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KCS Practice 1: Capture

The techniques for KCS® Practice 1 are designed to collect user perspective based on the requestor. Important user information includes the user's description of the issue, the environment, root cause, and the resolution.

Capture is the critical first step in the KCS Double Loop process that drives continual content improvement.

Technique 1.1 - Capture Knowledge in the Moment

It is important to 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.

KCS Method MindTouch Capability
Integrate the knowledge base into the request-response process. Search early, search often. Capture Manager for Service Cloud is a complete MindTouch integration that allows knowledge workers to: 
  • View and navigate MindTouch content from within Salesforce
  • Link a support article to a case to share that knowledge with the customer
  • Create and edit MindTouch content from within Salesforce

MindTouch search-in-place Touchpoint. allows for integrated MindTouch search in any webpage or application.
Just-in-time knowledge creation Capture Manager for Service Cloud includes knowledge authoring capabilities within Salesforce.

 

Technique 1.2 - Capture the Requester's Context

Record the user's perspective, including a description of the issue using their words, which is an necessary step to ensure findability for the next person who experiences a similar issue.

KCS Method MindTouch Capability
Record the user's description of the problem Capture Manager for Service Cloud automatically pull case subject and description into a new article.
Capture self-service activity (search strings, articles viewed, etc.) Capture Manager for Service Cloud includes a Customer Insights feature that shows agents the content viewed and search terms used before a customer submitted a case.

 

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.

KCS Method MindTouch Capability
Capture relevant content Capture Manager for Service Cloud includes knowledge authoring capabilities within Salesforce that allow agents to include customer search queries and relevant case information without leaving Salesforce. Capture into a new article and save as a searchable WIP (work in progress) or edit an existing article to add new requester verbiage. 
The history of user session is passed to the responder Capture Manager for Service Cloud includes a Customer Insights feature that shows agents the content viewed and search terms used before a customer submitted a case.

 

From the Consortium for Service InnovationRead about Practice 1 in the KCS v6 Practices Guide.

KCS® is a service mark of the Consortium for Service Innovation™.

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