kcs plugin

[alexrozov]

I know that in previous versions there was a dedicated KCS plgin for Knowledge Management but now in Istanbul I can't find it.

Is this functionality now included with the basic Knowledge management module   ? or am I missing the plugin somehow?

[Pradeep Sharma]

Hello Alex,

Used to be a plugin, but now it's just part of the base product.

Reference : Re: KCS -Knowledge Centered Support via ServiceNow

[dylanyoung]

Hi Alex,

KCS is not part of the base product of ServiceNow, despite claims like the above by ServiceNow.

You will need to make major enhancements and configurations to your ServiceNow instance to build in KCS workflows and outcomes, but it can be done.   Easier method is to purchase a third-party plugin which can work with ServiceNow such as RightAnswers.   FYI, I have no connection to RightAnswers - I've just experienced their service working in a ServiceNow platform and can verify it is a true KCS solution.   ServiceNow in vanilla form is not.

[rajubhistappa]

any suggestion about doing that ? how to build the kcs workflows and outcomes on top of existing workflows for knowledge