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KCS Practice 6: Process Integration

The techniques for KCS® Practice 6 guide you to improve integration between the tools that support your KCS implementation. 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
KCS Method MindTouch Capability
Creates KCS article as by-product of problem solving process Integration - Ticketing - Captures requests for help and more information
Connect knowledge to support Integration - Connect articles to support cases inside of ticketing systems to generate linked relationships


Technique 6.2: Seamless Technology Integration
KCS Method MindTouch Capability

Integration of workflow and technology

Interact with MindTouch functionality and content through various system or web integrations.


Technique 6.3: Search Technology for KCS
KCS Method MindTouch Capability
Search the knowledge base effectively Adaptive learning algorithm that considers multiple factors such as article ranking and click-through rates
Self-service search Search Report - See search queries and click-through metrics
Search faceting Users can refine search results to find what they need


Technique 6.4: Closed Loop Feedback for the Whole System
KCS Method MindTouch Capability

Continuous improvement of the content standard

Templates - Build custom templates as your authoring matures


Technique 6.5: KCS Process Integration Indicators
KCS Method MindTouch Capability

Contribution indicators

User Activity Report - Track user activity and see who is updating what

Search indicators

Search Report - See search querries and click-through metrics


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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