What is Knowledge Management KCS Capabilities all about?

[Suggy]

What is Knowledge Management KCS Capabilities plugin all about?

(com.snc.knowledge_kcs_capabilities)

What is its use? What benefits do I get? Is there any video/webinar that explains it?

I simply want to get details on - with KCS and without KCS plugin in ServiceNow

[Suggy]

@AndersBGS  I did go through the course. It talks about features like: Perform AQI, Feedback management (Flag article, Helpful feature) etc

All of which I already have without enabling the KCS plugin.

So I am still not clear on what happens/what do I get when I enable the plugin. 

Please let me know if you are aware.

[Suggy]

Anyone else 🙂

[RohanGladman]

From what I can see in the doco:
1. "The KCS plugin automatically enables the Article Versioning feature by default. If one of your writers updates an article mistakenly or inaccurately, ServiceNow’s KCS module can quickly and easily revert to a previous version. In addition, this will facilitate reviewing a history of timestamped, versioned changes if you ever need this record."
2. Installs workflows to enable the publishing of content quickly and efficiently, embodying KCS principles.
3. Enables the use of certain KCS roles and KCS article states that support KCS methodology...
kcs_candidate, kcs_contributor, and kcs_publisher
4. Adds KB Article metadata fields for KCS article state such as [governance] and [confidence].
5. After Installing the plugin, you can activate and link the Article Quality Index (AQI)
- First configure the glide.knowman.aqi.article_workflow_states property to set the article workflow states where you could perform AQI reviews - i.e. draft, and then
- assign the "default AQI Survey" to your Knowledge Base of choice.
- Then you will see the UI Action "Perform AQI" on your Kb articles..

"Using AQI feature, a knowledge administrator (a user with knowledge_admin role) creates a checklist and adds a set of true or false questions to the checklist to assess the quality of knowledge articles. For each question, the knowledge_administrator assigns a weight based on its importance to the quality measurement and then attaches the checklist to a knowledge base.

A knowledge reviewer (a user with knowledge_coach and knowledge_domain_expert role) performs AQI review on knowledge articles attached to the knowledge base by answering the true or false questions in the checklist. The article quality is then scored based on the cumulative weight of all answers set to true in the checklist."

Nice article on how to update KB Publish Button (cannot publish unless AQI has passed a min threshold)
Performing AQI checks before publishing a Knowledg... - ServiceNow Community.

Tables installed:

kb_article_template_definition

kb_template_kcs_article

kb_version

kb_article_template

kb_quality_checklist

kb_checklist_question

kb_article_checklist_summary

kb_template_how_to

kb_template_faq

kb_template_what_is

kb_article_checklist_answer

kb_template_m2m_knowledge_base

kb_knowledge_summary