Property reference

`sn_customerservice.enable_knowledge_kcs`

The sn_customerservice.enable_knowledge_kcs property enables Knowledge-Centered Services (KCS) for Customer Service Management. When activated, it allows agents to create knowledge articles directly from resolved cases, enhancing knowledge sharing and support efficiency.

Default: false Type: boolean Application: Customer Service

Key questions about this property

The answers below summarize the purpose, scope, default effect, and review scenarios for this property.

What does it do?	This property activates the KCS functionality, enabling the Create Knowledge button in the CSM Configurable Workspace for generating knowledge articles from resolved cases.
What area does it affect?	Customer Service Management
What does the default mean?	The default value is "false", which means this behavior is disabled by default.
When should you review it?	An admin should review this property when setting up KCS features or troubleshooting knowledge article generation.

Out of the box property record

Raw metadata from the property record.

Property name	`sn_customerservice.enable_knowledge_kcs`
Sys ID	`37b4e00f9fe40300d7cabde8132e7083`
Type	boolean
Application	Customer Service
Default value	`false`
Description	Enable KCS for Customer Services Management
Updated	2017-08-17 02:21:35

Sources

Official references and nearby text excerpts where this property appears.

Documentation excerpt View supporting context

Context preview Snippet 1

... see Set up a form action in CSM Configurable Workspace. The Create Knowledge action requires the following setup: • Activate the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer). • Set the sn_customerservice.enable_knowledge_kcs property to true. • Set the KCS Article template to true (navigate to Knowledge > Administration > Article Templates). Agent assist Agent assist is available on the Interaction form in ...