Make it FUN. Kcloud Salesforce Partner specialize in helping organizations maximize the benefits of Salesforce products and services. Reward learning, collaboration, sharing, and improving. It helps to generate more substantial leads. 8 Manage Change Wisely. 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. Reveal Solution Discussion. Reduced support channels E. This supplements the Getting Started: Service Cloud: KCS in Lightning session. A knowledge article life cycle that is implemented correctly the first time and does not need to change. Reduced support channelsE . Benefits of KCS. 4 Track User Adoption. Knowledge lies at the heart of every service desk. Similar to problem management, KCS focuses on getting in-depth. Adoption is a life-changing experience that can have an incredible impact on everyone involved in the process. 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. Spread success: Be sure to document internal knowledge, incorporate KCS when working with outside areas, share articles internally and externally, and broadcast your metrics. It’s how agents respond to problems and learn about the systems they administer. This solution facilitates the work of sales teams, increasing productivity through centralized management of. C . Create an API Destination and Connection in EventBridge. Knowledge-Centered Service® (KCS) is a methodology that provides businesses with a strategy to best solve problems using knowledge. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. The qualitative and quantifiable benefits of KCS principles are as follows: Optimize Usage of Resources. Reveal Solution Discussion. The salesforce mobile app timeline includes details of the information and meeting requirements, activities, and calls. KCS can help organizations identify knowledge gaps and areas for improvement in their products or services. Ultimately, an efficient company can better serve its customers — that’s the greatest benefit of CRM software. 1. Providing apps like S-Docs for automated quote, proposal, and invoice creation. 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. Salesforce Certified Service cloud consultant (SP23) Questions and Answers. 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. A cognitive search engine can help with that. Aug 16, 2023. KCS coaches conducted training with the Wave 1 TSEs, who were selected because of their enthusiasm and understanding of the benefits of KCS. 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. 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. Salesforce Offers the SMAC Bundle: For a business to transition into a digital business, SMAC is the basis for its ecosystem. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Latest Technology Adoption. Knowledge-centered service is the continuous generation of demand-driven and self-improving knowledge by many as a by-product of solving customer issues. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . We highly recommend adopting the. In this way, Salesforce automation testing assures software efficiency without manual intervention. How you approach adoption will depend on the type of implementation. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. 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. It’s a strategic management performance metric that provides a comprehensive view of your KCS ecosystem’s health. Main reasons for the poor adoption of Salesforce. Benefits to your reps: Enhances productivity; Strengthens customer. Increased call deflection B. Request a demo Request a Meeting. Content. KCS allows people to focus on solving new problems. Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Review cost benefit analysis and baseline measures. Knowledge-Centered Service (KCS) is a methodology that changes how agents and managers think about knowledge. Salesforce is repeatedly rated the #1 CRM, but mastering its features and getting employees to adopt it is easier said than done. Picking internal influencers (like top sales reps) and working together with them to show how Salesforce adoption helps drive. Optimized use of resources View. . This application allows customers to either use the standard features or customize them according to their needs. Moreover, it was a time-consuming process and businesses did not get many benefits from it. 5. Faced with these challenges, we need to understand the greatest forces at play – adoption, productivity, and data quality. Planning the implementation process. Adoption: Salesforce covers up to $10,000 in adoption-related expenses, including fees, travel, medical expenses, and more. From 1999, when Salesforce was founded, our Technology & Products (T&P) team delivered like clockwork. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in th. Benefits of KCS. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. 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. The benefits for healthcare solutions based on Hyperforce and AWS are: Scalable to meet surges in demand. DAPs can help with compliance through structured information collection, process transparency, and self-generating audit. 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. Reduced support channels E. D. In the business world, adoption is all about getting someone to use a solution that is available to them. Choose 2 answers. It’s the marketplace for all things Salesforce, including apps, Lightning components, and more. 