The ‘project plan’ for the adoption. KCS Roles and Competencies – A description of competencies for the KCS roles: Candidate, Contributor, Publisher, Coach, Knowledge Domain Expert/KDE. • Lightning Knowledge is enabled. This application allows customers to either use the standard features or customize them according to their needs. Reduced issue resolution time D. 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. 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. Docked prompts are great when users need to refer to content while exploring a feature on their own. [All Certified Service Cloud Consultant Questions] Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Curtis’ former boss Beth spoke at an industry conference and, largely as a result of Curtis’ influence, she is a strong supporter of KCS. Sell and market. Good merchandisers boost sales, average order value, and customer loyalty. It’s not in doubt that Knowledge-Centered Service is a valuable way to approach your customer support operations. 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 . Plan for all types of learning styles so that users get an opportunity to learn in a way that works for them. KCS provides agents with a trusted platform with reliable, verified, and up-to-date information. High performing for dependable interactions. Trustworthy Reporting. It aims to onboard new Salesforce users, communicate new feature updates to the users, and enhance overall user adoption. Merchandisers Have an Ace up Their Sleeve This Holiday Season: AI Francesca Liu. 1. The purpose of QuickStart Solutions is to give businesses a quicker and more affordable option to adopt Salesforce Revenue. 1. 2: Seek to Understand What We Collectively Know. Salesforce is a powerful and flexible platform, but this can also make it complex to implement and customize. With KCS, it is easier for new agents to get familiar with your customer. Salesforce benefits for the sales team. KCS can reduce the workload of customer support teams by empowering customers to find answers on their own. 3- Ongoing training: Salesforce adoption by the sales team will not take a day but it does require adequate and ongoing training. Scalable and Flexible: Salesforce adapts to businesses of all sizes and can be customized to specific needs. Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. 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. Next up, determine which process you will follow. ) that enable all eight KCS practices. Cloud-based: Accessible from anywhere, with automatic. Optimize Article Search and Quality Audits. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in th. 4 The Final Word. KCS is taking the customer service world by storm. 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. Post on 19-Oct-2014. "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. 20 – 40% improvement in employee job satisfaction. This solution facilitates the work of sales teams, increasing productivity through centralized management of. D. Reduced issue resolution time 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. Thinking over risks. 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 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. Support the introduction of new measures for the health and value of support, and set C-level expectations for new measures. They don’t rely on employee memory and experience to solve customer problems. How you approach adoption will depend on the type of implementation. The exam is just one of several steps required to become a KCS v6 Certified Trainer. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. , whether they're looking for solutions to particular problems). Event Relay Considerations. The first thing to do is to show the sales team the business and personal benefits of adopting Salesforce. Faced with these challenges, we need to understand the greatest forces at play – adoption, productivity, and data quality. The key to a successful implementation or new feature rollout is high rates of user adoption. The Process Adherence Review (PAR - formerly called Process Integration Indicators or PII) enable us to assess how often and how well we follow. Align your Executive team. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Consortium Member companies have demonstrated a strong, direct correlation between the amount of time spent coaching and the benefits. 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. Next up, determine which process you will follow. 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. ; Content Standard – Describes the structure or format of an article, the intent of each of the fields, recommendation on the. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Latest Technology Adoption. Development began in 1992 by the Consortium for Service Innovation, [1] a non-profit alliance of service organizations. 5. CRM systems compile data from a range of different communication channels, including a company's website, telephone (which many. Whether your project is being led by Salesforce Services, your internal team, or with an implementation partner, Salesforce User Adoption Services can custom-build a program to meet the needs of your implementation. When done right, it integrates development and operations teams and offers numerous benefits, including better collaboration, faster release cycles and. 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 " Study with Quizlet and memorize flashcards containing terms like Universal Containers in implementing the Salesforce Service Cloud. The longer-term benefits are in new areas of value creation and therefore require new value-based measures. C. Keep. Recognized for its innovative digital adoption platform, Whatfix integrates seamlessly with Salesforce, providing an intuitive and user-friendly way to guide and engage users. Salesforce Offers the SMAC Bundle: For a business to transition into a digital business, SMAC is the basis for its ecosystem. Next, we briefly explain how some of these benefits materialize. B. Increased call deflectionB . Reduced support channels E. ” The benefits of CPQ software include formalizing rules and pricing, establishing standardization across the company, increasing companywide efficiency, and more. A knowledge article life cycle that is implemented correctly the first time and does not need to change. A . B . The company needs to reduce total case volume and the average amount of time spent by agents on cases. 