Benefits of KCS v6 Aligned for the Vendor. 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 KCSadoption? Choose 2 answers A . Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. In this Flow example, design and test the automation that sends a user’s information from Salesforce to the. B. An adoption team. 8 Manage Change Wisely. A well-supported user community fosters higher adoption rates. A manager has noticed an increase in average case age. Maria heads over to see if there are any apps she can use to speed up her KCS adoption. 7 Keep Your Data Organized. While it provides a step-by-step approach for planning a KCS adoption, it is not intended to be "the only. The prime four constituents of KCS are employee, customer, financial, and process. C. Reduced issue resolution time D. Reduced issue resolution time. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. 1. Handle customer requests using the Knowledge-Centered Service methodology. 10 Tips for KCS Success with Salesforce Identify Your KCS Team and Roles Setup Article Confidence and Governance Structure your content, but don’t go overboard Don’t bury. Outreach is compatible with Salesforce Aloha and Lightning. November 8, 2022 – 9:00 am – 10:00 am Pacific Standard Time. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. Adoption is a life-changing experience that can have an incredible impact on everyone involved in the process. ” The benefits of CPQ software include formalizing rules and pricing, establishing standardization across the company, increasing companywide efficiency, and more. workshop you will receive training on KCS, best practices for adoptions, tips on configuring Salesforce Knowledge to optimize KCS benefits, and take the certification exam - all in. Efficiency enhanced by automation. Which three benefits can be expected from KCS adoption? Aside from that, Salesforce covers 90% of costs after you reach your deductible. The registration fee is $200. After completing this unit, you’ll be able to: List recommended KCS roles and responsibilities for agents. Less Investment in New-age Technology: The primary objective of the KCS methodology is to populate new articles and update the existing ones regularly. Sabbatical. Knowledge-Centered Service® (KCS) is a methodology that provides businesses with a strategy to best solve problems using knowledge. Organizations that employ knowledge-centered support methodology can resolve five to ten times more customer cases, as well as identify opportunities to. [Level Up Your Life] With a growing library of 3,000+ on-demand video courses, you can level up at your own pace. A smooth Salesforce adoption will not happen with the wave of a magic wand − it is only through a series of well-thought-out steps based on best practices that the new system can be embraced throughout the company. Self-service is a part of any community in. Design a Before and After Document. . The stakeholder benefits will be realized at three levels as the KCS practices become mature: Direct —operational improvements that are near term (3-9 months) Applied —new ways of delivering service and support enabled by KCS—for example, using knowledge that is created to power web-based self-service (6-18 months) Leveraged. Question #: 64. Salesforce (Best operational CRM tool overall) Salesforce, an industry giant, provides a full-fledged operational CRM. This module describes how Maria and. The Aligned KCS Coach Development Workshop helps coaches learn the skills they need to encourage, inspire, and support change. When creating a report in Salesforce, you must enter the report’s name, enter a description, select a type of report, select the format, etc. The KCS Continuum - The evolution of KCS in a given environment. D. Reduced issue resolution time. 7) Boosting user adoption. The simple way of describing KCS is that it allows. 4 The Final Word. Sell and market. QUESTION NO: 8. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. B) Enable. This concept is based on a process of continual improvement, utilizing the experience of knowledge workers (responders) and patterns of reuse of existing knowledge within. Topic #: 1. Optimized use of resources View Answer Answer: C,D,E Prev QuestionNext Question Latest Service Cloud. Add custom fields to user records to set a user’s KCS role and KCS Coach. Maria sets up the other agents on Ada’s list, too. A . It is based on process, not technology. It enables you to provide the right answers to the right people at the right time through a centralized knowledge repository that powers all your support channels. Content fine-tuning is a continuous part of KCS. - people and processes first, enabled by technology. 