A . managers need to understand what KCS is, what the benefits are, and why the organization is adopting it. 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. 7) Boosting user adoption. They don’t rely on employee memory and experience to solve customer problems. To achieve. Handle customer requests using the Knowledge-Centered Service methodology. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Article permission sets allow agents to participate in the article publishing process", "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. “Culture change is never easy,” Wymar observes. 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. Maria goes to Ada Balewa’s user record and selects her KCS role (KCS Publisher) and KCS Coach (Zhang Wei). Article permission sets allow agents to participate in the article publishing process", "1/3 Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Optimized use of resources View Answer Answer: C,D,E Prev QuestionNext Question Latest Service Cloud. 6. Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. DevOps is growing in popularity in the Salesforce ecosystem, but for many teams it’s still a new concept. Full digital adoption, or learning to use Salesforce to its maximum potential, can greatly boost the. Category: Technology. 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. That’s where Lightning Knowledge can shine. Benefits of KCS. Pro Tip from the Benefits Team: Salesforce provides resources to help you navigate parenthood from pre-birth/adoption through age 12. 647 views. The key benefits of Salesforce training include the following: Improved User Adoption and Engagement. Requiring the use of tools like Salesforce CPQ for deal approvals. Digital revolution transforms the way companies do business, add value and engage with their customers. KCS. 5. The most important benefits of CPQ software, however, are the proven increase in revenues and decrease in costs. Four Reasons to Pick a non-KCS Approach: Your company has restrictive policies for content creation and publishing requiring clear approval workflows. One of the key pieces of the plan is to configure Lightning Knowledge to support agents when Ursa Major adopts KCS methodology. While it provides a step-by-step approach for planning a KCS adoption, it is not intended to be "the only. 10 Tactics to Improve Salesforce Adoption. 1 Complete Stakeholder Involvement. - NOT something done in addition to solving problems; rather it becomes the way problems are solved. No supporting materials are allowed. 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. The prime four constituents of KCS are employee, customer, financial, and process. Optimize Article Search and Quality Audits. Increased call routing accuracy C. Total 200 questions. While a KCS Coaching program is a critical part of a successful KCS implementation, getting support from leadership for an adequate KCS Coaching program is often a challenge. Benefits of KCS. Send out a monthly survey to customers requesting feedback. Without knowledge centered support methodology, not only does. If you are keen to adopt Salesforce CPQ (Configure-Price-Quote) software to enhance business opportunities, then you’re surely making the correct choice. If you haven’t heard of Knowledge-Centered Service, then you might have heard of its previous name – Knowledge-Centered Support. Ask questions, stay updated, and share best practices with other trailblazers. Increased call deflection C. Reduced first contact resolution. An effective adoption strategy can minimize downtime and productivity lags. 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 answersKCS adoption also makes it easier to identify recurring issues or any gray areas that need improvement. Intended for: Managers, Sales Executives. Technique 1. Which three benefits can be expected from KCS adoption? Choose 3 answers A. SMAC refers to social, mobile, analytics, and cloud, and Salesforce comes with all of them. The Salesforce Certified Consultant has 2–5 years of experience designing and implementing service solutions and has developed the skills outlined below :There are also benefits to the job satisfaction and retention rates of support employees. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. But after the initial kick-off, many firms leave the knowledge management programs hanging. Join us. As its name suggests, sales force automation, or SFA for short, is a function that automates various sales processes through software tools. Question 1. This supplements the Getting Started: Service Cloud: KCS in Lightning session. KCS coaches play a major role in the overall process adoption. Create a Strategic Framework. When users are equipped with the necessary skills and knowledge, they become more engaged, embracing. 3. Dashboards that visually showcase data. They should take the. A knowledge article life cycle that is implemented correctly the first time and does not. We rely on the Knowledge-Centered Service, or KCS, methodology to build up our knowledge base. 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. Some organizations choose to adopt KCS because they need to scale and. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Content fine-tuning is a continuous part of KCS. Optimized use of resources B. Create a Salesforce Training Folder. As the Hyperforce cloud partner for Australia and New Zealand, AWS enables Salesforce to expand quickly and meet local data storage requirements. KCS Adoption Guide 2012 Consortium for Service Innovation 2 Table of Contents Introduction. B . Some of these are:. Technique 3. