Which two benefits can be expected from KCS adoption if universal - ProProfs Discuss
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Which two benefits can be expected from KCS adoption if universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology?

This question is part of Salesforce Universal Containers P1
Asked by Catherine halcombe, Last updated: Oct 21, 2020

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2 Answers

Roger SFDC

Roger SFDC

Roger SFDC
Roger SFDC

Answered Feb 13, 2020

It cannot be Reduced first contact resolution. KCS improves FCR. Answer should be,

B.A knowledge article life cycle that evolves based on usage and demand.
C. Reduced issue resolution time

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catherine halcombe

catherine halcombe

catherine halcombe
Catherine halcombe

Answered Aug 08, 2019

Reduced issue resolution time
Reduced first contact resolution
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