2. Conducting team or 1-to-1 meetings based on dashboards. Increased call deflectionB . Principle #6: Train, learn, repeat. Picking internal influencers (like top sales reps) and working together with them to show how Salesforce adoption helps drive. The Most Common Adoption Issues in Salesforce. When users are equipped with the necessary skills and knowledge, they become more engaged, embracing. A wide column in the lower left corner of your record pages provides maximum real estate for important data and features that users will need to access. Agent adoption rates for creating new knowledge is low. ) that enable all eight KCS practices. Make sure that your employees receive proper training and are familiar with all of the latest Salesforce features. Companies that use KCS methodology find that it provides many benefits. Article permission sets allow agents to participate in the article publishing process", "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. By Sofia Delpueche on May 31, 2023. By including them in the process, the transition to Salesforce becomes an exciting endeavor rather than a daunting task. Knowledge-Centered Service (KCS) is a methodology that changes how agents and managers think about knowledge. A good digital adoption platform is the perfect solution for making your entire software stack business process compliant. That means crucial sales information is saved right where they need it. Benefits of Salesforce Lightning to Level Up Your Business Dec 12, 2022 Streamline Real Estate Operations with TechnologyChoose 2 answers. Reduced issue resolution time " Study with Quizlet and memorize flashcards containing terms like Universal Containers in implementing the Salesforce Service Cloud. It’s not in doubt that Knowledge-Centered Service is a valuable way to approach your customer support operations. It focuses specifically on promoting the sales activities of an organization, providing various tools to manage and automate this process. Knowledge-Centered Support (KCS) delivers value for your business through self-service and call deflection, all while improving your product and services in the process. On-Demand Email-to-Case; Answer: B . 3. Aug 16, 2023. 4A few ways to do so include: Phasing out legacy systems. The image below explains how you can keep an eye on each of these with a balanced scorecard. Here’s how: 1. Merchandisers Have an Ace up Their Sleeve This Holiday Season: AI Francesca Liu. Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . 7/5. KCS principles put knowledge creation activities into the hands of the knowledge worker — the one who knows the answer. From 1999, when Salesforce was founded, our Technology & Products (T&P) team delivered like clockwork. Reduced issue resolution timeD . You need a successful implementation to reap all the benefits of knowledge-centered service. • Knowledge is set up in Lightning. Easy Incident Management. 20 – 40% improvement in employee job satisfaction. Integration of data from any source: whether it is data obtained by Salesforce or from third parties, with Experience Cloud you can integrate data from any source: such as leads, opportunities, cases, campaigns, orders, financial reports and custom objects. Choose 2 answers. Technique 2. Knowledge-Centered Service ( KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Salesforce Offers the SMAC Bundle: For a business to transition into a digital business, SMAC is the basis for its ecosystem. Unaware of the BenefitsSignificant benefits of Salesforce Service Cloud include-. The campaign included posters, games, and team-building activities. D. It enables businesses of all sizes to bridge digital gaps and work from anywhere in a short period. Currently, when a flag is created, we’re directing users to submit the suggestion to the article author. Here’s how: 1. In fact, researchers at the Pennsylvania School of Medicine indicate that the human retina can transmit data at roughly 10 million bits per second. Increased call. A knowledge article life cycle that is implemented correctly the first time and does not need to change KCS coaches conducted training with the Wave 1 TSEs, who were selected because of their enthusiasm and understanding of the benefits of KCS. B . As its name suggests, sales force automation, or SFA for short, is a function that automates various sales processes through software tools. Your CRM serves as a record of conversations, interactions, needs, notes, and contact information — an incredible advantage to winning customer-centric experiences. KCS v6 Adoption & Transformation Guide. You need a successful implementation to reap all the benefits of knowledge-centered service. Simplified collaboration. They don’t rely on employee memory and experience to solve customer problems. The required passing score of Service Cloud Consultant exam is 67%. Knowledge is power, especially when it comes to business. Optimized use of resources Correct Answer: C,D,E. Included is an explanation of KCS and Salesforce Knowledge, the value of and benefits to implementing Knowledge, a review of the major features of Knowledge, and the best practices for implementing and using Knowledge. Let’s take a look. So, while cloud adoption is happening, it is still just a small fraction of the overall government technology spending, meaning there is a long way to go in making the switch. Create a group of super users that will evaluate and