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. The frequency and quality of our Solve Loop activities dictates the level of benefit we will realize. . This improves the success and quality of your company’s collective knowledge. Customize Your Salesforce Org. Shift4Shop. Next up, determine which process you will follow. Let’s start with a common scenario: “Hi, manager, I’m trying to put together a report on the average portfolio amount by account but can’t find it. The challenges of KCS. Create a Service Cloud console and enable the Knowledge sidebar on the case page layout. There are four main reasons for it. 8 Manage Change Wisely. The platform has a higher annual cost with a 3-5 year contract, and an implementation can easily cost upwards of $250K. KCS verified enterprise knowledge management software. Design your training strategy. Lightning Platform Home Page. Which three should a Consultant recommend? Choose 3 answers. November 8, 2022 – 9:00 am – 10:00 am Pacific Standard Time. 30 – 50% rise in the first contact resolution. Recognize learning, collaboration, sharing, and improving. KCS Coaches are the change agents within the support organization; they model and promote the behavior change required for a successful KCS adoption. By Simon Breslaw. Knowledge Article Number. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Reduced issue resolution time. 6. Planning time and budget. Whether you are facing an unplanned. Track lead conversion. Technique 3. Salesforce adoption is an important step for any business. Which two benefits can be expected from KCS adoption? Choose 2 answers A. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. C. Provide ongoing support and resources to users, including access to training materials, FAQs, and a responsive support team. Drag KCS Role and KCS Coach into the KCS section. Learn how to optimize Salesforce Knowledge for your customers. Reduced first contact resolution. Here’s how: 1. Benefits of Learning Salesforce in 2023. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Optimized use of resources B. It opens the door to automation, which accelerates development and release cycles to allow Salesforce teams to build, test and ship code and configuration faster. The Process Adherence Review (PAR - formerly called Process Integration Indicators or PII) enable us to assess how often and how well we follow. The adoption and involvement of customer success for effective KCS implementations still has a long way to go before we see its widespread usage. Optimized use of resources Correct Answer: C,D,E. 2 Dedicate Enough Time For Training. G2 Review Rating: 4. A manager has noticed an increase in average case age. Content fine-tuning is a continuous part of KCS. Trustworthy Reporting. Which two benefits can be expected from KCS adoption? Choose 2 answers A . There is a standard process for KCS, but that doesn’t mean that you have to follow that process to the letter. There is a standard process for KCS, but that doesn’t mean that you have to follow that process to the letter. Make sure that your employees receive proper training and are familiar with all of the latest Salesforce features. Vacation & Time Off Benefits. 20 – 40% improvement in employee job satisfaction. Merchandisers Have an Ace up Their Sleeve This Holiday Season: AI Francesca Liu. KCS v6 Adoption & Transformation Guide. 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. Choosing the best sequence of implementation stages. Know your product. Increased call routing accuracy D. Viewing questions 29-32 out of 155 questions. KCS allows people to focus on solving new problems. The best tech writers partner with project, product, marketing, engineering, and customer support teams to create strategies and content that help customers and internal teams succeed. Limitations With Salesforce In-App Guidance. Embed Salesforce Experts in your team. 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. KCS v6 Introduction. Digital revolution transforms the way companies do business, add value and engage with. Facilitated by Jennifer Crippen from DB Kay & Associates and featuring Ryan Mathews from NetApp, Jacob. Salesforce conducted a generative AI survey in partnership with YouGov May 18 – 25, 2023. 10 Tactics to Improve Salesforce Adoption. Enable Omni channel in setup. Extend Salesforce with Clicks, Not Code. Recognize the key trends, relevant. While the basic concepts are quite simple, adoption of the methodology is not. CK has already enabled Knowledge Management. Reveal Solution Discussion. But instead, the focus. Salesforce is a powerful and flexible platform, but this can also make it complex to implement and customize. Plus, you’ll get the search analytics you need to take your KCS. And, before embracing knowledge. -A knowledge article life cycle that evolves based on usage and demand. 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. 