Which two benefits can be expected from KCS adoption if universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology?

A. A knowledge article life cycle that is implemented correctly the first time and does not need to change.

B. A knowledge article life cycle that evolves based on usage and demand.

C. Reduced issue resolution time

D. Reduced first contact resolution.

Question

Cassius

Computers & Technology

12 August, 03:27

Which two benefits can be expected from KCS adoption if universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology?

A. A knowledge article life cycle that is implemented correctly the first time and does not need to change.

B. A knowledge article life cycle that evolves based on usage and demand.

C. Reduced issue resolution time

D. Reduced first contact resolution.

+2

Answers (1)

Know the Answer?

Emma Wilkerson · Answer 1

B. A knowledge article life cycle that evolves based on usage and demand.

Explanation:

As new information is gathered on the product and the type of issues that customers encounters, the knowledge article can be updated to inform the customer on how to handle their problem.