OOB KCS Demo with ServiceNow
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02-03-2023 12:09 PM
Hi there, does anyone have a demonstration of how KCS works for their company within ServiceNow?
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02-06-2023 06:45 AM
The KCS process differs depending on the module you are using. Are you interested in Customer Service Management, HR, ITSM, etc?
Technically, ServiceNow is KCS Verified for the CSM module only. However, you can make it work in other areas. We are following the KCS methodology in the ITSM space by using Service Operations Workspace. If using the classic UI for Incidents, the KCS workflow is not available.
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02-06-2023 09:45 AM
Hi Vickie, thanks for the reply. We are currently utilizing KCS methodology in the ITSM space with Agent Workspace. We have been unsuccessful in finding any resources to see any demonstrations of workflow or how companies are utilizing this in ServiceNow. However, I believe we have "pieced" it together enough to follow the KCS principles.
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02-06-2023 09:53 AM
Here is our KCS workflow for Agent Workspace:
- In the Incident, click the meatballs menu (three horizontal dots) at the top right of the Incident next to the Save button
- Click Report Knowledge Gap
- A new tab opens with a KB Feedback Task open
- Click Save
- Click Create Article button
- Select the desired Knowledge Base and Template
- Click the Create Article button
- A new article form opens
- Follow the KCS Style Guide to create a new article
- Click Save frequently while editing
- When completed, click Publish
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02-07-2023 06:02 AM
Awesome! We don't use the Report Knowledge Gap feature. We use the same workflow as you to attach an article to an incident. But if there isn't an article created, then within the incident, we use the Create Knowledge option from the ellipses to open the form, choose the KB and template, and format the article. We then save the article and keep it as a draft, unless someone sees the value for self service option - at that point they can click publish for a publisher to review and push it through to our Service Portal for end users.
I like the customized field for the Knowledge Article, but we're trying to stay away from as much customization as possible, but we did have it show up as a work note.
Question, do you have versioning turned on?
