KCS v6 Verified Tools

KCS v6 Verified Tools provide comprehensive functionality and the technology platform that enables all eight KCS practices.

Through the KCS v6 Verified program, vendors demonstrate that their products have the functionality required to support both the Solve and Evolve Loops of the KCS methodology.

To be KCS v6 Verified, the product must comply with the KCS v6 Verified standards and have passed the KCS v6 technology demo assessment.

Incident Management Agnostic Knowledge Management Products

BMC Helix Knowledge Management by ComAround
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. Learn more” BMC Helix Knowledge Management – BMC Software.

Watch now: Electrolux Case Study with ComAround: How Electrolux use KM strategy and advanced technology to improve customer experience.

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 Learn More.

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 KCS Academy. RightAnswers educates clients on KCS best practices through their onboarding and KCS Customer Success programs. Learn more.

Watch now: Enable your organization to successfully support KCS with RightAnswers

Combined Knowledge Management and Incident Management Products

Salesforce Service Cloud and Knowledge, Spring 19
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. Learn more.

ServiceNow Customer Service Management, New York Release. Verified since October 2018

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.  Learn more.

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 and confirm that the vendor’s approach will support the buyer’s needs. KCS Verified products are not necessarily designed to be KCS compliant out of the box. Please request completed Verified Self-Assessment Worksheets from individual vendors to determine the level of customization required for your environment.