Learning about KCS v6 verified BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround is a Knowledge-Centered Service (KCS) v6 Verified application that demonstrates all the eight KCS practices. This knowledge management application helps support agents, end users, and knowledge workers in the following ways:

Knowledge workers can use knowledge articles to help resolve incidents in a fast and accurate manner. They can easily create, update, and maintain the knowledge base from the centralized BMC Helix Knowledge Management by ComAround
End users can view the article in a channel and language of their choice for self-help.

Related topics

Getting started

Use case: Leveraging knowledge articles from BMC Helix Knowledge Management by ComAround in your application

The following webinar (43:12) by the BMC engineering team explains the benefits and use cases of BMC Helix Knowledge Management by ComAround:

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https://youtu.be/l5OSMgb3wrY

KCS v6 verified

BMC Helix Knowledge Management by ComAround was KCS v6 verified in 2018. The verification guarantees an efficient knowledge management workflow and advanced data capabilities to enable reporting and follow-up. The KCS Academy Open link , in partnership with members from the Consortium for Service Innovation developed the minimum functional criteria and scenarios through which vendors demonstrate their software application's ability to support the latest version of the KCS practices.

The eight KCS practices

The following image displays the eight knowledge-centered service practices:

Capture—Capture the requester's context and show relevant content.
Structure—Use simple and consistent templates.
Reuse—Avoid the work of researching and developing a resolution by reusing existing content.
Improve—Collective ownership to reuse, review, flag, or fix knowledge articles.
Content Health—Maintain content health by making sure that the articles are unique, complete, clear, have a descriptive title, valid links, and correct metadata.
Process Integration—Integrate the process of capturing, structuring, reusing, and improving the knowledge articles in the daily work of the support staff.
Performance assessment—Define clear goals for knowledge workers and provide them performance indicators for them to take responsibility and manage their performance.
Leadership and communication—Define the organization's vision, create a strategic framework and recognition program, and communicate effectively with the knowledge workers.

For more information, see KCS v6 Practices Guide Open link .

Benefits of KCS® v6 Verified BMC Helix Knowledge Management by ComAround

Using BMC Helix Knowledge Management by ComAround provides the following benefits:

A standalone knowledge application which does not depend on other platforms.
Modern, open APIs for advanced integration with other applications or systems.
Advanced reporting capabilities that can be merged with data from other applications or systems.
User interface and content in up to 34 languages.
Built-in machine translation of content.

Success stories

Electrolux - Higher self-service usage and reduced service call rates

To overcome their challenge of spending time and money on translating knowledge articles into several languages for their Global market, Electrolux chose BMC Helix Knowledge Management by ComAround and in just two months, managed to implement one customized, self-service knowledge base with content in 34 languages. The solution is fully integrated into more than 80 Electrolux websites, and the company now has one knowledge base for all 30 worldwide locations.

Read more at see Electrolux customer story Open link .

Volvo - Higher resolution rate and increased customer satisfaction

The Volvo Customer Care Center's biggest challenge was the wide variety of questions they received about their products. Implementing BMC Helix Knowledge Management by ComAround helped Volvo create structured, easy-to-use, and intuitive knowledge that did not require any training before using it. With the use of BMC Helix Knowledge Management by ComAround, the Customer Care Center has seen an increased customer satisfaction through their Net Promoter Score (NPS) and Customer Satisfaction Index (CSI), increased resolution rate, and increased competence of the customer care agents across all channels - phone, emails, chat, and social media.

Watch the following video (1:44) to learn about a success story of Volvo Cars Sweden from a first-hand account.

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https://youtu.be/vEjXQ8xPdSI

You can also read more at Volvo customer success case study Open link .

Test your knowledge

Check your knowledge. See if you can answer each question. Click the questions to view the answer.

Who can benefit from knowledge articles?

Support agents use knowledge articles to help resolve incidents in a fast and accurate manner.
End users can view the article in a channel and language of their choice for self-help.

How do you know if a knowledge article is still relevant?

In a KCS environment, the solve and evolve loop, which is used to continuously create, review, and improve knowledge articles makes sure that all content is correct and relevant. Users can provide feedback on knowledge articles. KCS Coaches and KCS Mangers use Article Quality Index (AQI) assessment questions to assess their knowledge base.

What is KCS?

Knowledge-Centered Service (KCS) is a methodology defined by Consortium for Service Innovation for continuous improvement of knowledge articles based on the reuse patterns. It is a demand-driven and self-correcting model that ensures accurate and relevant content at all times.

Want to learn more?

BMC provides official KCS Academy training conducted by certified KCS trainers.

KCS courses by BMC

Knowledge-Centered Service (KCS) v6: Fundamentals Certification Exam Open link

Knowledge-Centered Service (KCS) v6: Fundamentals Overview Open link

Knowledge-Centered Service (KCS) v6: Practices Workshop Open link