A retail company wants to reduce case volume and improve customer satisfaction by deflecting common issues before they reach agents. They have 2,000 frequently asked questions about returns, shipping, and product specifications. Currently, 35% of inbound cases are simple refund requests that agents spend 3 minutes resolving each.
You must recommend how to structure Knowledge articles and configure the solution. Which approach best balances effectiveness and maintainability?
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Correct Answer:
B
Correct Answer: Organize articles by topic using article types and categories; implement a guided search experience in the portal; use a phased deflection strategy with case deflection rules for high-volume, simple return cases while allowing complex returns to reach agents for review.
This answer reflects Knowledge Management best practices and the exam's focus on KCS methodology and case deflection strategy design. Organizing by topic with article types and categories creates a maintainable structure that grows sustainably. Guided search improves user experience. A phased deflection strategy (deflecting only high-confidence, simple cases) balances automation benefits with the need for agent judgment on complex scenarios. This approach avoids over-automation and ensures the knowledge base remains current.
Why other options are incorrect:
- One master article: Creates a poor search and navigation experience; difficult to maintain; doesn't leverage article organization capabilities.
- All 2,000 as separate articles with full automation: Creates massive maintenance burden; over-deflection damages customer experience when articles don't perfectly match customer questions; violates KCS principles of sustainable knowledge.
- Top 50 only: Misses deflection opportunity; doesn't align with the stated business goal of reducing case volume for the 2,000 identified FAQ topics.
