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

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Question 97

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Question 97/117

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.
Which benefit can be expected?

A. Reduced issue resolution time

B. Reduced first contact resolution time

C. Reduced post-interaction time

Correct Answer: A

Implementing a Knowledge-Centered Support (KCS) methodology focuses on integrating knowledge creation and maintenance into the problem-solving process. This approach ensures that as agents resolve customer issues, they simultaneously create or refine knowledge articles. Over time, this leads to a rich knowledge base that can be leveraged to solve similar issues more quickly, thus reducing the overall issue resolution time as agents and customers alike can find answers more efficiently.

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