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What is the benefit of deploying Knowledge in a high-volume Service Cloud portal?



This question is part of Project Management quiz
Asked by Erroljohnyatar, Last updated: Aug 03, 2020

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3 Answers

W. Mocroft

Love to do some charity work. Have a passion for writing and do it in my spare time

W. Mocroft, Philanthropist, Master Degree in International Business, Las Vegas

Answered Jan 02, 2019

The main reason for adding a knowledge base to a large volume cloud base might well be an additional reason to those listed. The emplyees would not have to be answering the same questions over and over again.

So, yes, the addition of the knowledge base would cover the gap in existing knowledge. It will not highlight where there are further gaps, only duplicate information where answers have already been input. But it should reduce incoming queries for help, and possibly an email channel that serves to answer queries.

However, users typically despair of a company that provides no route to contact. Option B, C and D are relevant, A is irrelevant.

 

nikmarv

Nikmarv

Answered Jun 05, 2017

The correct answer is:B. Uncovers gaps in the knowledge baseD. Reducing incoming call volume
 

John Smith

John Smith

Answered May 30, 2017

Replaces the need for an email channel
Reducing incoming call volume
 

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