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.
Incident Management Agnostic Knowledge Management Products
ComAround Knowledge™ is an independent knowledge tool specialized in capturing, structuring and sharing knowledge. It helps hundreds of customers around the globe to keep their knowledge relevant and accurate – at any time, at any place and with any device. ComAround Knowledge™ is powerful, cloud-based and built on the latest Microsoft technology. ComAround also offers training and consulting in KCS, Knowledge Management and Self Service. Learn more.
MindTouch offers a cloud-based, AI-powered knowledge management platform that drives customer self-service, agent assistance and ticket deflection for organizations of all sizes and industries. Hundreds of companies rely on MindTouch to enable customers and support teams to intelligently and automatically find the answers they need, across all channels and devices, to increase agent productivity, enhance operational efficiencies and improve the customer experience. Additionally, MindTouch has developed prepackaged integrations to the most popular CRM and contact center platforms and provides a rich API toolset to allow custom integrations into any other system. Learn more.
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.
Combined Knowledge Management and Incident Management Products
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 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.