3q3Which three benefits can be expected from KCS adoption? Choose 3. Providing apps like S-Docs for automated quote, proposal, and invoice creation. 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. 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. Currently, Salesforce is growing its revenue at a rate of 23. Thoughts on taxonomy,. Answer: D . Anticipated to be accretive to CN’s Adjusted Diluted EPS 1 in the first full year following CN assuming control of KCS. Reduced support channels E. Salesforce adoption: getting users to actually use the system. Increasing KCS adoption by gaining buy-in from Engineers; Improving Article Quality and workflow adherence via a new KCS Coach program; Reducing. 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. 20 – 35% improved employee retention. The three techniques I use. configuring Salesforce Knowledge to optimize KCS benefits, and take the certification exam - all in a single, two-day workshop. 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. KCS integrates knowledge creation and management with every. A knowledge article life cycle that is implemented correctly the first time and does not need to change. To make such gains possible for our clients, we at ScienceSoft follow the 6-step approach to Salesforce implementation, which consists of: Considering different strategies. Features of Salesforce Experience Cloud. The data above reflects responses from 1,036 full-time sales employees and 1,023 full-time service employees. KCS v6 Aligned Tools complement or enable a KCS Practice. Contact Salesforce to send a report on article efficacy. Knowledge lies at the heart of every service desk. KCS Benefits and Organizational Measures 3 | Page v1. There is a standard process for KCS, but that doesn’t mean that you have to follow that process to the letter. . At first, Ursa Major intended to provide training and go. Kcloud Technologies +1 (619)798-6682; contact. There are several important steps to help you assess feasibility, demonstrate product capabilities, and validate the relevancy of use cases. 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. Take food versus knowledge, for example. The rep stays in their email inbox while Salesforce Inbox captures every email and calendar event and puts it right in Salesforce. The newly launched Salesforce app will help you to unlock real-time service and sales data to make better, faster and smarter decisions. Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. com products, and utilization and selling to larger enterprise customers. Which three benefits can be expected from KCS adoption? Choose 3 answers A. There are four main reasons for it. Everyone learns differently, so training requires a multifaceted. Appointment of a Salesforce executive sponsor. Create a Channel for a Custom Platform Event. Resolve cases with Knowledge-Centered Service. Enhanced security and compliance concerns will drive DevOps adoption in Salesforce. Reduced support channels E. While the COVID-19 pandemic has accelerated cloud adoption, the reliance on cloud technologies is set to continue in 2022, especially with hybrid work taking center stage. Content fine-tuning is a continuous part of KCS. 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. Digital revolution transforms the way companies do business, add value and engage with. Organizations that employ knowledge-centered support methodology can resolve five to ten times more customer cases, as well as identify opportunities to. - seeks to reuse, improve, and create knowledge in the support service delivery process. Principle #6: Train, learn, repeat. Reduced first contact resolution. Improve customer service with KCS. It works entirely on the cloud, offering access from mobile devices as. Adoption: Salesforce covers up to $10,000 in adoption-related expenses, including fees, travel, medical expenses, and more. 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. Here’s how: 1. Reduced issue resolution time D. The company has more than 150,000 customers, and more than 20% of the overall CRM market. Statistics suggest that the Salesforce CPQ platform enables 36% faster quote generation and results in 27% fewer invoicing errors. Let’s take a look. Main reasons for the poor adoption of Salesforce. Present the KCS methodology in the context of the business challenges it solves; Be demand driven when seeding knowledge; In an HR context, focus on. Route to agents staffing the assigned overflow queues. Reduced support channels E. Request a demo Request a Meeting. Inevitably, this poor user adoption leads to. Content fine-tuning is a continuous part of KCS. Provide of personalized. Design your training strategy. 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. • A service leader who is engaged and committed to a successful outcome. Develop a knowledge base of the collective experience to-date. Which two benefits can be expected from KCS adoption? Choose 2 answers. 8 Manage Change Wisely. Ask them to make training mandatory, monitor progress, and make Salesforce as a job requirement for all users. Article permission sets allow agents to participate in the article publishing process", "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Rendering: Angular and React provide efficient client-side and server-side rendering. The salesforce mobile app timeline includes details of the information and meeting requirements, activities, and calls. 1. A cognitive search engine can help with that. 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. On-Demand Email-to-Case; Answer: B . Create a Customer Community; B. Which three benefits can be expected from KCS adoption? Choose 3 answers A. 4 Main Principles of KCS. Recently FY23 made its appearance, an improved program packed with new benefits and updates. No supporting materials are allowed. Question #63 Topic 1. No supporting materials are allowed. 