Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents.

Vendor: Salesforce
Product: Service-Cloud-Consultant
Update on: Jan 2, 2026
Questions: 290

Salesforce Service-Cloud-Consultant Question Answer

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.

What should a consultant recommend that CK do next?

Allow agents to create and publish articles independently.

Use the Search Activity Gaps dashboard component.

Detach articles from cases to reset statistics.