manage articles. Question 1. Salesforce dashboards can measure how frequently users log in, conversations started in Chatter, and opportunities generated. Complexity to adapt and use. A CRM gives organizations the tools to streamline their operations, keep. Further information on potential factors that could affect the financial results of salesforce. However, it is always advisable to customize it. Create a Channel for a Custom Platform Event. Your company’s editorial team wants to remain the central hub for knowledge. The adoption and involvement of customer success for effective KCS implementations still has a long way to go before we see its widespread usage. CK has already enabled Knowledge Management. DevOps is growing in popularity in the Salesforce ecosystem, but for many teams it’s still a new concept. KCS verified enterprise knowledge management software. Adopting KCS involves changing the entire culture and mindset of an institution. Planning time and budget. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Salesforce for Outlook; D. The stakeholder benefits will be realized at three levels as the KCS practices become mature: Direct —operational improvements that are near term (3-9 months) Applied —new ways of delivering service and support enabled by KCS—for example, using knowledge that is created to power web-based self-service (6-18 months) Leveraged. Balance Scorecards. With SFA, sales representatives can dedicate more time to sell instead of carrying out administrative tasks. That’s where Lightning Knowledge can shine. Celebrating the most active Salesforce users. Maintained by the Consortium for Service Innovation, KCS methodology began in 1992 and updated to KCS v6 in 2016, which is also when the name changed from Knowledge-Centered Support to Knowledge-Centered Service. Content fine-tuning is a continuous part of KCS. Statistics suggest that the Salesforce CPQ platform enables 36% faster quote generation and results in 27% fewer invoicing errors. After initial training, every TSE was required to create one article within two days of the course so we could assess how much had been learned. RightAnswers improves customer service and IT support through knowledge management software and self-service portals that are KCS v6 Verified. Develop a knowledge base of the collective experience to-date. If, as part of our workflow, we can reuse, improve, and (if it doesn't exist) create knowledge that is available to the entire organization, we can make gains in our operational efficiency, increase success with self-service, and improve our. However, if you are already into it, you must start it right away without delay. The. If achieved, the KCS v6 Aligned designation will let potential clients know that your tool or service contributes to the implementation, adoption, and long term success of KCS v6 best practices. Also referred to as knowledge-centered services, knowledge-centered support (KCS) describes a process where support teams provide real-time customer, employee, and system support while also creating and maintaining documentation as part of the same process. It’s a strategic management performance metric that provides a comprehensive view of your KCS ecosystem’s health. Question #29 Topic 1. C . Salesforce automation (SFA) is a process that assists salespeople in selling more efficiently and effectively. Curtis’ former boss Beth spoke at an industry conference and, largely as a result of Curtis’ influence, she is a strong supporter of KCS. 6. 1. Recognize learning, collaboration, sharing, and improving. Dave’s KCS adoption experiences have made concrete contributions to the evolution of the KCS methodology. Increased call deflection C. Salesforce Certified Service Cloud Consultants are interested in demonstrating their expertise as cloud computing implem entation consultants; with a specialty in the contact center domain. 3. , whether they're looking for solutions to particular problems). Here’s how: 1. The KCS® v6 Adoption & Transformation Guide is the accumulation of over twenty years of adoption experiences by KCS Certified Trainers and the staff of the Consortium for Service Innovation. Recently FY23 made its appearance, an improved program packed with new benefits and updates. Before Salesforce CRM (Customer Relation Management) was done manually on excel sheets which were not effective in case of a large amount of data. One of the popular and powerful operations these days is Salesforce. . configuring Salesforce Knowledge to optimize KCS benefits, and take the certification exam - all in a single, two-day workshop. Data breaches are becoming increasingly common as cybercriminals constantly look for ways to compromise. Increased call deflection B. Get rid of the clutter, mostly by hiding things people don’t use and keeping labels intuitive: Hide unused tabs. Knowledge-Centered Service (KCS) describes a way of interacting with knowledge which enables teams to: and train new employees faster. Simplus. Managers of support teams who are using Salesforce Knowledge and doing