What is the Knowledge check box for in Resolution Information?

[hairola]

Hi There!

I am brand new to ServiceNow Knowledge Management, and doing some exploring, so I had a quick question. On the incident form under the Resolution Information tab, there is a check box for "Knowledge". What is this used for? Does it go towards reporting that the Caller was given an SOP/QRG attachment as part of the resolution, or does it mean that this is an area where we would want knowledge created?

Thank you!

[Per-Kristian BM · Accepted solution]

Hello!

using this box creates a draft knowledge article when the incident is in closed state. Resolution notes becomes the article body and the short description becomes the short description in the article. When you go to edit mode in the article, the agent can see "source task" with a link to the incident record. When reading the article, all agents now also see a link to the incident at the bottom of the article under "most recent tasks"

• This is very valuable as it gives context to the knowledge. it shows the next agent using the article in which context it was used and by whom.
• Working by the KCS framework for knowledge management, this is a "need to have function"

things to consider: (when using OOTB)

• The draft is trigged on closed state. in most cases, INC is closed after 5 days unless the user gives feedback. this means that valueable knowledge becomes "hidden" for 5 days when incident is still in resolved. We made it so that that the draft article is triggered on "resolved" state, so it can be published by the agent right away
• We used a different article template (KCS-template). we had to configure so this template was used, rather then the standard template. When using the KCS template, one can configure to have more knowledge in the article, like the value from "service" in the environment field. this enriches the article and can help searchability.
• We have planned to auto-publish, as it is easy for agents to forget to publish articles. When one have the source task attached to the knowledge article, most experienced agents can still use the article as a valuable source of knowledge, even if the articles are very unpolished. quick re-use by other agents opens up for edits and improvement of knowledge. this is the reason by us thinging about auto-publish.

[Dr Atul G- LNG]

Hi @hairola 

Knowledge Check box will create a KB when a incident get closed. You can enable it via Knowledge Plugins. and check the incident / knowledge properties if you want to know more about this.