It is important to have the right people to meet your goals. Our experts will define the core principles. • Participation by a business leader familiar with your business processes. Add Live Agent to public-facing sites; C. Join us. Maria goes to Ada Balewa’s user record and selects her KCS role (KCS Publisher) and KCS Coach (Zhang Wei). ISV developer tools. In fact, one of the main benefits of adopting cloud. 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. Salesforce Service Cloud and ServiceNow both offer flexible integration options to help you maximize your digital workflows and create seamless user experiences. D. Which three benefits can be expected from KCS adoption? Choose 3 answers A. This supplements the Getting Started: Service Cloud: KCS in Lightning session. Salesforce adoption is an important step for any business. While the UX (user experience) and UI (user interface) are. Request a demo Request a Meeting. 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. No one is compromised. Get Buy-in from the Top Down. Sell and market. Seamless New Agent Onboarding. Increased call deflection B. Enable the Knowledge sidebar setting in the case support settings. You need a successful implementation to reap all the benefits of knowledge-centered service. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. 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 in-app guidance is tremendously helpful, however, there are a few challenges that need to be addressed. Learn how to optimize Salesforce Knowledge for your customers. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Reduced support channels E. KCS coaches conducted training with the Wave 1 TSEs, who were selected because of their enthusiasm and understanding of the benefits of KCS. Optimized use of resources View Answer Answer: C,D,E Prev QuestionNext Question Latest Service Cloud. KCS v6. Health insurance benefits, vacation policy, retirement benefits and more. 4 The Final Word. Access to the AppExchange Marketing Program (AMP). Communication Plan Guidance – Sample list of FAQs for your communications plan. Simplified collaboration. 2. 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. Workers are of two minds when it comes to generative AI, Salesforce research reveals. This can be a tedious task for many but can be done well with the right techniques. 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. Utilize KCS. 2- Configuration: For a Salesforce administrator, ChatGPT can be an indispensable ally to expedite the configuration of the specific CRM solution in an organization. Align your Executive team. Our knowledge base philosophy is to solve once, and use often. The quickest way is to follow a KCS foundation training to make sure all team members have the knowledge they need; An adoption plan. 3- Client Proposals: Consultants can take advantage of ChatGBT and use it to write the first draft of a client proposal. Next up, determine which process you will follow. Salesforce Service Cloud and Knowledge are KCS v6-Verified. Which benefit can be expected from KCS adoption? Choose 3 answers: Optimized use of resources Reduced issue resolution time Increased call routing accuracy Increased call deflection Reduced support ChannelsStatus and Adoption of Cloud Computing in Health Care. The first thing to do is to show the sales team the business and personal benefits of adopting Salesforce. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of. This Service-Cloud-Consultant Salesforce page has the full details of latest exam pool, questions and labs details for your upcoming Service-Cloud-Consultant Salesforce Certified Service cloud consultant (SP23) Exam. 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. Here are five tried-and-true rules that. 1. Intended for: Managers, Sales Executives. 5. Increased call deflection C. 3. We have found that organizations that embrace a formal change management methodology like Kotter or ADKAR tend to do well with their KCS adoption. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. Contact Salesforce to send a report on article efficacy. The performance. Reduced issue resolution time D. Understand the impact of self-service success on traditional measures. 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. Reduced issue resolution time. We rely on the Knowledge-Centered Service, or KCS, methodology to build up our knowledge base. Salesforce benefits for the sales team. Complexity to adapt and use. The KCS article is the content, or knowledge, created by using the KCS methodology. Practice 2: Structure. Everyone learns differently, so training requires a multifaceted. Surrogacy: The Progyny service also covers up to $10,000 in expenses related to surrogacy, including carrying and giving birth to the child. By including them in the process, the transition to Salesforce becomes an exciting endeavor rather than a daunting task. If your workgroup is small, the Essentials edition may be sufficient. That means crucial sales information is saved right where they need it. 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. The adoption of KCS inevitably changes the nature of interaction. What Led to the Development of KCS? KCS Principles; Why Do You Need KCS? What Are the Benefits of KCS? Unit 2: The KCS Principles and Core Concepts. Reduced first contact resolution. 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. Salesforce, Inc. With KCS, it is easier for new agents to get familiar with your customer. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. 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. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Custom View Settings. 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. 