Question #63 Topic 1. KCS. C. Completeness - Most of what we know, that is self. Paid sick days. Git-based development – a common gold standard all over the software development world for decades – has finally arrived in the mainstream of Salesforce. 2. Route to agents with the least amount of. Our work primary focuses on: Knowledge-Centered Service (KCS®), Intelligent Swarming, Predictive Customer Engagement. KCS Coaching is too often overlooked or dismissed. In this Flow example, design and test the automation that sends a user’s information from Salesforce to the. KCS helps in extending and scaling support capabilities and simultaneously reducing the staffing and budgetary resources. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. ~10 mins. Optimized use of resources B. Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. Knowledge is power, especially when it comes to business. Free Salesforce Service Cloud Consultant actual questions are avilable below. In the KCS v6 Adoption & Transformation Guide, we identify four phases or building blocks that support the successful management of a KCS adoption program. Increased call routing accuracy C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. Knowledge is power, especially when it comes to business. Engage with the Trailblazer Community. Reduced support channels E. 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. Benefits of KCS. The three techniques I use. B. Some of these are:. This process also provides them the information they require to finalize more deals. Kcloud Salesforce Partner specialize in helping organizations maximize the benefits of Salesforce products and services. Limitations With Salesforce In-App Guidance. Which three benefits can be expected from KCS adoption? Choose 3 answers A. We rely on the Knowledge-Centered Service, or KCS, methodology to build up our knowledge base. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. 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. 1. Coaches become the change agents that help create. KCS Benefits and Organizational Measures 3 | Page v1. Handle customer requests using the Knowledge-Centered Service methodology. A KCS Design Session is an important step to. However, it is always advisable to customize it. 3: Searching is Creating. Enable Omni channel in setup. -A knowledge article life cycle that is implemented correctly the first time and does not need to change. Reduced support channels E. See KCS v6 Aligned Services for KCS professional services or KCS Coach Services that support KCS adoption and success. May the (Sales)force Be with You. Here’s why that should concern you. 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. While it provides a step-by-step approach for planning a KCS adoption, it is not intended to be "the only. The salesforce mobile app timeline includes details of the information and meeting requirements, activities, and calls. By Simon Breslaw. Knowledge lies at the heart of every service desk. Salesforce. Scalable and Flexible: Salesforce adapts to businesses of all sizes and can be customized to specific needs. But there are common challenges that teams need to. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Benefits of Salesforce Lightning to Level Up Your Business Dec 12, 2022 Streamline Real Estate Operations with TechnologyChoose 2 answers. 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. Reduced support channels E. • Knowledge is set up in Lightning. Using a data dictionary for Salesforce has many benefits across your organization. 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. D. (opens in new window) Format and Pricing: $650 proctored exam of about 36 fill-in-the-blank questions with a 90 minute time limit. To achieve those benefits, Ursa Major is working to set up a program with these characteristics. Measure Key Salesforce Adoption Metrics. They will align with your technical objectives and provide personalized roadmap guidance. The. Knowledge lies at the heart of every service desk. » Product Managers and Architects for technology and tools that enable the KCS practices Learner Objectives » Understand the underlying beliefs and values of KCS and how they contribute to the process and the benefits » Get deep insights into the benefits of KCS and how they affect the organization » Learn the techniques for creating. As part of the Salesforce Innovation and Transformation. Whether it’s personalized onboarding, real-time support, or actionable analytics, Whatfix amplifies the capabilities of Salesforce, making it a preferred. KCS v6 Introduction. Ursa Major needs tools to support its new way of working. Knowledge lies at the heart of every service desk. Choose 2 answers. The interfaces cost the same, starting at $25 per user, per month. Organizations that employ knowledge-centered support methodology can resolve five to ten times more customer cases, as well as identify opportunities to. 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. Optimized use of resources B. KCS verified enterprise knowledge management software. 4. 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 stakeholder benefits will be realized at three levels as the KCS practices become mature: Direct —operational improvements that are near term (3-9 months) Applied —new ways of delivering service and support enabled by KCS—for example, using knowledge that is created to power web-based self-service (6-18 months) Leveraged. KCS provides agents with a trusted platform with reliable, verified, and up-to-date information. Extend Salesforce with Clicks, Not Code. Lightning Service Console helps the users to get the correct information whenever needed. KCS challenges traditional practices in how we think about organizational structure, process and measurements. Join us to learn how exposing knowledge increases agent efficiencys and has allowed Docusign to scale its global operations. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. Which three benefits can be expected from KCS adoption? Choose 3 answers. 