KCS Process Adherence Review

[PAWAN K]

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?

[PAWAN K]

@Sarup Paul 

Hello Sarup Paul.

Ref.KCS Process Adherence Review (KCS coaching tool)

We are improving the frequency and quality of using KM to support analyst's workflow. Also, want to incorporate it into the Coaching program. Like the KCS AQI, the KCS PAR implementation will be a great development. It will make Coaching activities quite easier, and effective.
May I please attract your attention to this discussion?
Regards,
PK

[Imee]

Until Service Now builds out a PAR, can I suggest that we have the ability to associate two checklists to a knowledge base?

That way, the Coach or Manager will have the option to either perform an AQI or a PAR.

[David Kay · Accepted solution]

@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).

[Imee]

Hey David!  True. The PAR needs to be attached to the incident or case.  Just trying to come up with an alternative until something becomes available.

I was playing in my PDI - trying to create a checklist and attach it to the incident form.

Still playing....

[PAWAN K]

@Imee Have you or your system analyst been able to link this checklist to the case?