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. Members of the Consortium for Service Innovation have generously provided the following resources for your personal use with attribution as described in this article. With retail automation and AI, they can do it. Coaching is how we increase the speed of adoption and maximize the benefits. Here are a few examples: 1. Alignment with an Account-Based Marketing (ABM) approach. You have to “adopt” Salesforce. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to. You need a successful implementation to reap all the benefits of knowledge-centered service. Poor user adoption is one of the main challenges companies face after implementing Salesforce. KCS empowers everyone in the organization to share collective responsibility for maintaining the knowledge base and informs how people in the organization solve problems. 70% enhanced time to proficiency. Optimized use of resources View Answer Answer: C,D,E Prev QuestionNext Question Latest Service Cloud. Now, let’s talk about some time-tested rules to adoption and how you can put them into action. Note:KCS®️ is a ser. Thinking over risks. 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. Companies that use KCS methodology find that it provides many benefits. Without knowledge centered support methodology, not only does. Organizations who treat KCS adoption as a serious change initiative create greater benefit than those who approach it casually. Salesforce adoption measures the extent to which users have incorporated Salesforce into their day-to-day tasks. 6 Understand The End Users’ Needs. Reports are always created within folders. • Knowledge is set up in Lightning. Customize Your Salesforce Org. Resolve cases with Knowledge-Centered Service. NEW QUESTION 129 Universal Containers wants to provide its customers with more support options. 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 frequency and quality of our Solve Loop activities dictates the level of benefit we will realize. Develop a knowledge base of collective experience to date. Provide of personalized. Secure and highly. Explain how implementing KCS benefits the support center's stakeholders. Dave’s KCS adoption experiences have made concrete contributions to the evolution of the KCS methodology. Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. 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. Limitations With Salesforce In-App Guidance. Increased call deflectionB . 6- My Team Performance Dashboard. Increased call deflection B. There are several important steps to help you assess feasibility, demonstrate product capabilities, and validate the relevancy of use cases. We have found that organizations. High performing for dependable interactions. 2. Intended for: Managers, Sales Executives. That’s where Lightning Knowledge can shine. Reduced issue resolution time"Salesforce Knowledge makes self-service better and reduces customer effort. She discovers solutions that provide exactly what she’s looking for. However, in order to reap the full benefits of Salesforce and supercharge sales, company leaders must first focus on proper training. The Consortium is a not-for-profit think tank focused on customer engagement. Knowledge is power, especially when it comes to business. We specifically note exit criteria for the Plan and Design phase,. They don’t rely on employee memory and experience to solve customer problems. The three techniques I use. Reduced issue resolution time. Reduced issue resolution time D. Understand the impact of self-service success on traditional measures. Share all the benefits that your pilot team gained from KCS with these new people. The rep stays in their email inbox while Salesforce Inbox captures every email and calendar event and puts it right in Salesforce. No supporting materials are allowed. Choose 2 answers. B. Which three benefits can be expected from KCS adoption? Choose 3 answers. Requiring the use of tools like Salesforce CPQ for deal approvals. 2- Work team. The company has more than 150,000 customers, and more than 20% of the overall CRM market. Use Evolve Loop to Improve Your Process. Optimize Article Search and Quality Audits. RightAnswers improves customer service and IT support through knowledge management software and self-service portals that are KCS v6 Verified. Increased call deflection C. On-Demand Email-to-Case; Answer: B . 3: Searching is Creating. It’s what we pass along to customers when we walk them through a fix. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. If you haven’t heard of Knowledge-Centered Service, then you might have heard of its previous name – Knowledge-Centered Support. Reduced support channels E. Consortium Members report that aiming for this goal dramatically improves customer success with self-service. 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. C. The best tech writers partner with project, product, marketing, engineering, and customer support teams to create strategies and content that help customers and internal teams succeed. A knowledge article life cycle that is implemented correctly the first time and does not need to change. A knowledge article life cycle that is implemented correctly the first time and does not need to change. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Extend Salesforce with Clicks, Not Code. As organizations continue to adopt Salesforce, the demand for certified professionals grows. It focuses specifically on promoting the sales activities of an organization, providing various tools to manage and automate this process. Track Leads and Prospect Information. 