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. You need a successful implementation to reap all the benefits of knowledge-centered service. Less Investment in New-age Technology: The primary objective of the KCS methodology is to populate new articles and update the existing ones regularly. The deliverables from the KCS Design Session include: Strategic Framework – Describes how the benefits of KCS align with or contribute to the company’s high-level goals and objectives. KCS methodology was developed by the nonprofit Consortium for Service Innovation, and it strives to. Which two benefits can be expected from KCS adoption? Choose 2 answers. Each candidate has 105 minutes to complete all the questions. Which three benefits can be expected from KCS adoption? Choose 3 answers A. Coaching is how we increase the speed of adoption and maximize the benefits. The Aligned KCS Coach Development Workshop helps coaches learn the skills they need to encourage, inspire, and support change. Resolve cases with Knowledge-Centered Service. Secure and highly. By Sofia Delpueche on May 31, 2023. The longer-term benefits are in new areas of value creation and therefore require new value-based measures. This application allows customers to either use the standard features or customize them according to their needs. ~15 mins. Increased call routing accuracy C. This guide is an invitation to success. Salesforce (Best operational CRM tool overall) Salesforce, an industry giant, provides a full-fledged operational CRM. With instant access to vital information, they can solve customer problems in a heartbeat. Further, the applicant will receive license to use the KCS service mark and be able to use the KCS. B . -Reduced issue resolution time. It’s the marketplace for all things Salesforce, including apps, Lightning components, and more. Get Buy-in from the Top Down. Knowledge-Centered Service (KCS) is an IT service delivery and support capability that focuses on knowledge as a key asset of the IT support organization. KCS helps in extending and scaling support capabilities and simultaneously reducing the staffing and budgetary resources. A KCS Design Session is an important step to. Simplified collaboration. They will align with your technical objectives and provide personalized roadmap guidance. User-Friendly. RightAnswers is the complete connected knowledge management solution that uses AI and machine learning to improve the user and customer experience by enabling organizations to create a trusted knowledge sharing culture. Using a Salesforce Mobile app, producing leads is simple as several insightful functionalities are incorporated into it for better sales operations. Outreach is compatible with Salesforce Aloha and Lightning. 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. 2. (opens in new window) Format and Pricing: $650 proctored exam of about 36 fill-in-the-blank questions with a 90 minute time limit. While it provides a step-by-step approach for planning a KCS adoption, it is not intended to be "the only. Improved messaging with automation. Through this 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 a single, two. This way workers can capture the context and intent of the requestor. KCS can help organizations identify knowledge gaps and areas for improvement in their products or services. 3. The company is best known for its Salesforce customer relationship management ( CRM) product, which helps companies easily track customer communications and nurture leads. 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. When you use Salesforce Contact Roles, you’ll see a variety of benefits that will make your sales effort produce better results: Identify all players involved in a prospect’s buying process. Design Session Deliverables. KCS coaches play a major role in the overall process adoption. Anticipated to be accretive to CN’s Adjusted Diluted EPS 1 in the first full year following CN assuming control of KCS. Maria sets up the other agents on Ada’s list, too. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to. Your company’s editorial team wants to remain the central hub for knowledge. Salesforce DevOps essentially refers to applying DevOps principles and practices to the development and deployment of applications and customizations on the Salesforce platform. Increased call routing accuracy D. Another element of the leadership model is the reward and recognition program. Which three benefits can be expected from KCS adoption? Choose 3 answersA . The interfaces cost the same, starting at $25 per user, per month. A huge number of agents, making training and. 1. The KCS article is the content, or knowledge, created by using the KCS methodology. 4 The Final Word. Stage 2: Develop. Knowledge-Centered Service (KCS) is a methodology that changes how agents and managers think about knowledge. Community Talks Ep 3: Role of Knowledge-Centered Service (KCS) and Self-service in the Community. The company has more than 150,000 customers, and more than 20% of the overall CRM market. . We’ll take a look at six data dictionary benefits below. KCS is NOT something we do in addition to solving problems, rather KCS becomes the way in which we solve problems. Set Up Your Data Your Way. As we reach the end of 2023, nearly every industry is undergoing a collective transformation – discovering entirely new ways of working due to AI advancements. The ideal approach to creating an adoption strategy for Salesforce is to start it at the very first point. 4A few ways to do so include: Phasing out legacy systems. Page: 1 / 20. Question #: 64. 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. Coastal Cloud’s Salesforce proficiency is built on a team of experienced Salesforce leaders with an average of 20+ years navigating the Salesforce platform across core industries such as education, financial services, energy and manufacturing, healthcare, and retail. 