OOB KCS Demo with ServiceNow

[BobbieG]

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

[Vickie Runyon]

You're welcome! Happy to share the KCS story anywhere I can.

[Vickie Runyon]

My previous post was assuming that an article was not found and needed to be created.  

Here is what we expect our knowledge workers to do first:

1. When working on an Incident, use the Agent Assist pane to search for existing knowledge articles that may help you solve the Incident.
2. Use the concept, Search Early Search Often to search for knowledge, searching again when new information is revealed by the team member or further troubleshooting rules out other possible resolutions.
3. If a relevant article is found, read it and follow the steps explicitly (doing so verifies the contents of the article are valid so that others will trust them and use them as well)
   1. Click the Attach link to attach it to the Incident
   2. If you want to send a link to the article to the team member for self-service resolution, click the View Full option from the kebab menu, then click Copy Link from the meatballs menu in the upper right corner of the article. Paste the link into the Customer Visible comments field in the Incident to send it to the team member.

Note that we have customized the Attach action to place the KB number in a custom KB Article field that we created. We created this field because we engage with a vendor Service Desk for after-hours and they use ServiceNow as well. We sync information between our SNOW instances and that KB Article field ensures that we have the same KB information in both instances.

The OOTB action for Attach is to place the KB permalink URL in the Customer Visible notes.

[HollyP]

Hi BobbieG!

Are you all Consortium members?  There is a "KCS in ServiceNow" group that meets every month.  I can get you an invitation from Slack, if you like.  There are companies that are Consortium members who are using KCS in the ITSM space in ServiceNow, for sure.  We are migrating that way by April!  

Cheers!

Holly

[BobbieG]

Hi Holly!

We just launched KCS for our Service Desk in December, so we haven't joined the Consortium just yet. We use the resource daily but waiting for budget so see if we can join. We would definitely like to!