Salesforce Certified Service Cloud Consultant — Question 10

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? (Choose three.)

Answer options

• A. Increased call deflection
• B. Reduced support channels
• C. Reduced issue resolution time
• D. Increased call routing accuracy
• E. Optimized use of resources

Correct answer: A, C, E

Explanation

The correct answers A, C, and E highlight key advantages of KCS, such as enhancing call deflection, speeding up issue resolution, and optimizing resource usage. Option B is incorrect because KCS typically encourages the use of multiple support channels, while D is not a primary benefit of KCS, which focuses more on knowledge sharing than call routing accuracy.