4A few ways to do so include: Phasing out legacy systems. The next step is to measure the success of the KCS coaching program. Technique 2. The campaign included posters, games, and team-building activities. If you are keen to adopt Salesforce CPQ (Configure-Price-Quote) software to enhance business opportunities, then you’re surely making the correct choice. An effective adoption strategy can minimize downtime and productivity lags. Increased call. Development began in 1992 by the Consortium for Service Innovation, [1] a non-profit alliance of service organizations. Get Buy-in from the Top Down. Knowledge Article Number. 3q3Which three benefits can be expected from KCS adoption? Choose. Alation’s KCS journey is valuable to companies starting their KCS journey as well as those trying to improve their existing KCS program. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in th. 5. 1. Increased call routing accuracy D. That’s where Lightning Knowledge can shine. 1. 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. 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. With strong analytical and problem-solving skills, they help you to map your business objectives with Salesforce features. This can be a tedious task for many but can be done well with the right techniques. Training your team is the most important element of your user adoption process. The most important thing for a tool is to be user-friendly. Our knowledge base philosophy is to solve once, and use often. A cognitive search engine can help with that. ”. Articles can be used for many different types of content including a simple question, a complex problem, or a procedure. 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. 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. Salesforce Lightning doesn't cost more than Salesforce Classic. Here’s how: 1. [Level Up Your Life] With a growing library of 3,000+ on-demand video courses, you can level up at your own pace. . Drag KCS Role and KCS Coach into the KCS section. Page: 1 / 20. AppExchange is the Salesforce store. Understand the impact of self-service success on traditional measures. Increased call deflectionB . 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). Hyperforce is Salesforce’s renewed infrastructure architecture, based on the consumption of public cloud services. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. Define adoption. 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. If, on. ; Content Standard – Describes the structure or format of an article, the intent of each of the fields, recommendation on the. B. QUESTION NO: 8. 1. 5 Integrate Salesforce With The Right Platforms. Click Save. But instead, the focus. 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. Request a demo Request a Meeting. The rep stays in their email inbox while Salesforce Inbox captures every email and calendar event and puts it right in Salesforce. With retail automation and AI, they can do it. Over time, it improves customer experience, reduces employee attrition, and reduces training time for new employees. com is to use, the more people will use it. Among them, Rolim et al proposed a cloud-based system to automate the process of collecting patients’ vital data. 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. Differences Between Manual and Automation Testing. The KCS article is the content, or knowledge, created by using the KCS methodology. Maria heads over to see if there are any apps she can use to speed up her KCS adoption. • Knowledge is set up in Lightning. Knowledge-centered services (KCS) are the tools and processes that a business uses to create and maintain support documentation. Route to agents with the most cases closed for that topic. Following are the eight areas that have been identified as key factors for successfully adopting KCS. KCS Coaches are the change agents within the support organization; they model and promote the behavior change required for a successful KCS adoption. Faced with these challenges, we need to understand the greatest forces at play – adoption, productivity, and data quality. • Service Cloud license. Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. Route to agents with the most capacity to take on new work. Determine what you aim to achieve, whether it’s improving sales, customer service, or marketing efforts, and create a list of specific. Another element of the leadership model is the reward and recognition program. KCS can increase employee engagement by encouraging collaboration and knowledge sharing within the team. Members of the Consortium for Service Innovation have generously provided the following resources for your personal use with attribution as described in this article. Efficiency enhanced by automation. It comparatively shows the results of each member by the volume of sales and deals closed by different categories. 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. Click OK. Optimized use of resources B. 10. C. Plan for all types of learning styles so that users get an opportunity to learn in a way that works for them. Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. A critical first step in starting. C. As its name suggests, sales force automation, or SFA for short, is a function that automates various sales processes through software tools. - people and processes first, enabled by technology. Knowledge-Centered Service (KCS ®) is a simple idea that creates profound benefits. Enhanced security and compliance concerns will drive DevOps adoption in Salesforce. Which two benefits can be expected from KCS adoption? Choose 2 answers. It will be pivotal to every business in the volatile global economy to stay ahead of the game. The Aligned KCS Coach Development Workshop helps coaches learn the skills they need to encourage, inspire, and support change. 7. Reduced first contact resolution. 