 1. 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. 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. • Lightning Knowledge is enabled. Create a group of super users that will evaluate and manage articles. Self-service is a part of any community in. KCS methodology was developed by the nonprofit Consortium for Service Innovation, and it strives to. Design Session Deliverables. KCS Measurement Matters The Benefits and Organizational Measures of Knowledge-Centered SupportCloud computing offers modern businesses flexibility, efficiency, scalability, security, increased collaboration and reduced costs. A. Learn how to optimize Salesforce Knowledge for your customers. Increased call deflection C. Ease of use : This is one of the primary reasons that drive the Salesforce adoption rate. Complexity to adapt and use. We highly recommend adopting the. stored in it and use it anywhere, anytime when needed. 7. However, t he path to successful CRM adoption is riddled with challenges and. Simplified collaboration. . By following these steps, you can position your team for success and garner stakeholder support for AI adoption. Let’s look at four ways Salesforce-native analytics benefit the business, the IT teams implementing advanced analytics, and the customer-facing employees using them. A case analysis shows many similar cases that can be solved quickly with the same set of steps. Identify use cases: Refine AI use cases by gathering insights from across your organization. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. 2: Seek to Understand What We Collectively Know.