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. Provide of personalized. The purpose of QuickStart Solutions is to give businesses a quicker and more affordable option to adopt Salesforce Revenue. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. You need a successful implementation to reap all the benefits of knowledge-centered service. Conducting online sessions,. 6. How to Adopt Salesforce Lightning Quickly and Efficiently. Currently, Salesforce is growing its revenue at a rate of 23. Cloud-based: Accessible from anywhere, with automatic. Knowledge-Centered Service (KCS) describes a way of interacting with knowledge which enables teams to: and train new employees faster. Three out of five workers (61%) currently use or plan to use. Migrate open and closed cases with milestones and entitlements B. 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. At Defcon 2017, two members of Salesforce’s “Red Team” of offensive security experts were scheduled to present (under their Twitter handles rather than their professional names) details of their newly developed security tool, Meatpistol. In v6, the internal. Engage with the Trailblazer Community. Request a demo Request a Meeting. Docked prompts are great when users need to refer to content while exploring a feature on their own. Increased call deflection B. • Knowledge is set up in Lightning. To get people to buy into the change, the university created a marketing and communications plan to highlight the benefits of KCS. On the article, there’s a “KCS Flag” section where users can create a new “KCS Flag” record. Service Cloud: Using Knowledge-Centered Support (KCS) with Salesforce Knowledge Greg Oxton, Consortium of Service innovation, Executive Director Catherine Gabrieli, PTC, Senior Manager, Support Operation . Telling and showing your employees why you’re making such a big change will help get them on board. 1. 87% adoption rate among 13,000 employees; 524 out of ~900 articles created “justin-time” 10% linking/reuse rate configuring Salesforce Knowledge to optimize KCS benefits, and take the certification exam - all in a single, two-day workshop. Creating a Salesforce adoption strategy is a complex process that, in adverse cases, leads to poor Salesforce process. One of the popular and powerful operations these days is Salesforce. Latest Technology Adoption. AppExchange is the Salesforce store. Higher Earning PotentialKCS Measurement Matters The Benefits and Organizational Measures of Knowledge-Centered SupportKCS is a proven methodology based on 4 principles and 10 core concepts. Simplus. Take food versus knowledge, for example. Most leadership teams need to rework their programs. Optimized use of resources Answer: C D E QUESTION 3 Choose 2 answers. See KCS v6 Verified Tools for product suites (CRMs, Knowledge or Content Management Systems, etc. . Increased call routing accuracy D. Extending ideas in the KCS v6 Practices Guide and the KCS v6 Adoption & Transformation Guide, this paper helps KCS leaders: Identify the appropriate measures and indicators for each phase. Which three benefits can be expected from KCS adoption? Choose 3 answers. 1: Use A Simple Template. Increased call routing accuracyC . Kcloud Salesforce Partner specialize in helping organizations maximize the benefits of Salesforce products and services. 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. It helps to generate more substantial leads. Why it matters: 45% of executives are increasing AI investments and early adopters are already reaping the benefits, freeing over 30% of employee time to drive revenue growth, cut costs, and deliver high-quality customer experiences and interactions. Ultimately, an efficient company can better serve its customers — that’s the greatest benefit of CRM software. -A knowledge article life cycle that is implemented correctly the first time and does not need to change. Route to agents staffing the assigned overflow queues. ; Content Standard – Describes the structure or format of an article, the intent of each of the fields, recommendation on the. Some of the benefits offered by the AppExchange partner program, according to each category, can be: Design and develop. User adoption indicates how well the Salesforce Admin (and development teams) have configured and customized Salesforce to fit the organization’s unique needs. Salesforce in-app guidance is tremendously helpful, however, there are a few challenges that need to be addressed. 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. KCS principles put knowledge creation activities into the hands of the knowledge worker — the one who knows the answer. Step 3: Design your KCS process. Using a data dictionary for Salesforce has many benefits across your organization. In fact, the benefits the organization will achieve are directly proportional to the time they invest in coaching. This is designed to offer customers a more powerful and easily scalable. Salesforce benefits include: Comprehensive CRM: Salesforce offers a complete customer relationship management platform to track interactions, sales, and marketing. Unaware of the BenefitsSignificant benefits of Salesforce Service Cloud include-. Education Cloud offers educational institutions technologies and applications that allow them to fully exploit the most popular Salesforce products according to their specific needs. • Lightning Knowledge is enabled. Picking internal influencers (like top sales reps) and working together with them to show how Salesforce adoption helps drive. Learn more. 