Coveo today announced that Coveo for Salesforce has received the Knowledge Centered Support (KCSsm) Aligned designation from the KCS Academy of the Consortium for Service Innovation. In addition, Coveo now has 10 KCS V5 Certified practitioners across its professional services and customer success teams.
The KCS Academy offers a KCS Aligned designation for vendors who provide tools (software/systems) or services (consulting and training) that complement and/or enable KCS best practices in the workplace.
“Coveo for Salesforce addresses two common challenges customer-focused organizations face in adopting KCS: integrating use of the knowledge base into the workflow and search analytics,” said Greg Oxton, Executive Director of the Consortium for Service Innovation. “With Coveo and Salesforce Service and Community Clouds, agents can search early and search often, since the search is integrated directly within their workspace. Agents understand what content customers have already viewed via self-service portals which accelerates the problem solving process. They can quickly improve an existing article or create a new article and link it to a case. Managers leverage Coveo usage analytics to gain insight into how knowledge is being used by both customers and support agents. The analytics identify content gaps and enable continuous improvement in the search experience."
The KCS Academy highlighted three Coveo for Salesforce capabilities that support KCS processes across both Salesforce Service and Community Clouds:
“We’re honored to have received the KCS Aligned designation for our Coveo for Salesforce apps,” said Jennifer MacIntosh, Coveo VP of Customer Success. “This certification underscores Coveo’s ability to deliver product offerings and services in the marketplace that complement and enable KCS best practices to support organizations worldwide.”
MacIntosh was recently appointed VP of Customer Success at Coveo and leads the company’s customer engagement, viral adoption and customer value generation across Coveo’s intelligent search platform and apps with a focus on changing how organizations work with information and knowledge. As a certified KCS Practitioner who has been helping companies adopt KCS best practices for more than 12 years, MacIntosh assists Coveo customers with their KCS programs and also leads Coveo’s internal KCS knowledge program.
Coveo for Salesforce apps allows customer service organizations to scale operations by connecting information from across a company’s IT ecosystem of record and delivering it to customers and agents within the context of their work. Coveo for Salesforce - Communities Edition helps customers solve their own cases by proactively offering case-resolving knowledge suggestions and Coveo for Salesforce - Service Cloud Edition allows customer support agents to upskill as they engage with customers by injecting case-resolving content and experts into the Salesforce UI as they work.To learn more, join KCS thought-leader Jennifer MacIntosh next week, August 20th, for an interactive webinar to learn how service innovators around the world are using intelligent search technologies coupled with user-powered knowledge management approaches to help drive KCS success. Register now.
Coveo is on a mission to transform business by improving people’s skills, knowledge, and proficiency with Intelligent Search. Coveo’s Intelligent Search Apps unleash the power of fragmented, disparate information from across the enterprise IT ecosystem at every point-of-work. Recognized as the Most Visionary Leader in Enterprise Search by Gartner, Coveo enterprise search allows companies to create high performance contact centers, cultivate company-wide knowledge sharing and collaboration, and succeed at self-service. With the search industry’s highest security standards, broadest connectivity and greatest relevance control and configurability, Coveo removes complexity to make search work, quickly and effectively. Coveo partners with some of the world’s largest enterprise technology ecosystems, such as Salesforce, where contextual insights from outside the platform are critical to delivering a unified experience for their customers. For more information, please visit www.coveo.com, and follow us on the Coveo blog, LinkedIn, and Twitter.
The Consortium for Service Innovation is a nonprofit alliance of industry leading service and support organizations focused on developing innovative ways to improve customers’ support experience. For more information about the Consortium please visit www.serviceinnovation.org.
The KCS Academy aims to create a vibrant, valued network of KCS practitioners who support the successful adoption of KCS and contributes to the continuous improvement of the KCS methodology across all knowledge-intensive industries. For more information about the KCS Academy and KCS certification programs please visit www.thekcsacademy.net
Manager, Media Relations