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By Salesforce · Question Mode

QuestionQ52

Knowledge Management

The Universal Containers (UC) customer support organization has adopted Knowledge-Centered Support (KCS) in its call center. However, call center management believes that support reps should contribute new Knowledge articles more frequently.

What should UC do to resolve this situation?

  • A Measure and reward support reps based on the number of new articles submitted for approval.
  • B Measure and reward support reps based on the number of new articles approved for publication.
  • C Require support reps to check a box on the case when submitting a new suggested article.
Explanation

KCS performance management should reinforce the support representative behavior the organization wants to increase: contributing new knowledge. Measuring and rewarding articles submitted for approval directly encourages representatives to capture and share knowledge, without making their reward dependent on a separate approval decision.

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