KCS. Requiring the use of tools like Salesforce CPQ for deal approvals. KCS Benefits and Organizational Measures 3 | Page v1. Training your team is the most important element of your user adoption process. Ultimately, an efficient company can better serve its customers — that’s the greatest benefit of CRM software. KCS v6 Aligned Tools complement or enable a KCS Practice. Without knowledge centered support methodology, not only does. They have a wide range of responsibilities including platform maintenance, bug fixes, user training, process automation, etc. The Salesforce State of Sales reports found that connecting with customers requires a. The Salesforce State of Sales reports found that connecting with customers requires a. He has managed the KCS adoption within his support organization and been influential with product management for the ServiceCenter product in promoting KCS functionality and the KCS Verified program. B. The qualitative and quantifiable benefits of KCS principles are as follows: Optimize Usage of Resources. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. Add Live Agent to public-facing sites; C. We would like to show you a description here but the site won’t allow us. Increased call routing accuracy E. A CRM is customer relationship management technology that helps nonprofits, educational institutions, and businesses manage their relationships with current and prospective constituents, students, and customers. It is always the manager’s right attitude and leading by example that prove to eliminate user. Increased call deflection B. C . 3. Salesforce Lightning doesn't cost more than Salesforce Classic. Understand the timing of benefits. A cognitive search engine can help with that. The KCS article is the content, or knowledge, created by using the KCS methodology. While the benefits vary by department or industry, six benefits of CRM platforms that affect every user include: Trustworthy reporting. 4 KCS allows organizations to capitalize on one Choose 2 answers. Increasing KCS adoption by gaining buy-in from Engineers; Improving Article Quality and workflow adherence via a new KCS Coach program; Reducing. In this way, Salesforce automation testing assures software efficiency without manual intervention. Salesforce user adoption is the act of enabling a user to use SFDC’s full CRM capabilities by creating strategies around onboarding, training, and continued development – all to drive overall digital adoption. A . Hyperforce is Salesforce’s renewed infrastructure architecture, based on the consumption of public cloud services. It is important to have the right people to meet your goals. D. Our experts will define the core principles. Report. No supporting materials are allowed. Total 200 questions. A. Managerial efforts. Drag KCS Role and KCS Coach into the KCS section. Free Salesforce Service Cloud Consultant actual questions are avilable below. Article permission sets allow agents to participate in the article publishing process", "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. He has managed the KCS adoption within his support organization and been influential with product management for the ServiceCenter product in promoting KCS functionality and the KCS Verified program. Reports are always created within folders. Salesforce Certified Service Cloud Consultants are interested in demonstrating their expertise as cloud computing implem entation consultants; with a specialty in the contact center domain. When KCS works, the benefits in productivity, customer experience, and team happiness all create a winning business case. Benefits of KCS. KCS v6 Introduction. Knowledge-Centered Support is a methodology for collecting, organizing, and distributing support content to your customers. 1: Search Early Search Often. Self-Service Design Criteria. This is especially true when the AI pulls from CRM data and knowledge. Migrate open and closed cases with milestones and entitlements B. At a recent KCS in Action session, Kendall Brenneise and Dave Thomas, Senior Managers in the Digital Services Team at F5, shared the process they went. • A service leader who is engaged and committed to a successful outcome. com, inc. Technique 2. In this guide, we have attempted to capture the best we know to date on the techniques for embracing the core practices that make up KCS. C . Benefits of KCS v6 Aligned for the Vendor. Increased call routing accuracy D. Since knowledge creation and dissemination form an integral part of KCS, creating and sharing articles that directly answer customer queries becomes a piece of cake. Leverage the Wide Column on the Lower Left. Currently, Salesforce is growing its revenue at a rate of 23. Community Talks Ep 3: Role of Knowledge-Centered Service (KCS) and Self-service in the Community. While organizations measure adoption success with metrics based on attachment/link, edit, create and self-service success, the actual success needs to be tied to how ESSENTIAL has KCS behaviors. Note:KCS®️ is a ser. This ensures that they not only adopt Salesforce, but that they do. The administrator will work closely with leaders and subject matter experts to identify, develop, and deploy new business processes and be responsible for executing the day-to. The performance. Enable the Knowledge sidebar setting in the case support settings. 