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. This all increases your chances of closing a sale. Benefits of KCS v6 Aligned for the Vendor. Track Leads and Prospect Information. DAPs can help with compliance through structured information collection, process transparency, and self-generating audit. While they see the benefits of generative AI, they are also concerned about navigating the risks and learning the skills needed to take full advantage of the quickly evolving technology. Actual exam question from Salesforce's Certified Service Cloud Consultant. The world’s most influential leaders reveal practical guidance to drive business forward. Balance Scorecards. How you approach adoption will depend on the type of implementation. Understand the concerns of each of the individuals based on their role. Conducting team or 1-to-1 meetings based on dashboards. Additionally, KCS provides insight into which questions are being asked the most, and identifies recurring problems so we can remove them from the. With them by your side, you can benefit from 52% higher adoption, and 80% reduced time-to-deploy. AppExchange is the Salesforce store. Reduced issue resolution time"Salesforce Knowledge makes self-service better and reduces customer effort. With KCS, you can make it easier for your customers to find the information they need. A knowledge article life cycle that is implemented correctly the first time and does not need to change. A knowledge article life. One of the popular and powerful operations these days is Salesforce. In the business world, adoption is all about getting someone to use a solution that is available to them. 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. Which three should a Consultant recommend? Choose 3 answers. 20 – 35% improved employee retention. A manager has noticed an increase in average case age. Create an API Destination and Connection in EventBridge. A knowledge article life cycle that is implemented correctly the first time and does not need to change. This keeps the resolution time to a minimum. The four components of a strategic framework for KCS are: Identifying the business objectives (the what) The approach (the how) The measurements for each approach, and. . Expected EBITDA synergies. Sabbatical. The disadvantages of Salesforce Cloud Commerce are the high cost and the dependence on developers. A wide column in the lower left corner of your record pages provides maximum real estate for important data and features that users will need to access. Sales Reps have better visibility into their accounts. A CRM is customer relationship management technology that helps nonprofits, educational institutions, and businesses manage their relationships with current and prospective constituents, students, and customers. If you have a look at the Salesforce analytics, you would come across the following benefits of using Salesforce: 1. 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. 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. . Contact Salesforce to send a report on article efficacy. Understand the timing of benefits. Join us. When KCS works, the benefits in productivity, customer experience, and team happiness all create a winning business case. Organizations who treat KCS adoption as a serious change initiative create greater benefit than those who approach it casually. Development environment: Angular and React are used to develop the frontend of a mobile or web application. 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. KCS coaches play a major role in the overall process adoption. Companies treat knowledge as a business asset. Reduced issue resolution time D. “Culture change is never easy,” Wymar observes. 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. 3. Salesforce-specific standards will enable impacted users to be ready, willing, and able to adopt Salesforce. Optimized use of resources Correct Answer: C,D,E QUESTION 3 Knowledge Best Practices Using KCS for Efficiency and Scale. 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. Maria goes to Ada Balewa’s user record and selects her KCS role (KCS Publisher) and KCS Coach (Zhang Wei). 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. Recognize the High-Performers. Increased call routing accuracy D. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. And like with any. A. Salesforce adoption is not easy, so a proper strategy is required to get the required result. KCS is NOT something we do in addition to solving problems, rather KCS becomes the way in which we solve problems. No supporting materials are allowed. Reward learning, collaboration, sharing, and improving. Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. Step 3: Design your KCS process. Download; Facebook. A cognitive search engine can help with that. The adoption and involvement of customer success for effective KCS implementations still has a long way to go before we see its widespread usage. A knowledge article life cycle that is implemented correctly the first time and does not need to change. Recognize learning, collaboration, sharing, and improving. Learn more about Salesforce's CRM software and join the 100,000+ businesses using our trusted customer relationship management solutions. Most leadership teams need to rework their programs. Conducting online sessions,. Question #29 Topic 1. managers need to understand what KCS is, what the benefits are, and why the organization is adopting it. Migrate closed cases to a custom read-only object. This automation can help to speed up the release cycle and improve the reliability of releases. With SFA, sales representatives can dedicate more time to sell instead of carrying out administrative tasks. Provide ongoing support and resources to users, including access to training materials, FAQs, and a responsive support team. 1 download. The easier Salesforce. Which two benefits can be expected from KCS adoption? Choose 2 answers. KCS coaches play a major role in the overall process adoption. Technically quantifiable and qualitative benefits are unfolded by leveraging KCS. The KCS Continuum - The evolution of KCS in a given environment. Proactive service. KCS methodology was developed by the nonprofit Consortium for Service Innovation, and it strives to integrate. Provide coach training that develops influence skills and an understanding of the. Thoughts on taxonomy,. In real Salesforce Service Cloud Consultant exam, there are 60 multiple choice questions. 