It evaluates the dynamics and effectiveness of the team in closing deals which, without a doubt, is a high-value metric. 3. With KCS, it is easier for new agents to get familiar with your customer. A cognitive search engine can help with that. Paid volunteer time. 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. 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. In the move from KCS v5 to KCS v6, the separation between learning how to do KCS, then receiving internal benefits, then receiving external benefits was lost. The Aligned KCS Coach Development Workshop helps coaches learn the skills they need to encourage, inspire, and support change. 647 views. Here are five tried-and-true rules that. It’s the marketplace for all things Salesforce, including apps, Lightning components, and more. Reduced support channel C. 30 – 50% rise in the first contact resolution. Salesforce adoption measures the extent to which users have incorporated Salesforce into their day-to-day tasks. Now, let’s talk about some time-tested rules to adoption and how you can put them into action. Question #29 Topic 1. While the UX (user experience) and UI (user interface) are. . Adoption is a life-changing experience that can have an incredible impact on everyone involved in the process. It’s what we pass along to customers when we walk them through a fix. In v6, the internal. Increased call deflection C. KCS v6 Aligned Tools complement or enable a KCS Practice. Step 3: Design your KCS process. ~15 mins. The benefits of KCS are compelling. Increased call deflection B. Paid sick days. The KCS® methodology is a registered service mark of the Consortium for Service Innovation. Visualized data is processed faster. 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. One of the key pieces of the plan is to configure Lightning Knowledge to support agents when Ursa Major adopts KCS methodology. 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. Create a shared vocabulary. The platform has a higher annual cost with a 3-5 year contract, and an implementation can easily cost upwards of $250K. There are four main reasons for it. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. Reduced issue resolution time. The Top 4 Advantages of Salesforce Communities. Develop a knowledge base of the collective experience to-date. Improved messaging with automation. This is the guiding coalition that will drive the adoption of KCS in your organization; The adoption team needs to be trained. Identify which fields on an object should get updates from Outreach or Salesforce;. The prime four constituents of KCS are employee, customer, financial, and process. Leverage the Wide Column on the Lower Left. Salesforce. Sales Reps have better visibility into their accounts. Salesforce dashboards can measure how frequently users log in, conversations started in Chatter, and opportunities generated. KCS can increase employee engagement by encouraging collaboration and knowledge sharing within the team. Advantages of adoption and implementation of KCS methodology. Define Objectives and Goals: Before implementing Salesforce, it’s crucial to clearly define your objectives and goals with proper Salesforce implementation strategy. Increased call deflection C. As part of the Salesforce Innovation and Transformation. Get Full Access Now. Thinking over risks. The registration fee is $200. ISV developer tools. Reduced first contact resolution. Coaching is a critical aspect of a successful KCS program and a coach development program is an essential component of Adopting in Waves. Hyperforce is Salesforce’s renewed infrastructure architecture, based on the consumption of public cloud services. Aug 16, 2023. It’s what we pass along to customers when we walk them through a fix. Take into consideration the skills and size of your work team. 2. Health insurance benefits, vacation policy, retirement benefits and more. Prerequisites: KCS v6 Practices certification and attend a KCS v6 Practices Workshop. When users are equipped with the necessary skills and knowledge, they become more engaged, embracing. Proactive service. 3: Searching is Creating. Make it FUN. 3- Ongoing training: Salesforce adoption by the sales team will not take a day but it does require adequate and ongoing training. Invite Marketing and Human Resources. Evolve content based on usage and demand. It’s not in doubt that Knowledge-Centered Service is a valuable way to approach your customer support operations. 8 Manage Change Wisely. With them by your side, you can benefit from 52% higher adoption, and 80% reduced time-to-deploy. When KCS works, the benefits in productivity, customer experience, and team happiness all create a winning business case. Take food versus knowledge, for example. The KCS Principles course, when delivered as an on-site. Category: Technology. Benefits to your reps: Enhances productivity; Strengthens customer. KCS provides agents with a trusted platform with reliable, verified, and up-to-date information. 3- Client Proposals: Consultants can take advantage of ChatGBT and use it to write the first draft of a client proposal. Increased call deflection B. Migrate open and closed cases with milestones and entitlements B. KCS Coaches are the change agents within the support organization; they model and promote the behavior change required for a successful KCS adoption. KCS v6 Aligned Tools complement or enable a KCS Practice. A cognitive search engine can help with that. Optimize Article Search and Quality Audits. Each candidate has 105 minutes to complete all the questions. Adopting KCS involves changing the entire culture and mindset of an institution. 4A few ways to do so include: Phasing out legacy systems. The rep stays in their email inbox while Salesforce Inbox captures every email and calendar event and puts it right in Salesforce. Digital revolution transforms the way companies do business, add value and engage with their customers. Maria sets up the other agents on Ada’s list, too. KCS Principles; KCS Core Concepts; Unit 3: The KCS Practices. Communicate the ‘why’. Explain the benefits of having high adoption. 