KCS Practice 1: Capture
- Applies to:
- All MindTouch Versions
- Role required:
- N/A
KCS Practice 1 Techniques
Capture is the critical first step in the KCS Double Loop process that drives continual content improvement. Important requester information to capture includes the user's description of the issue, the environment, root cause, and the resolution.
Technique 1.1 - Capture Knowledge in the Moment
Just-in-time knowledge creation means create KCS articles in the moment of interaction and make them immediately available for internal search.
Additional details, including a resolution, may be added to the article later. Waiting to draft the article until after a resolution is confirmed leaves too much opportunity to miss important context that occurs during the interaction.
Technique 1.2 - Capture the Requester's Context
Record the user's perspective, including a description of the issue using their words, which is a necessary step to ensure findability for the next person who experiences a similar issue.
Technique 1.3 - Searching is Creating
Proactively capture user activity before they engage with your support channels. The history of their search queries and articles viewed become valuable to create new articles or improve findability of existing articles.
Expert Capabilities for KCS Practice 1
Integrate knowledge base functionality into the request-response process. Search early, search often. Capture self-service activity such as search strings and articles viewed.
Capture Manager for Service Cloud is a complete Expert integration that includes knowledge authoring capabilities 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.
Agents can use intuitive WYSIWYG, role-based authoring to capture into a new article and save as a searchable WIP (work in progress) or edit an existing article to add new requester verbiage.
Expert search-in-place Touchpoint allows for integrated Expert search in any webpage or application.
From the Consortium for Service Innovation: Read about Practice 1 in the KCS v6 Practices Guide.
KCS® is a service mark of the Consortium for Service Innovation™.