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. It is always the manager’s right attitude and leading by example that prove to eliminate user. KCS. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Question #: 64. • Participation by a business leader familiar with your business processes. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. Salesforce dashboards can measure how frequently users log in, conversations started in Chatter, and opportunities generated. A . 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. A. In real Salesforce Service Cloud Consultant exam, there are 60 multiple choice questions. Consequently, it affects user experience and the company. May the (Sales)force Be with You. Ask them to make training mandatory, monitor progress, and make Salesforce as a job requirement for all users. Join us. Salesforce automation (SFA) is a process that assists salespeople in selling more efficiently and effectively. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. Optimized use of resources B. e. Principle #6: Train, learn, repeat. Communication Plan Guidance – Sample list of FAQs for your communications plan. 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. Embed Salesforce Experts in your team. Benefits of QuickStart Solutions for Salesforce Implementation. Topic #: 1. Take a look at the KCS process and think about whether you want to make any adjustments. You need a successful implementation to reap all the benefits of knowledge-centered service. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in th. Content fine-tuning is a continuous part of KCS. A CRM gives organizations the tools to streamline their operations, keep. Provide ongoing support and resources to users, including access to training materials, FAQs, and a responsive support team. The disadvantages of Salesforce Cloud Commerce are the high cost and the dependence on developers. Increased call deflection C. 2 Dedicate Enough Time For Training. By including them in the process, the transition to Salesforce becomes an exciting endeavor rather than a daunting task. A. Git-based development – a common gold standard all over the software development world for decades – has finally arrived in the mainstream of Salesforce. Contact salesforce to have Omni channel enabled. The Coach must have a profound knowledge of the KCS principles and processes as well as strong communication and influence skills. 6. Salesforce’s new advancements put AI to work for millions of CRM users,. The data above reflects responses from 1,036 full-time sales employees and 1,023 full-time service employees. This can be a tedious task for many but can be done well with the right techniques. Content fine-tuning is a continuous part of KCS. However, t he path to successful CRM adoption is riddled with challenges and. 3. 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. KCS helps in extending and scaling support capabilities and simultaneously reducing the staffing and budgetary resources. . The majority of what we know about KCS Adoption is captured in the KCS v6 Adoption & Transformation Guide. Which two benefits can be expected from KCS adoption? Choose 2 answers. KCS can reduce the workload of customer support teams by empowering customers to find answers on their own. Hiring Salesforce Service Cloud Consultants will help you-. Which three benefits can be expected from KCS adoption? Choose 3 answers 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. Merchants face additional obstacles and costs if they choose a third-party over Salesforce’s add-on services. 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. 3. Improve customer service with KCS. Question #29 Topic 1. Which two benefits can be expected from KCS adoption? Choose 2 answers. 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. In this article, CloudVandana will discuss. Maria heads over to see if there are any apps she can use to speed up her KCS adoption. Thoughts on taxonomy,. Practice 2: Structure. Each candidate has 105 minutes to complete all the questions. Determine what you aim to achieve, whether it’s improving sales, customer service, or marketing efforts, and create a list of specific. Benefits of GuideIn-GuideIn is beneficial to the. While the benefits vary by department or industry, six benefits of CRM platforms that affect every user include: Trustworthy reporting. Kcloud Technologies +1 (619)798-6682; contact. Celebrating the most active Salesforce users. Increased call deflection B. . Align your Executive team. The adoption of automation testing in Salesforce is proliferating. He has managed the KCS adoption within his support organization and been influential with product management for the ServiceCenter product in promoting KCS functionality and the KCS Verified program. Salesforce in-app guidance is tremendously helpful, however, there are a few challenges that need to be addressed. Salesforce conducted a generative AI survey in partnership with YouGov May 18 – 25, 2023. Curtis’ former boss Beth spoke at an industry conference and, largely as a result of Curtis’ influence, she is a strong supporter of KCS. 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. CONTACT US. ~15 mins. Salesforce adoption: getting users to actually use the system. Optimized use of resources Answer(s): C, D, E QUESTION: 3 Managers of support teams who are using Salesforce Knowledge and doing KCS. Reporting for Accountability and Success. Install Knowledge Base Dashboards and Reports AppExchange package. She discovers solutions that provide exactly what she’s looking for. Conducting team or 1-to-1 meetings based on dashboards. The KCS Practices; Understanding KCS; The KCS Methodologies; Unit 4: Aligning KCS with the Business. stored in it and use it anywhere, anytime when needed. Use Flow to Invoke External Service Actions. Route to agents staffing the assigned overflow queues. Reduced first contact resolution. Contextual analytics, in the moment. Coaches become the change agents that help create. 