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Knowledge Centered Support

KCS, Resolve Faster, Knowledge-Empowered Case, social support

Overview

Choosing the right technology to enable KCS practices can shorten your time-to-benefit and dramatically increase your savings. Stone Cobra’s deep integration of KCS goes beyond other products to give you the advantage!

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See How Knowledge Centered Support Works

  • <b>Relevant knowledge articles</b> are automatically searched when a case is viewed.

  • <b> Seamless integration</b> within the case management flow makes the capturing and creation of knowledge a natural process.

  • <b>Real-Time Coaching and Assessments</b> ensures closed-loop feedback.

Harness Knowledge to get More from Your Support Center! Auto-Search Relevant knowledge articles are automatically searched when a case is viewed. Updating information on the case continues to refine the knowledge suggestions. Key words and codes in the case can be isolated to find targeted information. Effortless Knowledge Capture Enable support agents to author knowledge articles in the flow. Creating a new knowledge article is easy with the one-click action, transferring collected symptoms, causes, solutions and keywords into your article templates. Make it easy for agents to quickly publish answers to new issues to maximize KCSSM case deflection. Coaching and Assessments Ensure the success of your KCS program with built-in coaching and assessments that enable a closed-loop feedback process, encouraging continuous improvement. KCS was developed by and is a service mark of the Consortium for Service Innovation, www.serviceinnovation.org

Categories

Business Needs
Customer Service
Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Native App
No Limits
Managed Package

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