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By Salesforce · Question Mode

QuestionQ60

Knowledge Management

Universal Containers is evaluating an implementation of Knowledge-Centered Support (KCS).

Which benefit is expected from adopting KCS?

  • A Reduced issue resolution time
  • B Reduced need for self-service
  • C Reduced administrative overhead
Explanation

Knowledge-Centered Support captures and reuses support knowledge as part of resolving cases, helping agents locate validated solutions faster and thereby reducing issue resolution time.

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