Which two benefits can be expected from KCS adoption if universal - ProProfs Discuss
Topics
Products
Follow Us:

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?
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.



This question is part of Salesforce Universal Containers P1
Asked by Catherine halcombe, Last updated: Apr 03, 2020

+ Answer
Request

2 Answers

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

 

catherine halcombe

Catherine halcombe

Answered Aug 08, 2019

Reduced issue resolution time
Reduced first contact resolution
1
 

Search for Google images
Select a recommended image
Upload from your computer
Search for Google images
Select a recommended image
Upload from your computer
Search for Google images
Select a recommended image
Upload from your computer

Email Sent
We have sent an email to your address "" with instructions to reset your password.