Adding an Edit button for Contextual Search

[I_]

Hi

Does anyone know a way of adding an 'Edit' button to Contextual Search?

I'm adopting KCS in our organisation and looking at the best method for knowledge workers to edit an article on the fly, this would seem to be the quickest route but I can't find a solution 

Ideally, it would be via the pop up preview, or along side the search results.

Any help, suggestions or any alternatives you've found would be appreciated

Thanks

Ian

[Vickie Runyon · Accepted solution]

ServiceNow is KCS Verified but only in the Case Management module. We are doing KCS in the ITSM space in ServiceNow by using Service Operations Workspace. The workflow is also available in Agent Workspace. From the screenshot you provided, it looks like you are using Classic UI (the 'old' way that has been in place for years). ServiceNow has put the majority of its recent development efforts into Workspaces (there are many) and has stated that development in the Classic UI is slowed (or even stopped in my opinion).

From either Workspace, when an Incident is open, the Agent Assist pane surfaces KB articles. Then, the article can be viewed (in HTML format) alongside the Incident (the workspaces utilize multiple tabs to open multiple records at once). Then, there is the option available to Edit the article while also keeping the Incident open to be able to access any notes needed to copy/paste into the article.

Similarly, if no article is found and the KCS workflow states that the Knowledge Worker will create one in the Incident Resolution workflow, there is a method to do that as well. From the Incident, click the Report Knowledge Gap option. A Knowledge Feedback Task (KFT) is created.  From the KFT, the Create Article option is available. The biggest advantage of this workflow is the relationship of the records (KFT and KB) tied back to the INC. So, as the Knowledge Manager, I can follow that trail back when I'm approving a new KB article if I have questions about the article content.

[I_]

Thank you, Vickie. We haven't explored Agent workspace much at all, so it seems like a good opportunity to explore it further

[Vickie Runyon]

Beyond KCS, there are many other great reasons to embrace a Workspace!

For example, both Agent Workspace and Service Operations Workspace can surface similar incidents (both open and resolved) using machine learning in the background. This can bring a known resolution to the surface for your agents, based on Incidents that others have solved or are working.

Also, the tabbed approach blows the Classic UI out of the water in being able to have multiple records open at the same time.

The forms feature HTML formatting in the Notes fields - also not available in Classic! Imagine crafting a nice-looking note in the Customer Visibile Notes field such as bold, numbering, actual clickable hyperlinks, etc.!

And, the Activity stream is searchable, filterable, and you can determine the order (oldest on top!).

There are many videos out there for both Agent Workspace (which has been around since Madrid) and the newer Service Operations Workspace (added with San Diego) - check them out!

[Kim27]

Vickie, this is great information and actually solves an issue my team was just discussing! Thanks for posting!

It brings up another question though, in agent ws, how do you attache an article to a ticket or indicate "this helped"?