4 KCS allows organizations to capitalize on oneChoose 2 answers. Last updated. The easier Salesforce. The adoption and involvement of customer success for effective KCS implementations still has a long way to go before we see its widespread usage. The next step is to measure the success of the KCS coaching program. 4 KCS allows organizations to capitalize on one Choose 2 answers. AppExchange is the Salesforce store. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. "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. Practice 3: Reuse. Articles CANNOT be published until they are reviewed and validated by a qualified author. Docked prompts are great when users need to refer to content while exploring a feature on their own. The same study found a 20-30% increase in employee retention and a 20-40% improvement in employee job satisfaction among customer support employees using the KCS methodology. Communication Plan Guidance – Sample list of FAQs for your communications plan. Optimized use of resources B. Adoption: Salesforce covers up to $10,000 in adoption-related expenses, including fees, travel, medical expenses, and more. com, inc. 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. Stage 2: Develop. Optimized use of resources Correct Answer: C,D,E. The world’s most influential leaders reveal practical guidance to drive business forward. A Salesforce Associate Certification positions you as a valuable candidate in the eyes of employers, increasing your chances of being considered for a wider range of job opportunities in the Salesforce ecosystem. Alation’s KCS journey is valuable to companies starting their KCS journey as well as those trying to improve their existing KCS program. 3q3Which three benefits can be expected from KCS adoption? Choose 3. Ada knows that the most important part of KCS methodology is making sure agents have correctly adopted KCS processes. Reduced issue resolution time D. Increased call deflection B. The near-term benefits of KCS, realized in the first 3-9 months, include: Improved resolution times by 25-50% (improved capacity to handle requests) Improved first call resolution and reduced escalations Improved skills, job satisfaction, and confidence for the knowledge worker (less stress) Organizations who treat KCS adoption as a serious change initiative create greater benefit than those who approach it casually. 2. With Salesforce Service Cloud, you can integrate back-office applications and most-used phone systems, enabling you to extend the capabilities of your contact center operations. “Culture change is never easy,” Wymar observes. 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. Increased call routing accuracy C. 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. Incomplete. The quickest way is to follow a KCS foundation training to make sure all team members have the knowledge they need; An adoption plan. Sabbatical. 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. It’s a strategic management performance metric that provides a comprehensive view of your KCS ecosystem’s health. Reveal Solution Discussion. Create a Visualforce page called the Knowledge sidebar on the case page layout. Enable the Knowledge sidebar setting in the case support settings. Completeness - Most of what we know, that is self. 14. They have a wide range of responsibilities including platform maintenance, bug fixes, user training, process automation, etc. Align your Executive team. A case analysis shows many similar cases that can be solved quickly with the same set of steps. Reveal Solution Discussion. Reduced issue resolution time"Salesforce Knowledge makes self-service better and reduces customer effort. 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. Knowledge-centered service is the continuous generation of demand-driven and self-improving knowledge by many as a by-product of solving customer issues. 1. With it, you can: Track leads and prospect. 3q3Which three benefits can be expected from KCS adoption? Choose 3 answers. Combine your current process with the KCS best practices. A . Low code allows anyone, with or without formal training, to build apps. There is a standard process for KCS, but that doesn’t mean that you have to follow that process to the letter. Use simple, common sense names for custom fields. Knowledge-Centered Service (KCS ®) is a simple idea that creates profound benefits. C. Which two benefits can be expected from KCS adoption? Choose 2 answers. While the basic concepts are quite simple, adoption of the methodology is not. KCS Benefits and Organizational Measures 3 | Page v1. 3. Optimized use of resources B. A . 22. - people and processes first, enabled by technology. A. 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 . The same study found a 20-30% increase in employee retention and a 20-40% improvement in employee job satisfaction among customer support employees using the KCS methodology. 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. 2. Enable the Knowledge sidebar-related list on the case page layout. A well-supported user community fosters higher adoption rates. Benefits of QuickStart Solutions for Salesforce Implementation. Salesforce user adoption is the simple act of enabling users to use SFDC’s full CRM capabilities by creating strategies around onboarding, training, and continued development to drive better user experience. Members of the Consortium for Service Innovation have generously provided the following resources for your personal use with attribution as described in this article. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. 