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. The prime four constituents of KCS are employee, customer, financial, and process. This guide is an invitation to success. DevOps is growing in popularity in the Salesforce ecosystem, but for many teams it’s still a new concept. • A service leader who is engaged and committed to a successful outcome. However, there are cultural challenges to implementing KCS in your. Our experts will define the core principles. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. These are the core principles that can help you have a better understanding of KCS: Abundance. Develop a knowledge base of collective experience to date. Unlike the floating and targeted prompts, the docked prompt stays in place as the user navigates through the app. 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. com, inc. 5. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Create a shared vocabulary. They have a wide range of responsibilities including platform maintenance, bug fixes, user training, process automation, etc. Increased call deflection C. Call us at 1-800-667-6389. A. Reduced support channelsE . This is the guiding coalition that will drive the adoption of KCS in your organization; The adoption team needs to be trained. With instant access to vital information, they can solve customer problems in a heartbeat. Long-time users of the Classic version will be able to switch to. Ease of use : This is one of the primary reasons that drive the Salesforce adoption rate. 3. With KCS, it is easier for new agents to get familiar with your customer. 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. Prioritize user adoption. Simplus. Coaching is a critical aspect of a successful KCS program and a coach development program is an essential component of Adopting in Waves. Create a Customer Community; B. Last updated. Add custom fields to user records to set a user’s KCS role and KCS Coach. Reduced issue resolution time D. CK has already enabled Knowledge Management. Benefits of KCS v6 Aligned for the Vendor. C . Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. KCS verified enterprise knowledge management software. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of. Knowledge-Centered Service (KCS) describes a way of interacting with knowledge which enables teams to: and train new employees faster. And, before embracing knowledge. 30 – 50% rise in the first contact resolution. Data breaches are becoming increasingly common as cybercriminals constantly look for ways to compromise. As the Hyperforce cloud partner for Australia and New Zealand, AWS enables Salesforce to expand quickly and meet local data storage requirements. Which two benefits can be expected from KCS adoption? Choose 2 answers A. Salesforce. 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. . Answer: D . 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. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. 3. You need a successful implementation to reap all the benefits of knowledge-centered service. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Regular Monitoring . 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. 2. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Salesforce Consulting Partner - If you are looking for a Salesforce consulting consultants to assist with Salesforce implementation, customization, integration. Improve customer service with KCS. Salesforce adoption measures the extent to which users have incorporated Salesforce into their day-to-day tasks. This makes them feel that the whole process is pointless and draining, thus, impacting their productivity. 6- My Team Performance Dashboard. Read on for a quick overview of DevOps, and some guidance on how you. 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. Community Talks Ep 3: Role of Knowledge-Centered Service (KCS) and Self-service in the Community. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Options: A. Outreach is compatible with Salesforce Aloha and Lightning. Maria heads over to see if there are any apps she can use to speed up her KCS adoption. While Salesforce is easy to use, your team needs to be properly trained in order for adoption to be easy. "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. 3- Ongoing training: Salesforce adoption by the sales team will not take a day but it does require adequate and ongoing training. Which three benefits can be expected from KCS adoption? Choose 3 answers A. 1. This way workers can capture the context and intent of the requestor. Technical writers simplify complex information so that anyone can understand it. Question #: 64. At a recent KCS in Action session, Kendall Brenneise and Dave Thomas, Senior Managers in the Digital Services Team at F5, shared the process they went. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Topic #: 1. 6. A case analysis shows many similar cases that can be solved quickly with the same set of steps. Shift4Shop. Get rid of the clutter, mostly by hiding things people don’t use and keeping labels intuitive: Hide unused tabs. Let’s start with a common scenario: “Hi, manager, I’m trying to put together a report on the average portfolio amount by account but can’t find it. The image below explains how you can keep an eye on each of these with a balanced scorecard. Use simple, common sense names for custom fields. Migrate open and closed cases without milestones and entitlements D. Which two solutions should a. Salesforce Certification Preparation for Service Cloud Consultant - CRT-261 Exam Practice Test. 5. 4. Here are seven ways to increase Salesforce adoption in your organization with workflow and automation use cases to convince even the most stubborn stragglers. Take food versus knowledge, for example. Unaware of the BenefitsSignificant benefits of Salesforce Service Cloud include-.