1. The data above reflects responses from 1,036 full-time sales employees and 1,023 full-time service employees. Dashboards that visually showcase data. It evaluates the dynamics and effectiveness of the team in closing deals which, without a doubt, is a high-value metric. 1 @2007 Consortium for Service Innovation Right to use with Attribution Abstract Successful adoption of the Knowledge‐Centered Support (KCS SM) methodology offers profound benefits for any information‐intensive service or support organization. Salesforce Certification Preparation for Service Cloud Consultant - CRT-261 Exam Practice Test. The easier Salesforce. 3q3Which three benefits can be expected from KCS adoption? Choose 3. Click Save. See KCS v6 Verified Tools for product suites (CRMs, Knowledge or Content Management Systems, etc. NEW QUESTION 107 Universal Containers wants toimplement 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 KCS adoption also makes it easier to identify recurring issues or any gray areas that need improvement. Long-time users of the Classic version will be able to switch to. Ursa Major needs tools to support its new way of working. Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus. 1. Salesforce adoption is an important step for any business. Viewing questions 29-32 out of 155 questions. Knowledge lies at the heart of every service desk. Appointment of a Salesforce executive sponsor. How to Adopt Salesforce Lightning Quickly and Efficiently. Set Up Your Data Your Way. KCS v6. Salesforce benefits include: Comprehensive CRM: Salesforce offers a complete customer relationship management platform to track interactions, sales, and marketing. Reveal Solution Discussion. High performing for dependable interactions. Among them, Rolim et al proposed a cloud-based system to automate the process of collecting patients’ vital data. When done right, it integrates development and operations teams and offers numerous benefits, including better collaboration, faster release cycles and. . Thoughts on taxonomy,. Scalable and Flexible: Salesforce adapts to businesses of all sizes and can be customized to specific needs. Create an API Destination and Connection in EventBridge. Inevitably, this poor user adoption leads to. Optimize Article Search and Quality Audits. Make it FUN. It’s the marketplace for all things Salesforce, including apps, Lightning components, and more. . Want to Know How to Inculcate KCS in Teams With Cognitive Tech?Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform. com products, and utilization and selling to larger enterprise customers. Similar to problem management, KCS focuses on getting in-depth. • Knowledge is set up in Lightning. The KCS® methodology is a registered service mark of the Consortium for Service Innovation. C. The KCS Principles course, when delivered as an on-site. Kcloud Salesforce Partner specialize in helping organizations maximize the benefits of Salesforce products and services. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Whether your project is being led by Salesforce Services, your internal team, or with an implementation partner, Salesforce User Adoption Services can custom-build a program to meet the needs of your implementation. Use simple, common sense names for custom fields. Invite Marketing and Human Resources. With KCS, it is easier for new agents to get familiar with your customer. Next up, determine which process you will follow. Create a Salesforce Training Folder. Benefits of KCS. But after the initial kick-off, many firms leave the knowledge management programs hanging. Track Leads and Prospect Information. See KCS v6 Aligned Services for KCS professional services or KCS Coach Services that support KCS adoption and success. 14. Lightning Platform Home Page. What Led to the Development of KCS? KCS Principles; Why Do You Need KCS? What Are the Benefits of KCS? Unit 2: The KCS Principles and Core Concepts. Reduced support channels E. Present the KCS methodology in the context of the business challenges it solves; Be demand driven when seeding knowledge; In an HR context, focus on questions and answers instead of policies; Benefits. Salesforce Service Cloud and Knowledge are KCS v6-Verified. Combine your current process with the KCS best practices. Increased call deflection B. Reduced issue resolution time Salesforce CRT-261 exam is designed for individuals who have experience designing Service Cloud solutions and are preparing to take the Salesforce Service Cloud Consultant Certification exam. 3. As part of Salesforce’s comprehensive process of continuous improvement, the partner program went through a deep review in 2019 and was re-launched in 2020. We have found that organizations. Capture, Reuse, and Improve Knowledge with Each Case – The KCS methodology benefits organizations that want to reduce costs, speed case resolution, elevate agent productivity while reducing turnover, and identify new sales opportunities resulting from support interactions. In the case of Salesforce Lightning, though, the benefits of adoption far outweigh the costs. The company has more than 150,000 customers, and more than 20% of the overall CRM market. The Consortium is a not-for-profit think tank focused on customer engagement. Knowledge-centered service is the continuous generation of demand-driven and self-improving knowledge by many as a by-product of solving customer issues. And, before embracing knowledge-centered service (KCS), it was something that lived entirely in the minds of the agents and customer service. