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.