7. Increased call deflection B. Effective Salesforce training fosters user adoption by helping employees understand the value and benefits of the platform. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Add the knowledge tab to the console app. Our experts will define the core principles. More than 70 KCS. User adoption issues in Salesforce can arise for a variety of different reasons. In this guide, we have attempted to capture the best we know to date on the techniques for embracing the core practices that make up KCS. 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. 1 download. 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,. Telling and showing your employees why you’re making such a big change will help get them on board. That means crucial sales information is saved right where they need it. 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. Read on for a quick overview of DevOps, and some guidance on how you. D. Following are the eight areas that have been identified as key factors for successfully adopting KCS. This is especially true when the AI pulls from CRM data and knowledge. The exam is just one of several steps required to become a KCS v6 Certified Trainer. Sabbatical. The purpose of QuickStart Solutions is to give businesses a quicker and more affordable option to adopt Salesforce Revenue. B . Optimized use of resources Correct Answer: C,D,E QUESTION 3 Knowledge Best Practices Using KCS for Efficiency and Scale. In the KCS v6 Adoption & Transformation Guide, we identify four phases or building blocks that support the successful management of a KCS adoption program. 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. This way workers can capture the context and intent of the requestor. 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. 3- Client Proposals: Consultants can take advantage of ChatGBT and use it to write the first draft of a client proposal. Access to the AppExchange Marketing Program (AMP). Over time, it improves customer experience, reduces employee attrition, and reduces training time for new employees. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. 7) Boosting user adoption. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology. Define Objectives and Goals: Before implementing Salesforce, it’s crucial to clearly define your objectives and goals with proper Salesforce implementation strategy. Which three benefits can be expected from KCS adoption? Choose 3 answers A. In this Flow example, design and test the automation that sends a user’s information from Salesforce to the. -A knowledge article life cycle that evolves based on usage and demand. The adoption and involvement of customer success for effective KCS implementations still has a long way to go before we see its widespread usage. Companies that use KCS methodology find that it provides many benefits. 70% enhanced time to proficiency. Knowledge-Centered Support is a methodology for collecting, organizing, and distributing support content to your customers. Create a Salesforce Training Folder. Training your team is the most important element of your user adoption process. B . 4A few ways to do so include: Phasing out legacy systems. Increased call routing accuracy D. 5. Measure Key Salesforce Adoption Metrics. Click OK. An effective adoption strategy can minimize downtime and productivity lags. Balance Scorecards. Know your product. A case analysis shows many similar cases that can be solved quickly with the same set of steps. A . Less Investment in New-age Technology: The primary objective of the KCS methodology is to populate new articles and update the existing ones regularly. Get Buy-in from the Top Down. Whether you are facing an unplanned. "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Question 1. 4A few ways to do so include: Phasing out legacy systems. Increased call routing accuracy C. Develop a knowledge base of the collective experience to-date. The next step is to measure the success of the KCS coaching program. Efficiency enhanced by automation. We answer some basic questions about what Salesforce does, what Salesforce CRM software is used for, and how Salesforce works. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . If marketers don’t know how to use the. 1. The KCS article is the content, or knowledge, created by using the KCS methodology. Enhance Service Cloud with Lightning Knowledge. Streamline Salesforce Training and Adoption. Get Buy-in from the Top Down. Reduced issue resolution time. Make sure that your employees receive proper training and are familiar with all of the latest Salesforce features. Salesforce Sales Cloud is a cloud-based customer relationship management (CRM) platform. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Salesforce adoption is an important step for any business. 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. 7. Take a look at the KCS process and think about whether you want to make any. Whether it’s personalized onboarding, real-time support, or actionable analytics, Whatfix amplifies the capabilities of Salesforce, making it a preferred. The prime four constituents of KCS are employee, customer, financial, and process.