KCS v6 Aligned Tools

Through the KCS v6 Aligned program, vendors demonstrate that their product or service supports an element of the KCS methodology or adoption process. To be KCS v6 Aligned the product or service must comply with the KCS v6 Aligned standards.

The KCS v6 Aligned designation is a sister to the comprehensive, more stringent KCS v6 Verified designation that is designed for larger product suites such as Customer Management, Knowledge Management, or Enterprise Content Management Systems.

KCS v6 Aligned Tools

Acrolinx v2020.10

Acrolinx is an AI-powered platform that helps you write better content, faster, and deliver strategy-aligned content at scale. Acrolinx encourages the adoption of KCS® by helping knowledge workers follow KCS content standards with real-time guidance while they’re writing. Boost customer self-service with knowledge articles that are findable, readable, and concise. With the option to automate article checking and scoring, you can implement KCS across your entire organization and watch how content evolves. Acrolinx connects teams across different departments to write knowledge articles that align with your organization’s content standards, including consistent use of tone, style, and terminology. Detailed Analytics Dashboards help you track the performance and health of your knowledge base and prioritize which articles to improve.  Learn more.

Coveo for Salesforce v4.21

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. Learn more.

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. Learn more.

Watch now: Reducing Customer Time to Value presented by SearchUnify

Yext Answers

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.  Learn more.

Also see the KCS Certified Trainers page for a list of Academy certified trainers who offer KCS workshops based on the Consortium for Service Innovation materials.

Have a tool or service that complements or enables a KCS Practice? Consider getting KCS v6 Aligned.

The fact that the listed products have achieved the KCS v6 Aligned designation does not relieve the buyer of doing due diligence.