What is the difference between Knowledge-Centered Service (KCS) and Knowledge Base (KB) ?

[Sofia3]

Is Knowledge-Centered Service article different to a Knowledge Base article? 

When creating a article in the KCS does a KB article number get generated? 

When a article is created in KCS is the article published on the  knowledge library ? or is the article only available when a search is entered using the search bar ? 

[Dan O Connor]

Knowledge Center Service is a methodology for Knowledge capture. Knowledge Bases are a tool used as part of KCS. 

You can use KBs as they are standalone and create and categorize articles. KCS adds some additional functionality that focuses around the quality of the articles themselves.

To answer your questions specifically. 

1) The articles are the same. KCS has additional features that can be used against an article, but in general they are the same entity. 

2) Yes a KB article number is created. It's the same number sequencing and number convention.

3) A KCS article can be found through search, or if it's categorized it can be found through browsing a KB.

The main thing to takeaway between KCS and KBs is that the experience and use is the same, KCS just has additional features mainly targeted for KB manages and authors. 

[Sofia3]

Hi Dan,

In particular I am keen to use KCS to allow our agents to create content whilst working on case.   

This will help us manage the gaps in knowledge articles real time

Where can I find information on the additional features of KCS ? 

Thanks your reply, the above is very helpful 

Sofia

[Shivaraj G_]

You can find more information from the following links:

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/customer-service-management/task/enable-hrcase-knowledge.html

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/case-...

[Sam Goode]

The KCS methodology is maintained by the Consortium for Service Innovation. It's a way of creating, maintaining and reusing articles based on customer demand. 

ServiceNow is a KCS Verified tool, which means the Consortium for Service Innovation have determined it enables most of the things that KCS prescribes. 

For more info on the KCS methodology, I recommend starting here:

https://www.serviceinnovation.org/kcs/