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. Increased call routing accuracy D. - people and processes first, enabled by technology. 1. Simplus. • Knowledge is set up in Lightning. Many Salesforce teams are turning to DevOps practices to meet business requirements, because DevOps helps them deliver work quickly, efficiently and safely. D. Benefits of Learning Salesforce in 2023. KCS requires many changes in an organization, and Consortium members have demonstrated the great benefits that emerge. Git-based development – a common gold standard all over the software development world for decades – has finally arrived in the mainstream of Salesforce. "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. Page: 1 / 20. Knowledge lies at the heart of every service desk. Increased call routing accuracyC . Optimized use of resources B. Reduced issue resolution time D. Use a docked prompt for content that you want to remain on screen, such as step-by-step instructions or an image or short video that users can follow. 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. Our work primary focuses on: Knowledge-Centered Service (KCS®), Intelligent Swarming, Predictive Customer Engagement. Which three benefits can be expected from KCS adoption? Aside from that, Salesforce covers 90% of costs after you reach your deductible. Make compensation dependent on reports in Salesforce. This guide is an invitation to success. Education Cloud offers educational institutions technologies and applications that allow them to fully exploit the most popular Salesforce products according to their specific needs. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Customize Your Salesforce Org. Knowledge Article Number. Step 3: Design your KCS process. Increased call routing accuracy C. Create a shared vocabulary. Universal Containers is considering a Knowledge-Centred Support (KCS) implementation. 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. Content fine-tuning is a continuous part of KCS. 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. Low code allows anyone, with or without formal training, to build apps. KCS Coaches are the change agents within the support organization; they model and promote the behavior change required for a successful KCS adoption. 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. The Salesforce State of Sales reports found that connecting with customers requires a. In v6, the internal. User adoption indicates how well the Salesforce Admin (and development teams) have configured and customized Salesforce to fit the organization’s unique needs. Migrate closed cases to a custom read-only object. A cognitive search engine can help with that. C . ~15 mins. "Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Reduced issue resolution time" Salesforce Knowledge makes self-service better and reduces customer effort. That means crucial sales information is saved right where they need it. This makes them feel that the whole process is pointless and draining, thus, impacting their productivity. With KCS, it is easier for new agents to get familiar with your customer. e. Maria goes to Ada Balewa’s user record and selects her KCS role (KCS Publisher) and KCS Coach (Zhang Wei). 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. 3. Planning the implementation process. In this article, CloudVandana will discuss. Knowledge-Centered Service (KCS) is a methodology that changes how agents and managers think about knowledge. Technique 2. Providing apps like S-Docs for automated quote, proposal, and invoice creation. The longer-term benefits are in new areas of value creation and therefore require new value-based measures. Take a Service Cloud project, for example, service users have to use. Ask questions, stay updated, and share best practices with other trailblazers. Similar to problem management, KCS focuses on getting in-depth. With instant access to vital information, they can solve customer problems in a heartbeat. Over time, it improves customer experience, reduces employee attrition, and reduces training time for new employees. Ask us what CRM can do for you. 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. Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. KCS coaches conducted training with the Wave 1 TSEs, who were selected because of their enthusiasm and understanding of the benefits of KCS. Benefits of KCS v6 Aligned for the Vendor. Seamless New Agent Onboarding. Benefits of Adoption. Understand the impact of self-service success on traditional measures. Dashboards that visually showcase data. Self-service is a part of any community in. Technically quantifiable and qualitative benefits are unfolded by leveraging KCS. Salesforce DevOps essentially refers to applying DevOps principles and practices to the development and deployment of applications and customizations on the Salesforce platform. D . 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. However, t he path to successful CRM adoption is riddled with challenges and. 3. The KCS Continuum - The evolution of KCS in a given environment. Strategic Framework for Business Prerequisites: • Premier or Signature Success Plan Customer. Salesforce, Inc. 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. KCS helps in extending and scaling support capabilities and simultaneously reducing the staffing and budgetary resources. A knowledge article life cycle that is implemented correctly the first time and does not need to change. Increased call deflection B. Requiring the use of tools like Salesforce CPQ for deal approvals. Efficiency enhanced by automation. This is the guiding coalition that will drive the adoption of KCS in your organization; The adoption team needs to be trained. 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. 1. . 