Elevio KCS integration

Leverage the power of KCS for long-term success

Advanced Knowledge Management
Don’t let the experience go to waste. Encourage collaboration and leverage the collective learnings of your organization by creating content as a by-product of solving customer problems.

Scalable, Effortless Customer Success
Say goodbye to endlessly searching for answers. Ensure fast and effective customer service every time by providing intelligent, instant, contextual support with the click of a button.

Evolution of Knowledge Management
Measure the impact of your content with data-driven decisions based on agent and customer feedback to ensure your customers can always get the answers they need.

Read more about Knowledge-Centered Service here.

Chrome extension vs interface integration
We currently support two versions of a KCS extension. The most commonly used is the one where the extension is shown directly in the interface of Dixa and requires no further installation of extensions and login for each agent.
The Chrome extension only offers two functions which the interface integration doesn't:

• An agent can switch between multiple workspaces
• An admin can pin articles to the top and always have them suggested

Interface integration
Reach out to Dixa support to get the Knowledge interface integration enabled and which Knowledge Workspace you want it connected to.

Chrome extension

1. Download the Elevio KCS Google Chrome Extension.
2. Login to Elevio KCS Extension.
   
3. Select which Workspace you want to see knowledge articles from.

KCS resolve flow
You can trigger the KCS resolve flow by clicking the Resolve button.

You can change how the extension should trigger when it pops up and ask the agent for a resolved action here: https://app.elev.io/settings/extension

Default language:
You can change the default language in Elevio, with the following being supported:

• English
• Spanish
• French
• German
• Italian
• Portuguese/Brazilian
• Dutch
• Danish

Tags:
If a tag is added to the conversation in Dixa that matches a tag for the article in Elevio, that article will be shown automatically in the extension.