OOB KCS Demo with ServiceNow

[BobbieG]

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

[BobbieG]

Yeah we weren't aware of what the Knowledge Gap feature even did. 

Within Agent Workspace  - Incident form > ellipses in the top right corner > Create Knowledge

That is the path we take to create a knowledge article when there isn't one available. We also see that Knowledge Gap option in the ellipses but we have never used that feature.

Do you guys have a Service Portal for end users that you are publishing your articles to as well?

[Vickie Runyon]

Ok...I think I now understand. Is the Create Knowledge option only there for Resolved Incidents? I think OOTB that's how SNOW designed it. Which in my opinion does not fit the KCS methodology of creating knowledge in the workflow of the Incident and then sharing the newly created knowledge with the contacting client in the resolution (which you can't do if the Incident is already resolved).

The Knowledge Gap feature allows you to create an article from the INC while the INC is still in progress. Essentially, it creates a Knowledge Feedback Task which then can be used to create an article. SNOW ties all of those records together so that a Knowledge Manager can track the article back to its source if needed.

Yes, we are using the Service Portal for our team members to access knowledge, create an Incident or use the Service Catalog. All of this is internal to our company only - not public to our clients.

[BobbieG]

Our ServiceNow team may have made some customizations for that then because we are able to create knowledge with the incident in any state. It will map some of the information from the incident in the respective fields in the knowledge article. 

So if you're publishing all of your articles your team creates, are they all immediately visible in the Service Portal to all end users in your company? Is there some sort of "Can read" or field level security that you have on the Service Portal until some of those articles are "validated" as valuable and accurate resolutions?

Or what is the workflow you use to publish them to service portal?

[Vickie Runyon]

We are using the Approval Publish Workflow. This means that someone (typically me) will review the article and approve it before it is published for all to see. As our knowledge workers mature their KCS skills, they will earn the right to self-publish (after their KCS Coach nominates them).

One of the KCS Principles is Trust - we trust our Knowledge Workers to create/update content to the best of their knowledge at the time and then we rely on other knowledge workers (or our knowledge consumers) to update (or comment) as needed in the future. In the KCS methodology, reuse is review - so if an article is attached to an incident, then it has been validated and is considered accurate.

[BobbieG]

Awesome. That is basically what we're doing with an approval workflow, except we were keeping our articles in draft state and when someone thinks the article is useful for Self Service, they would then Publish it for review. But we are changing that workflow to have all the articles under the review state so that we can track the versioning. We want to be able to give credit to those who are contributing and not just creating! We have created some helpful reports for the publishers to monitor so they can give attention to the articles that may need to be published since all of the articles will be in "review".

You have been SO helpful! Thank you so much for contributing all of this information about your process.