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. Optimized use of resources Answer: CDE NEW. D. Determine what you aim to achieve, whether it’s improving sales, customer service, or marketing efforts, and create a list of specific. Knowledge-Centered Support is a methodology for collecting, organizing, and distributing support content to your customers. 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. 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. Twitter. • Service Cloud license. Technically quantifiable and qualitative benefits are unfolded by leveraging KCS. 1. Over time, it improves customer experience, reduces employee attrition, and reduces training time for new employees. . com products, and utilization and selling to larger enterprise customers. 3q3Which three benefits can be expected from KCS adoption? Choose. 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. Reduced support channelsE . Install Knowledge Base Dashboards and Reports AppExchange package. You need a successful implementation to reap all the benefits of knowledge-centered service. A. Read More. The company has more than 150,000 customers, and more than 20% of the overall CRM market. • A service leader who is engaged and committed to a successful outcome. Providing apps like S-Docs for automated quote, proposal, and invoice creation. Increased call deflection C. May the (Sales)force Be with You. Alation’s KCS journey is valuable to companies starting their KCS journey as well as those trying to improve their existing KCS program. Salesforce adoption measures the extent to which users have incorporated Salesforce into their day-to-day tasks. Here are a few examples: 1. Increased call deflection B. KCS challenges traditional practices in how we think about organizational structure, process and measurements. Salesforce Offers the SMAC Bundle: For a business to transition into a digital business, SMAC is the basis for its ecosystem. KCS Measurement Matters The Benefits and Organizational Measures of Knowledge-Centered SupportCloud computing offers modern businesses flexibility, efficiency, scalability, security, increased collaboration and reduced costs. It’s a strategic management performance metric that provides a comprehensive view of your KCS ecosystem’s health. Thoughts on taxonomy,. You can move the reports that you have created from one folder to another. Data breaches are becoming increasingly common as cybercriminals constantly look for ways to compromise. In designing the self-service capability there are five key enablers we have observed about successful self-service models: Findability - Findability is driven by three things (all of which are enabled by KCS): context, structure, and rich environment statements. Health insurance benefits, vacation policy, retirement benefits and more. A critical first step in starting. Recognize the High-Performers. Study with Quizlet and memorize flashcards containing terms like Universal Containers is considering a Knowledge -Centered Support (KCS) implementation. Question #63 Topic 1. However, there are cultural challenges to implementing KCS in your. 1. They have a wide range of responsibilities including platform maintenance, bug fixes, user training, process automation, etc. It is a framework for collecting, structuring, reusing, and improving knowledge consistently to leverage it for maximizing support outcomes. Determine how your content will be updated and remain relevant to maintain trust scores and reduce escalation rates. KCS v6 Aligned Tools complement or enable a KCS Practice. Involving your sales team in the decision-making process assures that you’ll end up with a product that mutually benefits both the management and selling side of things. Route to agents with the most capacity to take on new work. Adoption: Salesforce covers up to $10,000 in adoption-related expenses, including fees, travel, medical expenses, and more. Salesforce’s new advancements put AI to work for millions of CRM users,. Articles CANNOT be published until they are reviewed and validated by a qualified author. 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. It enables businesses of all sizes to bridge digital gaps and work from anywhere in a short period. 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. Recognize, reward, and repeat: Recognize and reward your employees’ achievements during the Salesforce adoption process. The KCS Continuum - The evolution of KCS in a given environment. KCS v6 Introduction. Optimized use of resources, The contact. Make compensation dependent on reports in Salesforce. 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,. Customers have increased confidence in support and improved response from support. Consider incentivizing active and effective use of the platform to set your organization up for a culture of commitment to this new, valuable tool. Sabbatical. 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. By tracking all communication with the customers, CRM helps sales people to know exactly when customers need to be contacted; for example, for product replacement, contract renewal, or for an upsell to a new product or service. Differences Between Manual and Automation Testing. Paid holidays. Optimized use of resources B. Seamless New Agent Onboarding. As organizations continue to adopt Salesforce, the demand for certified professionals grows.