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KCS Practice 6: Process Integration

Applies to:
All MindTouch Versions
Role required:
The techniques for KCS® Practice 6 guide you to improve integration between the tools that support your KCS implementation.

KCS Practice 6 Techniques

A more seamless infrastructure allows knowledge to be captured in the flow of work without extra effort or clicks.

Technique 6.1: Structured Problem Solving

Create KCS article as by-product of problem solving process and connect knowledge to support.

Technique 6.2: Seamless Technology Integration

Integration of workflow and technology.

Technique 6.3: Search Technology for KCs

Search the knowledge base effectively. Self-service search. Search faceting.

Technique 6.4: Closed Loop Feedback for the Whole System

Continuous improvement of the content standard.

Technique 6.5: KCS Process Integration Indicators

Contribution indicators and search indicators.

KCS Practice 6-7-8.png

Expert Capabilities for KCS Practice 6

Capture Manager for Service Cloud is a complete Expert integration that includes knowledge authoring capabilities and link to case functions within Salesforce. The integration automatically pulls case subject and description into a new article and includes a Customer Insights feature that shows agents the content viewed and search terms used before a customer submitted a case.

Capture Manager Report shows usage participation by Knowledge Workers including pages created, pages updated, confidence changed, visibility changed, and flag events.

From the Consortium for Service InnovationRead more about Practice 6 in the KCS v6 Practices Guide.
KCS® is a service mark of the Consortium for Service Innovation™.


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