10 Tactics to Improve Salesforce Adoption. Additionally, DevOps emphasizes collaboration and communication between teams, which can help to reduce. The more your customer support team knows about your product, the better they’ll be at helping customers solve issues. 1. Increased call deflection B. KCS is taking the customer service world by storm. Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. Page 1 of 12. B. A knowledge article life cycle that is implemented correctly the first time and does not need to change. 1. 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. Benefits of Learning Salesforce in 2023. It’s the marketplace for all things Salesforce, including apps, Lightning components, and more. Salesforce adoption: getting users to actually use the system. 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. The Consortium is a not-for-profit think tank focused on customer engagement. A. 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. DevOps is growing in popularity in the Salesforce ecosystem, but for many teams it’s still a new concept. Dave’s KCS adoption experiences have made concrete contributions to the evolution of the KCS methodology. While the benefits vary by department or industry, six benefits of CRM platforms that affect every user include: Trustworthy reporting. 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. Simplus. CK has already enabled Knowledge Management. Understand the impact of self-service success on traditional measures. Reduced issue resolution time D. Salesforce Service Cloud and Knowledge are KCS v6-Verified. • Lightning Knowledge is enabled. Extend Salesforce with Clicks, Not Code. Content fine-tuning is a continuous part of KCS. Knowledge lies at the heart of every service desk. CONTACT US. This way workers can capture the context and intent of the requestor. KCS verified enterprise knowledge management software. 3 Motivate The End Users. Engage C-level executives in Strategic Framework. Everyone learns differently, so training requires a multifaceted. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. Efficiency enhanced by automation. Use Evolve Loop to Improve Your Process. 4. KCS provides agents with a trusted platform with reliable, verified, and up-to-date information. Optimized use of resources B. 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. However, it is always advisable to customize it. Ask us what CRM can do for you. Universal Containers is considering a Knowledge-Centred Support (KCS) implementation. 5. An effective adoption strategy can minimize downtime and productivity lags. 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. 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. Lightning Platform Home Page. Four Reasons to Pick a non-KCS Approach: Your company has restrictive policies for content creation and publishing requiring clear approval workflows. Migrate closed cases with milestones and entitlements C. Coaches become the change agents that help create. Recently FY23 made its appearance, an improved program packed with new benefits and updates. Ease of use : This is one of the primary reasons that drive the Salesforce adoption rate. Alignment with an Account-Based Marketing (ABM) approach. Provide of personalized. Service Cloud: Using Knowledge-Centered Support (KCS) with Salesforce Knowledge Greg Oxton, Consortium of Service innovation, Executive Director Catherine Gabrieli, PTC, Senior Manager, Support Operation . With strong analytical and problem-solving skills, they help you to map your business objectives with Salesforce features. Maria heads over to see if there are any apps she can use to speed up her KCS adoption. Benefits of GuideIn-GuideIn is beneficial to the. Choosing the best sequence of implementation stages. Reduced issue resolution time D. Training your team is the most important element of your user adoption process. The required passing score of Service Cloud Consultant exam is 67%. Understand the concerns of each of the individuals based on their role. 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. KCS flags is created as a custom object in Salesforce with a lookup to the knowledge article. Next up, determine which process you will follow. While the UX (user experience) and UI (user interface) are. A knowledge article life cycle that is implemented correctly the first time and does not need to change. 6. Workers are of two minds when it comes to generative AI, Salesforce research reveals. C . We would like to show you a description here but the site won’t allow us. SFA can be part of a CRM system or a function of. -A knowledge article life cycle that is implemented correctly the first time and does not need to change. Here’s how: 1. G2 Review Rating: 4. KCS principles put knowledge creation activities into the hands of the knowledge worker — the one who knows the answer. The ideal approach to creating an adoption strategy for Salesforce is to start it at the very first point. • Knowledge is set up in Lightning. 5. 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. Which three should a Consultant recommend? Choose 3 answers. However, in order to reap the full benefits of Salesforce and supercharge sales, company leaders must first focus on proper training. Increased call routing accuracy C. You need a successful implementation to reap all the benefits of knowledge-centered service. Maria names it KCS and selects 1-column for Layout. Our experts will define the core principles. Knowledge-Centered Support (KCS) is a solution that focuses primarily on knowledge as a critical asset of the organization to help service pros mitigate today’s digital challenges. Users can keep all the required information within a centralized location. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. Request a demo Request a Meeting. C. Appointment of a Salesforce executive sponsor. At Salesforce, we are committed to advancing gender equality in the workplace. 