Currently in Smart-IT version 18.08, there is no functionality for article confidence. Using the article Status is not enough to also indicate the confidence of the article resolution.
Suggestion: Add functionality for article confidence. In KCS version 6, the Consortium for Service Innovation defines an article solution to be either Validated or Not Validated, meaning how much confidence the knowledge worker has in the solution.
Value: It is an extra feature in KCS to be able to indicate if the knowledge worker has confidence in the resolution or not. If you see a Not Validated knowledge article, you know you have to be careful not yet to fully trust the resolution.
It is also a value for BMC to have the tool be KCS v6 compliant.
Reference to KCS methodology: