KCS status for knowledge articles.
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‎03-05-2019 01:30 AM
We are using KCS state for knowledge articles, but this is a customization. Does anyone use any out of the box functionality that meets the requirements for KCS status?
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Knowledge Management
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‎06-17-2019 01:55 AM
I´m thinking of association like this:
WIP with Draft (only visible via report/dashboard)
Not Validated with Review
Validated with Published
Archive with Retired
We also have a 3rd party app to help us adapt to KCS, For instance making condidence level Review visible in the case form. Not shure if it´s possible to configure in contextual search.
Planning to make confidence levels Review and Published visible for knowledge workers in the articles so contributors can change the confidence level as recommended in KCS practices.
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‎06-17-2019 01:38 PM
Are you thinking of still creating a new field for Confidence Level and tying it to those Workflow states? Or are you simply looking to re-purpose the Workflow states with a Confidence Level? If you are looking to do the latter, I am wondering why their guidance would be to create a new field. I feel like there is a reason they separated them but it seems like they are one in the same when you look at what they mean from a high level.
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‎06-19-2019 12:57 AM
It would be really helpful to have some screenshots of how they did this in the demo for KCS verified. I must admit that I´m not sure if it´s best to create a new field or to re-purpose the workflow states with a confidence level.
Would the new field be changed manually by the knowledge worker or would it follow the workflow states?
How are you planning to do it?
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‎07-03-2019 02:46 PM
It would REALLY b helpful if they incorporated all of this KCS Out of the Box. My SN Admins don't fully understand/have experience with KCS Knowledge Management, so don't understand the importance when I request all these Enhancements to the OOB tool to make it DO KCS...
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‎07-04-2019 05:36 AM
I agree with you Michaela, support for the KCS methodology is perhaps not a priority. However, the additionl KCS status field is working ok for us.
The support for AQI is good, lets see if we can get support for PAR (former PII) available. That would be awesome.
🙂