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. Integrating use of the knowledge base into the knowledge workers' workflow is a Core Concept of KCS. Git-based development – a common gold standard all over the software development world for decades – has finally arrived in the mainstream of Salesforce. Health insurance benefits, vacation policy, retirement benefits and more. Salesforce DevOps essentially refers to applying DevOps principles and practices to the development and deployment of applications and customizations on the Salesforce platform. However, there are cultural challenges to implementing KCS in your. Another element of the leadership model is the reward and recognition program. So Ada meets with her Salesforce admin, Maria Jimenez, to talk about how to add functionality to Service Cloud and Lightning Knowledge to help the KCS program succeed. Additionally, DevOps emphasizes collaboration and communication between teams, which can help to reduce. Activate the Partner Event Source in Amazon EventBridge. Additionally, KCS provides insight into which questions are being asked the most, and identifies recurring problems so we can remove them from the. Define Objectives and Goals: Before implementing Salesforce, it’s crucial to clearly define your objectives and goals with proper Salesforce implementation strategy. Take advantage of these benefits for an added support system as you find the right balance for yourself and your family. non-salesforce. It’s what we pass along to customers when we walk them through a fix. -Reduced issue resolution time. Define adoption. Companies that use KCS methodology find that it provides many benefits. If, on. Salesforce is repeatedly rated the #1 CRM, but mastering its features and getting employees to adopt it is easier said than done. On-Demand Email-to-Case; Answer: B . AppExchange is the Salesforce store. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. Read More. 3. 30 – 50% rise in the first contact resolution. A . 70% enhanced time to proficiency. Present the KCS methodology in the context of the business challenges it solves; Be demand driven when seeding knowledge; In an HR context, focus on. The same study found a 20-30% increase in employee retention and a 20-40% improvement in employee job satisfaction among customer support employees using the KCS methodology. A knowledge article life cycle that is implemented correctly the first time and does not need to change B . A few ways leadership can show support for Salesforce adoption include: Using Salesforce Chatter. Salesforce adoption measures the extent to which users have incorporated Salesforce into their day-to-day tasks. Salesforce. 22. Learn how to optimize Salesforce Knowledge for your customers. You need a successful implementation to reap all the benefits of knowledge-centered service. The newly launched Salesforce app will help you to unlock real-time service and sales data to make better, faster and smarter decisions. A company has implemented Salesforce Service Cloud. That means Salesforce has undergone a rigorous certification process to make sure that it supports everything an organization requires to implement KCS methodology. Using a data dictionary for Salesforce has many benefits across your organization. Simplified collaboration. Customers have increased confidence in support and improved response from support. If you are keen to adopt Salesforce CPQ (Configure-Price-Quote) software to enhance business opportunities, then you’re surely making the correct choice. It helps to generate more substantial leads. Join us to learn how exposing knowledge increases agent efficiencys and has allowed Docusign to scale its global. An effective coaching program will shorten adoption time. 70% enhanced time to proficiency. Many previous studies reported the potential benefits of cloud computing and proposed different models or frameworks in an attempt to improve health care service [28-35]. Create an EventBridge Rule and Connect it to the API Destination. 1. When we talk about Salesforce adoption, it means a company (your company) has Salesforce, and someone (you) wants to make sure the end users (your sales reps) use it. Technically quantifiable and qualitative benefits are unfolded by leveraging KCS. Increased call routing accuracy. 2.