Service-Cloud-Consultant Exam Dumps | Universal Containers wants to implement best practices for its customer support teams and has decided

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Salesforce.Service-Cloud-Consultant.v2024-05-23.q117
Question 34

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Question 34/117

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 KCS adoption?
Choose 2 answers

A. A knowledge article life cycle that is implemented correctly the first time and does not need to change

B. A knowledge article life cycle that evolves based on usage and demand

C. Reduced issue resolution time

D. Reduced first contact resolution

Correct Answer: B,C

These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5

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