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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PAWAN K · ‎11-17-2020

Hello David Kay, yes. AQI is built in ServiceNow, but not PAR/RQI as yet. Regards, PK.

thomashansson · ‎11-19-2020

David, could you please show ServiceNow how it can be done? Would be great to have PAR in ServiceNow!

David Kay · ‎11-19-2020

I'd be happy to! As the guy who created the RQI (which evolved into the PAR) I have a great interest in seeing it implemented--it works far better than I had initially imagined.

They know where to find me 🙂

https://www.dbkay.com/kcs/from-article-quality-to-resolution-quality

PAWAN K · ‎11-19-2020

"They know where to find me 🙂" - Liked it!! 🙂

Michael QCKM · ‎03-18-2022

(Hearts and love my man!) That was good.