KCS v6 Aligned Tools
KCS v6 Aligned tools complement or enable KCS practices.
See also: KCS Aligned Services
The more stringent KCS v6 Verified Tools is for larger product suites (CRMs, Knowledge or Content Management Systems, etc.) with a complete set of capabilities required to enable KCS.
Learn how to get KCS v6 Aligned or get KCS v6 Verified.
Coveo brings relevance to all your digital interactions. With AI purpose-built for content discovery, Coveo cuts through the noise to deliver the best content in search and recommendations, from any source, to any channel, so you spend less time searching and more time solving. With Coveo for Salesforce Service & Experience Clouds, agents can quickly search across repositories, get recommendations based on case context, and view stitched-together customer journey insights directly within their workspace. Robust omnichannel dashboards, search reports, and content gap analytics give knowledge managers insight into how they can continuously improve content across all repositories, without jumping from one to another. Out-of-the box connectors make it easier to get started and get more value from your Salesforce experience faster. With Coveo, you will be able to understand customer behaviors, resolve issues faster and deliver a seamless self-service experience across clouds and channels.
Watch now: Best Practices for KCS Success with Tyler Technologies | Slides
SearchUnify is a KCS v6 Aligned, unified cognitive platform, built on the core of machine learning and an insights engine, that powers intelligent cognitive search and next-gen applications that help elevate customer support & self-service. Fueled by the underlying cognitive core, SearchUnify’s KCS Enabler promotes the continuous generation of demand-driven knowledge by leveraging ML-driven auto-population to help agents create a knowledge article in KCS recommended templates, as they’re responding to a case. This empowers support teams to capture their expertise on known issues. Fueled by an insights engine, KCS Enabler also comes with dedicated reports to help support managers measure content performance and quantify KCS success. SearchUnify has an in-house team of KCS experts and practitioners, accredited by the Consortium for Service Innovation.
Watch now: Reducing Customer Time to Value presented by SearchUnify
Conduct your Organizational Network Analysis with ONA by VisionWillow.
As part of our service, ONA by VisionWillow allows:
- Custom questions with weight
- Bulk-upload of all participants in scope
- Auto-send survey
- View response progress and auto-send reminders
- End report shows network drawing and top x list of names with strongest connections
- Underlying survey data is never shared with customer and automatically deleted after 48 hours to safeguard privacy
- Easily repeatable by reusing config of previous ONA
xFind removes the blind spots from enterprise knowledge and customer interactions, in order to drive business growth and make your knowledge work for you!
xFind runs a deep analysis of all enterprise information and automatically surfaces or generates relevant knowledge and insights based on the specific user need – solving a support case, detecting topical trends or a customer self-serving their question or issue.
By providing knowledge precisely and automatically to users, xFind enables teams a simpler integration of the KCS methodology and techniques into their work process.
Yext centralizes all of a business’s support-related content, structures it for use in every digital channel, and then makes it findable on websites, apps, chatbots, and third-party search engines. Simplified self-service options provide users with immediate access to information from across the enterprise, resulting in fewer tickets, faster resolution, and happier customers. Companies of all sizes, from local small businesses to the world’s largest enterprises, trust Yext to connect customers and employees with the knowledge they need — whenever and wherever it matters most.
Watch now: KM Outcomes: Findability vs. Discoverability presented by Yext
The fact that the listed products have achieved the KCS v6 Aligned designation does not relieve the buyer of doing due diligence.
KCS Aligned & Verified Vendor Series
KCS Aligned Vendor Series with SearchUnify: Voice of Customer Driven Service & Product Improvements
Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and ultimately improving…
KCS Aligned Vendor Series with Coveo: Best Practices for KCS Success
A big thank you to Patty Leino from Tyler Technologies for the very informative presentation and also thanks to Coveo, our KCS v6 Aligned Tool Vendor for helping to organize…
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