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. Sabbatical. Training your team is the most important element of your user adoption process. Reporting for Accountability and Success. 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. Use Flow to Invoke External Service Actions. 6. Optimized use of resources Correct Answer: C,D,E QUESTION 3 Knowledge Best Practices Using KCS for Efficiency and Scale. 3. Migrate closed cases to a custom read-only object. 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. Improve KCS adoption and success. The ‘project plan’ for the adoption. Stay up to speed. Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. . 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. A. Reduced issue resolution time D. KCS Coaches are the change agents within the support organization; they model and promote the behavior change required for a successful KCS adoption. . 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. An effective adoption strategy can minimize downtime and productivity lags. Salesforce. This all increases your chances of closing a sale. Thoughts on taxonomy,. Maria sets up the other agents on Ada’s list, too. Invite Marketing and Human Resources. It’s what we pass along to customers when we walk them through a fix. The adoption and involvement of customer success for effective KCS implementations still has a long way to go before we see its widespread usage. Optimized use of resources B. 7 Keep Your Data Organized. 22. With strong analytical and problem-solving skills, they help you to map your business objectives with Salesforce features. The Process Adherence Review (PAR - formerly called Process Integration Indicators or PII) enable us to assess how often and how well we follow. Further information on potential factors that could affect the financial results of salesforce. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. • Lightning Knowledge is enabled. Additionally, KCS helps facilitate and increase the rate at which newly onboarded agents can get up to speed. D. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. The survey took place online. -Reduced first contact resolution. The campaign included posters, games, and team-building activities. Coaches become the change agents that help create. Track the quality of your leads (i. Effective Salesforce training fosters user adoption by helping employees understand the value and benefits of the platform. The coach should guide agents in improving the KCS practices, processes, and tools to enhance the organization’s knowledge management capabilities. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. Key Benefits. 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. With retail automation and AI, they can do it. Create a Customer Community; B. It enables businesses of all sizes to bridge digital gaps and work from anywhere in a short period. The three techniques I use. Benefits of GuideIn-GuideIn is beneficial to the. Reduced issue resolution time D. Incomplete. The benefits for healthcare solutions based on Hyperforce and AWS are: Scalable to meet surges in demand. As organizations continue to adopt Salesforce, the demand for certified professionals grows. If marketers don’t know how to use the. Digital revolution transforms the way companies do business, add value and engage with. Reduced first contact resolution. The rep stays in their email inbox while Salesforce Inbox captures every email and calendar event and puts it right in Salesforce. 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. For most organizations, a successful KCS adoption requires a significant transformation. 3. Content fine-tuning is a continuous part of KCS. 1. [All Certified Service Cloud Consultant Questions] Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Here’s how: 1. Increased call routing accuracy. The company needs to reduce total case volume and the average amount of time spent by agents on cases. 1. Git-based development – a common gold standard all over the software development world for decades – has finally arrived in the mainstream of Salesforce. Enable Omni channel in setup. Reduced support channels E. It comparatively shows the results of each member by the volume of sales and deals closed by different categories. The difference mostly depends on the user’s perspective. Increased call deflection. A . Increased call routing accuracy D. It’s what we pass along to customers when we walk them through a fix. Benefits of KCS. Visual content is processed much faster and easier than text. In fact, researchers at the Pennsylvania School of Medicine indicate that the human retina can transmit data at roughly 10 million bits per second. Maria sets up the other agents on Ada’s list, too. Create a Visualforce page called the Knowledge sidebar on the case page layout. At first, Ursa Major intended to provide training and go. Completeness - Most of what we know, that is self. 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. Organizations that employ knowledge-centered support methodology can resolve five to ten times more customer cases, as well as identify opportunities to. It’s how agents respond to problems and learn about the systems they administer. Here are a few examples: 1. DAPs can help with compliance through structured information collection, process transparency, and self-generating audit. 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. Data breaches are becoming increasingly common as cybercriminals constantly look for ways to compromise. If, on. Optimized use of resources, The contact. Inevitably, this poor user adoption leads to. Cloud-based: Accessible from anywhere, with automatic. 1. Optimized use of resources View. 