OOB KCS Demo with ServiceNow

[BobbieG]

Hi there, does anyone have a demonstration of how KCS works for their company within ServiceNow? 

[Vickie Runyon]

There's a Create Knowledge option for you? I don't see that in our SNOW.

Yes, we use versioning.

[BobbieG]

Yes, directly from the incident ellipses we see Create Knowledge Gap and Create Knowledge. 
Are you configured for Instant Publish or do you have it in a Review workflow?

[Vickie Runyon]

Ok. I misunderstood. I thought you said that you didn't use the Knowledge Gap step.

We do have approval turned on for our KB.

[BobbieG]

We see the option for Knowledge Gap but we do not use it. We go straight to Create Knowledge if we don't find an article created for an issue.

So when your knowledge workers create an article, they click publish and it goes into the review state? We are having issues with versioning because we keep our articles in the Draft workflow state unless it gets published to the End User's Service Portal. So since our articles are in the draft state, it doesn't create a new version when an update has been made. It appears that versioning only works in a published article state.

[Vickie Runyon]

Yes, that sounds correct with the way that the Draft feature works. In order to create a new version, you need to Publish to get to a major version and then Checkout the major version to a new draft (which keeps the major version in place until the draft is published to the next major version).

And, I'm still confused as to how to get to Create Article without using the Knowledge Gap feature from an Incident in Agent Workspace. Unless you are not staying within the INC and just going directly to the Knowledge table and creating a new article from there?