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. Companies that use KCS methodology find that it provides many benefits. Our experts will define the core principles. Enable the Knowledge sidebar setting in the case support settings. 3. Track Leads and Prospect Information. The majority of what we know about KCS Adoption is captured in the KCS v6 Adoption & Transformation Guide. It’s what we pass along to customers when we walk them through a fix. 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 . Commerce. Salesforce automation (SFA) is a process that assists salespeople in selling more efficiently and effectively. Curtis’ former boss Beth spoke at an industry conference and, largely as a result of Curtis’ influence, she is a strong supporter of KCS. 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,. This automation can help to speed up the release cycle and improve the reliability of releases. C. 5 Integrate Salesforce With The Right Platforms. Conducting online sessions,. This ensures that they not only adopt Salesforce, but that they do. To achieve. Contextual analytics, in the moment. Increased call deflection B. At Salesforce, we are committed to advancing gender equality in the workplace. The image below explains how you can keep an eye on each of these with a balanced scorecard. Route to agents with the most cases closed for that topic. Long-time users of the Classic version will be able to switch to. . The wide column on the left benefits organizations working with a language that reads from left to right. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Completeness - Most of what we know, that is self. The ideal approach to creating an adoption strategy for Salesforce is to start it at the very first point. Create an EventBridge Rule and Connect it to the API Destination. Streamline Salesforce Training and Adoption. A good digital adoption platform is the perfect solution for making your entire software stack business process compliant. So Ada meets with her Salesforce admin, Maria Jimenez, to talk about how to add functionality to Service Cloud and Lightning Knowledge to help the KCS program succeed. Companies that use KCS methodology find that it provides many benefits. If you have a look at the Salesforce analytics, you would come across the following benefits of using Salesforce: 1. 6- My Team Performance Dashboard. » 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. DAPs can help with compliance through structured information collection, process transparency, and self-generating audit. Last updated. KCS coaches play a major role in the overall process adoption. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Without knowledge centered support methodology, not only does. Reduced issue resolution time D. Further information on potential factors that could affect the financial results of salesforce. Higher Earning PotentialKCS Measurement Matters The Benefits and Organizational Measures of Knowledge-Centered SupportKCS is a proven methodology based on 4 principles and 10 core concepts. Here’s how: 1. Optimized use of resources Answer: C D E QUESTION 3 Choose 2 answers. The company has more than 150,000 customers, and more than 20% of the overall CRM market. GET THE MAGAZINE. They also create amazing tools on any device, such as easy-to-use dashboards and smart workflows. When you use Salesforce Contact Roles, you’ll see a variety of benefits that will make your sales effort produce better results: Identify all players involved in a prospect’s buying process. Your CRM serves as a record of conversations, interactions, needs, notes, and contact information — an incredible advantage to winning customer-centric experiences. Identify which fields on an object should get updates from Outreach or Salesforce;. Some organizations choose to adopt KCS because they need to scale and. Combine your current process with the KCS best practices. Increased call deflection B. (opens in new window) Format and Pricing: $650 proctored exam of about 36 fill-in-the-blank questions with a 90 minute time limit. The difference mostly depends on the user’s perspective. Topic #: 1. Maria heads over to see if there are any apps she can use to speed up her KCS adoption. 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. Optimized use of resources B. Seamless New Agent Onboarding. Yes, it sounds a lot like herding cats. Practice 3: Reuse. A. 4. Using a Salesforce Mobile app, producing leads is simple as several insightful functionalities are incorporated into it for better sales operations. Drag KCS Role and KCS Coach into the KCS section. Sales Reps have better visibility into their accounts. A company has implemented Salesforce Service Cloud. It is critical to acknowledge and honor efforts to fully embrace CRM. Salesforce user adoption is the act of enabling a user to use SFDC’s full CRM capabilities by creating strategies around onboarding, training, and continued development – all to drive overall digital adoption. Salesforce in-app guidance is tremendously helpful, however, there are a few challenges that need to be addressed. Recognize, reward, and repeat: Recognize and reward your employees’ achievements during the Salesforce adoption process. A cognitive search engine can help with that. Adopting KCS involves changing the entire culture and mindset of an institution. 1. Easy Incident Management. Free Salesforce Service Cloud Consultant actual questions are avilable below. Managerial efforts. Knowledge-Centered Support is a methodology for collecting, organizing, and distributing support content to your customers. With the help of automation tools, you can compare the expected and actual results on automation test cases. As its name suggests, sales force automation, or SFA for short, is a function that automates various sales processes through software tools. What are three values of KCS to the organization? They are realized at different points in time along the KCS journey. The most important benefits of CPQ software, however, are the proven increase in revenues and decrease in costs. Organizations who treat KCS adoption as a serious change initiative create greater benefit than those who approach it casually.