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 Which two benefits can be expected from KCSadoption? Choose 2 answers A . 3. With KCS, you can make it easier for your customers to find the information they need. A knowledge article life. 2 Dedicate Enough Time For Training. Technical writers simplify complex information so that anyone can understand it. 1 @2007 Consortium for Service Innovation Right to use with Attribution Abstract Successful adoption of the Knowledge‐Centered Support (KCS SM) methodology offers profound benefits for any information‐intensive service or support organization. Salesforce service cloud is always aligned and updated with the latest technologies. Whether it’s personalized onboarding, real-time support, or actionable analytics, Whatfix amplifies the capabilities of Salesforce, making it a preferred. “Culture change is never easy,” Wymar observes. Users can keep all the required information within a centralized location. CRM adoption is crucial for customer experience. November 8, 2022 – 9:00 am – 10:00 am Pacific Standard Time. Less Investment in New-age Technology: The primary objective of the KCS methodology is to populate new articles and update the existing ones regularly. 10. On-Demand Email-to-Case; Answer: B . While it provides a step-by-step approach for planning a KCS adoption, it is not intended to be "the only. The campaign included posters, games, and team-building activities. 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. KCS Principles; KCS Core Concepts; Unit 3: The KCS Practices. The adoption of automation testing in Salesforce is proliferating. Providing apps like S-Docs for automated quote, proposal, and invoice creation. Total 200 questions. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. Salesforce. Salesforce’s new advancements put AI to work for millions of CRM users,. Managerial efforts. C . A well-supported user community fosters higher adoption rates. "Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. • A service leader who is engaged and committed to a successful outcome. Reduced issue resolution time" Salesforce Knowledge makes self-service better and reduces customer effort. Provide of personalized. By Sofia Delpueche on May 31, 2023. The key to a successful implementation or new feature rollout is high rates of user adoption. KCS can increase employee engagement by encouraging collaboration and knowledge sharing within the team. Post on 19-Oct-2014. The salesforce mobile app timeline includes details of the information and meeting requirements, activities, and calls. 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 Correct Answer: C,D,E. 20 – 40% improvement in employee job satisfaction. Here’s how: 1. Prolific adoption leads to strong ROI and positions your reps and your company for success. Recognize the key trends, relevant. 20 – 40% improvement in employee job satisfaction. 2- Work team. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. Reduced issue resolution time D. Make it FUN. Create a group of super users that will evaluate and manage articles. How you approach adoption will depend on the type of implementation. Combine your current process with the KCS best practices. (opens in new window) Format and Pricing: $650 proctored exam of about 36 fill-in-the-blank questions with a 90 minute time limit. Knowledge lies at the heart of every service desk. While Salesforce is easy to use, your team needs to be properly trained in order for adoption to be easy. Working with a Salesforce partner offers numerous benefits for businesses. The data above reflects responses from 1,036 full-time sales employees and 1,023 full-time service employees. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. B . 1. Increased call routing accuracy D. However, if you are already into it, you must start it right away without delay. Which three benefits can be expected from KCS adoption? Choose 3 answers A. With it, you can: Track leads and prospect. Sales Reps have better visibility into their accounts. User adoption indicates how well the Salesforce Admin (and development teams) have configured and customized Salesforce to fit the organization’s unique needs. Regularly reviewing and sharing Salesforce adoption metrics. Extend Salesforce with Clicks, Not Code. 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. Understand the concerns of each of the individuals based on their role. 10 Tactics to Improve Salesforce Adoption. With KCS, it is easier for new agents to get familiar with your customer. Most people think Salesforce becomes essential when there are more active users, so they focus on driving usage through tangible adoption. Benefits of KCS. 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. The Consortium is a not-for-profit think tank focused on customer engagement. Adopting KCS involves changing the entire culture and mindset of an institution. The successful candidate will have a record of success in improving processes and adoption using the salesforce platform and with the Salesforce Lightning user interface. The frequency and quality of our Solve Loop activities dictates the level of benefit we will realize. Simplus. managers need to understand what KCS is, what the benefits are, and why the organization is adopting it. Consequently, it affects user experience and the company. Version control is the key to unlocking the advantages of a powerful DevOps process for Salesforce. Conducting team or 1-to-1 meetings based on dashboards. 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. Requiring the use of tools like Salesforce CPQ for deal approvals. Paid volunteer time. