The KCS Practices Guide notes that KCS works best when tools are tightly integrated to function “at the speed of conversation.” We can help you develop and implement a strategy for selecting, architecting, and configuring tools to support the Solve Loop and customer self-service, including the best ways to leverage generative AI capabilities.
AI tools like ChatGPT are transforming how service and support are delivered…but you can’t just plug them in and hope good things will happen. We can advise you on AI strategies for improving the quality and efficiency of your knowledge ,management, employee experiences, and customer experiences with this rapidly-developing technology.
The majority of our clients use technology that have been KCS v6 Verified by the Consortium for Service Innovation (CSI). KCS Verified tools have demonstrated that they “provide a complete set of capabilities required to enable all eight KCS practices.” KCS implementations should be easy.
Looking at KCS in practice, though, we see
- Too much copy / pasting and rework
- Multiple steps required to improve an article in the moment
- Barriers to capturing knowledge in the workflow
Every extra step in the tool—every single click and keystroke—is like a boat anchor on your implementation.
Implementors should know how to configure tools for KCS, but they usually don’t. So how do you ensure a great KCS tool implementation with partners who aren’t KCS experts? By providing them with expert partners! We know the right ways to implement KCS in popular tools—and all the ways not to. We can get as technical as your implementors need, whether it’s how a Salesforce Flow for KCS should work, how to create a Field Mapping in ServiceNow, or how to implement the PAR in any popular tool.
Tool implementations can be complex and expensive, but we’re not. We can bring your partner up to speed on how to implement KCS in just a couple of days. This means we can save weeks and thousands of dollars of implementation for less than the price of three Dreamforce conference badges. And, most importantly, you’ll end up with a tool that Solve Loopers will want to use.