KCS Software

Build a more resilient knowledge practice with AI

Meet the technology designed to fix findability, enhance knowledge sharing, and help you track performance across the service journey.

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Overview

Improve KCS adoption and success

Reimagine service success with Coveo for Salesforce. Our KCS v6-aligned native integration lets you bring outside knowledge into Salesforce while giving you access to a host of AI-powered features that improve findability and knowledge sharing. Plus, you’ll get the search analytics you need to take your KCS implementation for self-service and customer service to the next level.

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

Search early, solve faster

Improve search relevance & success

Offer the answer directly within search results. Detect user intent with AI. And start personalizing results in real time for each person based on context and past interactions.

Knowledge at your agents’ fingertips

Let agents see a customer’s recent activity and recommend useful content based on case submission details and user profile – for better context and to accelerate resolution.

Recommend content proactively

Make content recommendations proactively based on previous searches and interactions. Predict what your users need next, including customers, partners, and agents.

Evolve your content health seamlessly

Easily improve, create, and review

With Coveo, your agents and coaches can easily improve an existing article or create a new one. One-click actions keep team members in the flow of work, while access to a case knowledge overview.

Increase findability across channels

Connect knowledge from a variety of sources and formats. Then bring it your most important channels, including websites, communities, chatbots, and more, with intelligent search and recommendations.

Measure your success

Create custom dashboards to report on your top service metrics. Automatically keep track of content gaps, self-service success, search relevance, and more.

The level of support and true partnership from the Coveo team has been excellent. [...]

So often, my team hears something like "it just works!" or "the right answers are just there – automatically!" from our end users, and this is also reflected in our success metrics.

See the customer story