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?
@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).
Hey there! If you want to send your email to jaime.honaker@servicenow.com, we did a recording on how we set up the KM PA dashboard, about 10 months ago. I can send you that, if it would help. 🙂
I see this was posted in 3/2022 but I am interested in a recording showing how to set up the KM PA dashboard\. If this is still available, please provide, Thank you 🙂
