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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 knowledge base into the request-response process (search early, search often) Interact with MindTouch functionality and content through various system or web integrations. Read about the search-in-place Touchpoint.
Just-in-time knowledge creation Authoring through MindTouch Touchpoints - Agents can create articles on-the-fly while helping customers. Read about the Touchpoint for 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 MindTouch templates include headings, structure, and field definitions to guide authors to capture the right information.
Capture self-service activity (search strings, articles viewed, etc.) Search report - See search queries and click-through metrics.
Usage report - MindTouch reporting records how content is being consumed.

 

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 Use custom classifications to keep article as Work in Progress (WIP) until content can be validated.
The history of user session is passed to the responder MindTouch CRM integrations include customer insights that capture full activity history. Read about the Touchpoint for Salesforce.

 

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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