KCS Process Adherence Review

PAWAN K · ‎05-24-2020

We are improving the frequency and quality of using KM in support analyst's workflow. Also, want to incorporate it into Coaching program. Do ServiceNow have KCS PAR plug in? If yes, has anybody used it and would like to share the experience?

David Kay · ‎01-06-2021

@Imee the PAR would need to be attached to the Incident or the Case rather than the article. Literally, what set me down the path of creating the PAR--initially called the RQI--was that someone proposed adding Link Accuracy to the AQI, and I realized that it was a property of the ticket rather than the article, so it made sense to come up with a different measure and process for them (or to augment an existing Case / Incident QA process with Solve Loop adherence).

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sachin_namjoshi · ‎05-25-2020

KCS is avaialbe with service now OOB.

ServiceNow Knowledge Management is a KCS (V6) verified product. As a KCS (V6) verified product, Knowledge Management provides features to improve knowledge, such as article quality reviews, in-context knowledge capture, and feedback management.

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/con...

Regards,

Sachin

PAWAN K · ‎05-28-2020

Hi Sachin, thanks. We have already implemented KCS article, create from Incident and AQI etc. I am interested to learn about Process Integration Index or Process Adherence Review (PAR). Reference: KCS Academy https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/040/020/060. Please let me know.

PAWAN K · ‎11-17-2020

Any updates, Sachin?

David Kay · ‎11-17-2020

I believe AQI (soon to be Content Standard Checklist) is built in, but the PAR / RQI is not yet. Has anyone built one? I did in...that other platform...but haven't tried in ServiceNow.