KCS Confidence level visibility (Validated / not validated) and search filtering

[Chris Armstron1]

Hi all! 

We're looking to run with KCS at my company and I have a question about the article confidence field and how Contributors interact with it. and a further question about configuring search filtering in Self-Service > Knowledge.

Would users of the knowledge base benefit from being able to see whether an article has been validated or not? I think they might... and if so, is it possible to configure the search within Self-Service > Knowledge to allow you to filter by validated or not validated? In addition to this, if they would benefit from it, is article confidence something that can be displayed on the resulting articles themselves? Before and after they are opened?

I ask because I plan to train our knowledge workers on what the confidence levels mean, but if they never seen the confidence level when they interact with the article (Unless they update the article and see the field in the back end) I think it will be difficult for them to grasp it. 

[Chris Armstron1]

Hi Shloke,

Thanks for the links, these all seem to point to adjusting the filtering that is available on the knowledge or service portal. So is there do we to do this is in Knowledge > Self-Service?

Thanks for your time and support with this!

Chris

[LeChara]

Hi from what everyone has posted they are right on target.  Here are the settings if you wanted to do what David mentioned in regards to Relevancy.  

Admin can enable Knowledge Properties:

 

Then hit this little check for relevancy and your set.

You will see the score rating which is really nice to see what it is weighted on

And you can also sort by it as a filter

Good to have enabled  

[shloke04]

Hi @LeChara 

Query was enabling Confidence field in the filter capability of knowledge both in Native and Portal view. This will not serve the author purpose here.

Regards,

Shloke

[LeChara]

Ya these where alternatives to enabling the Confidence Field. I was unable to find an OOTB feature to enable that on the search frontend within my dev instance. The only path I could think of would be to use the client UI script, but that would of course require someone with more development scripting knowledge in regards to scripting it out.  I'll bring it up at the next Knowledge Meeting with @jaimehonaker  see if there is a scripting community where knowledge managers can request custom scripts or review previously create scripts by the community.   I'm also interested as I'm working on something similar in our instance of servicenow attempting to customize the UI filtering features.  

[shloke04]

Great to hear that. If ServiceNow brings something OOB in future would be great to allow users to filter based on data they need.

Regards,

Shloke