KCS v6 Verified Tools
KCS Verified Tools enable all eight KCS Practices.
KCS v6 Verified Tools are larger product suites (CRMs, Knowledge or Content Management Systems, etc.) with a complete set of capabilities required to enable all eight KCS practices.
- Incident Management Agnostic Knowledge Management
- Combined Incident Management + Knowledge Management
The less stringent KCS v6 Aligned Tools complement or enable KCS best practices.
Learn how to get KCS v6 Aligned or get KCS v6 Verified.
Incident Management Agnostic Knowledge Management
BMC Helix Knowledge
Verified since July 2018
BMC Helix Knowledge Management by ComAround is an AI Knowledge Management Software specifically designed to streamline your support flow by building and sharing consistent and personalized knowledge across channels. BMC Helix Knowledge Management brings powerful, compelling, and intelligent knowledge services to the enterprise, to ensure the delivery of the right information for the best resolution. BMC also offers training and consulting in KCS and Knowledge Management.
Watch now: Electrolux Case Study with ComAround: How Electrolux use KM strategy and advanced technology to improve customer experience.
Nice CXone Capture Manager
Verified since October 2018
Capture Manager is designed to enable knowledge creation across an organization, all while improving operational processes and efficiencies. Using Capture Manager, agents and other internal teams can quickly capture and author useful content through a structured authoring process that follows KCS best practices.
Highlights include:
- Enhanced authoring process
- Faster time to publish
- Simplified permissions
- More ways to improve knowledge
Upland RightAnswers Enterprise Knowledge Management
version 2021R1.2 and up
Verified since July 2017
RightAnswers improves customer service and IT support through knowledge management software and self-service portals that are KCS v6 Verified. 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. More than 70 KCS processes are built into RightAnswers products and workflows. KCS training and certification is available from RightAnswers through Certified Trainers authorized by the Consortium for Service Innovation. RightAnswers educates clients on KCS best practices through their onboarding and KCS Customer Success programs.
Watch now: Enable your organization to successfully support KCS with RightAnswers
Combined Incident Management + Knowledge Management
Salesforce Service Cloud and Knowledge
Verified since February 2019
Salesforce Service Cloud is the world’s leading platform delivering intelligent customer service at scale. Built on the Salesforce platform, Service Cloud empowers companies to connect every department in their organization to the customer service experience with native automation and AI solutions. Engage with customers on any channel – from portals, communities, social, chat, messaging and easily embed support into any existing mobile app or website. Service Cloud empowers agents with a 360-degree customer view in a single console workspace complete with routing, centralized knowledge, analytics, automation and artificial intelligence that’s easy to customize and scales for growth.
ServiceNow Customer Service Management
ServiceNow Customer Service Management drives fierce customer loyalty with connected digital workflows. Connect customer service with other departments using AI and workflow to assign, manage, and resolve issues end-to-end. Monitor trends and customers’ products and services to notify customers potentially affected by issues, and proactively fix issues before customers know they have them. Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests with the portal, service catalog, virtual agent, knowledge management, and online communities.
The fact that the listed products have achieved the KCS v6 Verified designation does not relieve the buyer of doing due diligence on the product functionality. In particular, buyers should be sure to understand the product’s functionality for authoring and searching
KCS Aligned & Verified Vendor Series
Delivering Knowledge in the Post-Search World of AI
Sariel Moshe, co-founder, and CTO at xFind, delivered a thought-provoking webinar on AI’s impact on the support experience. Sariel shared how knowledge will play a critical role in the AI-powered support experience.
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…
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