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in th. That’s exactly what Tammy Rahn, content architect at Salesforce, did for the. This solution facilitates the work of sales teams, increasing productivity through centralized management of. KCS can reduce the workload of customer support teams by empowering customers to find answers on their own. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Knowledge is power, especially when it comes to 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. Define Objectives and Goals: Before implementing Salesforce, it’s crucial to clearly define your objectives and goals with proper Salesforce implementation strategy. 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. 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. So, while cloud adoption is happening, it is still just a small fraction of the overall government technology spending, meaning there is a long way to go in making the switch. Improve customer service with KCS. Get rid of the clutter, mostly by hiding things people don’t use and keeping labels intuitive: Hide unused tabs. A few ways leadership can show support for Salesforce adoption include: Using Salesforce Chatter. 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 questions and answers instead of policies; Benefits. Salesforce benefits include: Comprehensive CRM: Salesforce offers a complete customer relationship management platform to track interactions, sales, and marketing. 5. A manager has noticed an increase in average case age. Communicate the ‘why’. D. High performing for dependable interactions. 30 – 50% rise in the first contact resolution. Knowledge-Centered Support (KCS): Unlock Your Hidden Knowledge. “Culture change is never easy,” Wymar observes. Learn more about Salesforce's CRM software and join the 100,000+ businesses using our trusted customer relationship management solutions. A KCS Design Session is an important step to. ”. Regular Monitoring . Increased call deflection B. Contextual analytics, in the moment. This also includes the latest platform innovations, AI benefits, analytics options, and integration capabilities. It’s a strategic management performance metric that provides a comprehensive view of your KCS ecosystem’s health. 5. They should take the. Appointment of a Salesforce executive sponsor. Design and implement the service cloud solutions that help you meet your business requirements and contribute to long term business success. The Top 4 Advantages of Salesforce Communities. Provide coach training that develops influence skills and an understanding of the. 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. Organizations who treat KCS adoption as a serious change initiative create greater benefit than those who approach it casually. Secure and highly. AppExchange is the Salesforce store. 5. Salesforce DevOps essentially refers to applying DevOps principles and practices to the development and deployment of applications and customizations on the Salesforce platform. 4 Track User Adoption. In the business world, adoption is all about getting someone to use a solution that is available to them. With SFA, sales representatives can dedicate more time to sell instead of carrying out administrative tasks. Good merchandisers boost sales, average order value, and customer loyalty. This keeps the resolution time to a minimum. We rely on the Knowledge-Centered Service, or KCS, methodology to build up our knowledge base. After completing this unit, you’ll be able to: List recommended KCS roles and responsibilities for agents. Design a Before and After Document. Optimized use of resources B. The benefits of KCS are compelling. Wondering why? This blog post explains. Recognize the key trends, relevant. Enhance Service Cloud with Lightning Knowledge. Increased call routing accuracy E. Some of the benefits offered by the AppExchange partner program, according to each category, can be: Design and develop. Using a Salesforce Mobile app, producing leads is simple as several insightful functionalities are incorporated into it for better sales operations. Members of the Consortium for Service Innovation have generously provided the following resources for your personal use with attribution as described in this article. kcs コーチ。kcs コーチは、全員が kcs 手法、新たなプロセス、各自の新しい責務を理解できるよう手助けします。kcs コーチは kcs 公開者であると同時に、記事をレビューして kcs 候補者や寄稿者にフィードバックを提供します。“Salesforce CPQ is about making the complex simple. Salesforce is a powerful solution, but you won’t capitalize on the benefits if users don’t know how to use the system. 3- Ongoing training: Salesforce adoption by the sales team will not take a day but it does require adequate and ongoing training. 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. Optimized use of resources B. Here’s how: 1. Knowledge-Centered Service (KCS) is a methodology that changes how agents and managers think about knowledge. It’s how agents respond to problems and learn about the systems they administer. Benefits of KCS. Efficiency enhanced by automation. Create a Channel for a Custom Platform Event. 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. Question #29 Topic 1. Reward learning, collaboration, sharing, and improving. One obvious benefit of using a Salesforce CRM is tracking leads and prospect information. With proper adoption, KCS benefits all the stakeholders. Create an API Destination and Connection in EventBridge. Optimized use of resources Answer: C D E QUESTION 3 Choose 2 answers. However, in order to reap the full benefits of Salesforce and supercharge sales, company leaders must first focus on proper training. Now, let’s talk about some time-tested rules to adoption and how you can put them into action. This is the guiding coalition that will drive the adoption of KCS in your organization; The adoption team needs to be trained.