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03-30-2022 08:45 PM
Hello,
What is the fundamental difference between Knowledge Article and KCS article?
In CSM , which one to use?
Thank You!
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Customer Service Management
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03-30-2022 11:27 PM
Hi
The KCS article is the content, or knowledge, created by using the KCS methodology. Articles can be used for many different types of content including a simple question, a complex problem, or a procedure. KCS articles have a little bit of structure, and they integrate the perspective of three groups: requestor, responder, and the organization. The requestor's perspective includes their experience of what is happening as well as information about the environment relevant to their situation. The issue statement is the requestor's view of what is happening and it is captured in their context (words and phrases). The responder's perspective is captured in the resolution and cause (if appropriate). The organizational perspective is represented in metadata with information such as the article state, the date created, number of times the article has been used, modification history, and the date last modified.
The KCS article has a structure or format that is defined in the content standard and is intended to cover a wide range of issues including:
- "How-to" or Q&A
- Interoperability issues
- Configuration issues
- Defects
- Diagnostic procedures
- Procedural documentation
The KCS methodology is leveraged by organizations to implement and enhance issue resolution and processes.
Each organization has a broad spectrum of content that contains valuable, reusable information. Historically, technical content like manuals and design documents has been very structured, often following rigid templates, and static—often only altered during product or service updates. However, as collaboration has become more real-time, valuable information is being shared in dynamic forms like instant messaging, email, and telephone conversations.
KCS articles (just-in-time content) are typically somewhere in the middle of this spectrum. KCS provides a methodology and set of practices for consistently capturing information in a way that is both structured enough to be useful, and dynamic enough to suit the rapidly changing environment. Iaddition to drawing from many content sources and creating a context-sensitive knowledge base for daily use, KCS processes generate new material that may reference existing content and feed into other business content like product designs, marketing plans, field training, and documentation.
Knowledge articles are those who provide users with information such as self-help, troubleshooting, and task resolution.
Mark my answer correct & Helpful, if Applicable.
Thanks,
Sandeep
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03-30-2022 11:27 PM
Hi
The KCS article is the content, or knowledge, created by using the KCS methodology. Articles can be used for many different types of content including a simple question, a complex problem, or a procedure. KCS articles have a little bit of structure, and they integrate the perspective of three groups: requestor, responder, and the organization. The requestor's perspective includes their experience of what is happening as well as information about the environment relevant to their situation. The issue statement is the requestor's view of what is happening and it is captured in their context (words and phrases). The responder's perspective is captured in the resolution and cause (if appropriate). The organizational perspective is represented in metadata with information such as the article state, the date created, number of times the article has been used, modification history, and the date last modified.
The KCS article has a structure or format that is defined in the content standard and is intended to cover a wide range of issues including:
- "How-to" or Q&A
- Interoperability issues
- Configuration issues
- Defects
- Diagnostic procedures
- Procedural documentation
The KCS methodology is leveraged by organizations to implement and enhance issue resolution and processes.
Each organization has a broad spectrum of content that contains valuable, reusable information. Historically, technical content like manuals and design documents has been very structured, often following rigid templates, and static—often only altered during product or service updates. However, as collaboration has become more real-time, valuable information is being shared in dynamic forms like instant messaging, email, and telephone conversations.
KCS articles (just-in-time content) are typically somewhere in the middle of this spectrum. KCS provides a methodology and set of practices for consistently capturing information in a way that is both structured enough to be useful, and dynamic enough to suit the rapidly changing environment. Iaddition to drawing from many content sources and creating a context-sensitive knowledge base for daily use, KCS processes generate new material that may reference existing content and feed into other business content like product designs, marketing plans, field training, and documentation.
Knowledge articles are those who provide users with information such as self-help, troubleshooting, and task resolution.
Mark my answer correct & Helpful, if Applicable.
Thanks,
Sandeep
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04-01-2022 12:28 AM
Hi
Glad to see my answer helped you, Kindly mark the answer as Correct & Helpful both such that others can get help.
Thanks,
Sandeep
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09-03-2024 01:58 PM
Hi Sandeep,
Thanks for sharing the details about KCS; it's been quite helpful for me in exploring and utilising KM as our primary repository tool for procedure documents. I was wondering if ServiceNow offers a standard template for SOPs?
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04-03-2022 02:28 PM
The question would be more interms of which type of templates to use when creating knowledge articles, while some of CSM articles can fall under KCS there are other templates also available OOB and new templates can be created as well if and as needed so that you can truly leverage KM features, as a first step you can start with using KCS and other OOB templates based on type of knowledge articles and expand to other custom template types as per client needs.