KCS status for knowledge articles.

[Sarah Lybro]

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?

[Mike Van Vooren]

I know our SN developers would like to repurpose the Workflow's with these confidence levels, since they seem similar.  But like other's said, that's not what SN did to become "KCS Verified".  So I feel like they chose to create separate fields for a reason.

I am leaning towards keeping them separate, as Sarah has also mentioned.  Convincing our SN developers that this is the right action is another story...

[Chris Armstron1]

Hi Thomas, I realise you posted this over 3 years ago, but i'm fairly desperate to know the answer so i'll ask anyway!

Where you said "I´m thinking about that mapping and also to make article confidence visible in contextual search", was this something that you managed to make happen?

I'm concerned that our knowledge workers won't be able to discern which articles are validated or not - or whether that is even necessary? I'd imagine this could be possible by adding extra search filtering to to enable people to filter by articles that are validated/not validated and somehow adding this information so that KWs can see this at the article level.

[thomashansson]

Hi Chris, we have not yet introduced KCS article states. Since ServiceNow has now introduced them in the KCS capabilities plugin, I am considering using them first and foremost when KDE is to validate articles.

[Michael QCKM]

So glad you are discussing this.  I completely agree!!!!

[Sarah Lybro]

An important note is that we are working KCS with incidents. /Sarah