Which system property enables Knowledge Centered Services for Customer Service Management?

Which system property enables Knowledge Centered Services for Customer Service Management?

• A. sn_customerservice.enable_knowledge_kcs
• B. glide.knowman.csm.kcs
• C. sn_know_center.enable
• D. csm.kcs.enable

Answer: (A)

Knowledge Centered Services is activated through a specific system property in ServiceNow to integrate knowledge creation and reuse with the customer service workflow. The property sn_customerservice.enable_knowledge_kcs toggles KCS for the CSM scope. When this flag is enabled, you can capture knowledge during case work, generate and publish knowledge articles, and reuse those articles to resolve future cases more efficiently. The other strings do not match the official property used to turn on KCS for Customer Service Management, so they won’t enable the feature.

Knowledge Centered Services is activated through a specific system property in ServiceNow to integrate knowledge creation and reuse with the customer service workflow. The property sn_customerservice.enable_knowledge_kcs toggles KCS for the CSM scope. When this flag is enabled, you can capture knowledge during case work, generate and publish knowledge articles, and reuse those articles to resolve future cases more efficiently. The other strings do not match the official property used to turn on KCS for Customer Service Management, so they won’t enable the feature.