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. Let’s look at four ways Salesforce-native analytics benefit the business, the IT teams implementing advanced analytics, and the customer-facing employees using them. A survey has found that the problem is so severe that teams who aren’t guided by a trained support professional are likely to stop using Salesforce altogether. ; Content Standard – Describes the structure or format of an article, the intent of each of the fields, recommendation on the. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Intended for: Managers, Sales Executives. Your CRM serves as a record of conversations, interactions, needs, notes, and contact information — an incredible advantage to winning customer-centric experiences. Integration of data from any source: whether it is data obtained by Salesforce or from third parties, with Experience Cloud you can integrate data from any source: such as leads, opportunities, cases, campaigns, orders, financial reports and custom objects. Question #63 Topic 1. If marketers don’t know how to use the. Considerations. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in the minds of the agents and customer service. Knowledge-Centered Service (KCS) describes a way of interacting with knowledge which enables teams to: and train new employees faster. At first, Ursa Major intended to provide training and go. Salesforce is a powerful solution, but you won’t capitalize on the benefits if users don’t know how to use the system. Combine your current process with the KCS best practices. Curtis’ former boss Beth spoke at an industry conference and, largely as a result of Curtis’ influence, she is a strong supporter of KCS. 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. The simple way of describing KCS is that it allows. Reward learning, collaboration, sharing, and improving. D. Version control is the key to unlocking the advantages of a powerful DevOps process for Salesforce. Reduced support channels E. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. Managerial efforts. User-Friendly. The survey took place online. Salesforce is repeatedly rated the #1 CRM, but mastering its features and getting employees to adopt it is easier said than done. Resolve cases with Knowledge-Centered Service. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. 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. Poor user adoption is one of the main challenges companies face after implementing Salesforce. Increased call routing accuracy D. Spread success: Be sure to document internal knowledge, incorporate KCS when working with outside areas, share articles internally and externally, and broadcast your metrics. This automation can help to speed up the release cycle and improve the reliability of releases. Knowledge is power, especially when it comes to business. The depth of functionality and ease of use were the primary winners for them. ) that enable all eight KCS practices. 1. "Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Increased call routing accuracy E. 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. Knowledge-Centered Service (KCS) is a methodology for creating, managing, and improving knowledge within a service organization. The KCS Continuum - The evolution of KCS in a given environment. Track lead conversion. C. KCS Benefits and Organizational Measures 3 | Page v1. Planning the implementation process. Optimized use of resources View Answer Answer: C,D,E Prev QuestionNext Question Latest Service Cloud. Technique 1. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Share all the benefits that your pilot team gained from KCS with these new people. Salesforce adoption is an important step for any business. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. Migrate open and closed cases without milestones and entitlements D. Hiring Salesforce Service Cloud Consultants will help you-. The most important benefits of CPQ software, however, are the proven increase in revenues and decrease in costs. com products, and utilization and selling to larger enterprise customers. Salesforce Sales Cloud is a cloud-based customer relationship management (CRM) platform. Aug 16, 2023. Commerce. Some organizations choose to adopt KCS because they need to scale and. Pro tip: Including KCS in your self-service strategy and giving due credit to those authors who push issues out of. Following are the eight areas that have been identified as key factors for successfully adopting KCS. Question 1. There is a standard process for KCS, but that doesn’t mean that you have to follow that process to the letter. Data insights add the most value when you can act on the insights within the flow of your work. 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. 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. Reduced support channels E. Salesforce adoption is not easy, so a proper strategy is required to get the required result. Maria goes to Ada Balewa’s user record and selects her KCS role (KCS Publisher) and KCS Coach (Zhang Wei). Increased call deflection C. Easy Incident Management. KCS can reduce the workload of customer support teams by empowering customers to find answers on their own. You need a successful implementation to reap all the benefits of knowledge-centered service. Enhanced security and compliance concerns will drive DevOps adoption in Salesforce. 5 Integrate Salesforce With The Right Platforms. It is a framework for collecting, structuring, reusing, and improving knowledge consistently to leverage it for maximizing support outcomes. These are the core principles that can help you have a better understanding of KCS: Abundance. Question #63 Topic 1. KCS v6. This can be a tedious task for many but can be done well with the right techniques. Total 200 questions. • Service Cloud license. Get Buy-in from the Top Down.