How to configure a Knowledge Base as a taxonomy option on the Employee Center

[JHughes62]

Hi,

We have created a knowledge base with several categories. 

What we are trying to achieve is to add a taxonomy called 'Knowledge' next to for e.g the IT taxonomy shown in the screenshot below. We would then like a child topic which is called 'Services' then once Services is pressed, they are directed to a page where the knowledge base, knowledge articles and knowledge categories can be viewed. We have added the knowledge base and demo articles in categories, we have created the taxonomy, child topic, and also added the connected content to display the knowledge articles. However after we do all of this, we do not see the taxonomy option 'Knowledge' within the employee center.

Can anybody advise if what we are trying is even possible? and if so how can we fix our current issue with it not displaying? or is there a better solution such as when they press the taxonomy option they are directed the kb portal?

[Community Alums]

Hello @JHughes62 ,

Instead of creating a taxonomy, you can create a quick link with the content type page, and in the page, select kb_view. SS:

In the portal, when someone clicks on the "Knowledge Base" quick link, they are able to see all KBs.

@JHughes62 , I am not saying to attach the quick link inside the taxonomy or topic. It will be better if the "Knowledge Base" quick link is visible in the "Quick Links" widget. Only visible in the portal at first glance, it will also be very accessible. SS:

Thank you!

[JHughes62]

Hi @Community Alums thank you for the additional information, it has really helped us to understand more possible options. We would like the taxonomy option or something similar, so we found a workaround to add the kb_search page as an external URL. We added a parent menu item with the type as URL in the Employee Center Main Menu record, once we added this parent menu item as a url it actually appears similar to the way the taxonomy is displayed. So we created a child menu item under the menu item with an external link which now we decided to use the kb_search page instead of kb_view. Thanks for your help and reply!

[Mark Roethof]

Hi there,

If your Taxonomy has 1 or more topics and those have actual active connected content, then it should be visible. Be aware though: cashing! So close your browser completely, and open again.

Kind regards,
Mark

[Riya Verma]

Hi @JHughes62 ,

Hope you are doing great.

To configure a Knowledge Base as a taxonomy option on the Employee Center in ServiceNow, you can follow these steps:

1. Navigate to the Service Portal Designer by going to "Service Portal" in the application navigator.

2. Locate the page where you want to add the taxonomy option. In your case, it seems like you want to add it next to the existing IT taxonomy.

3. Edit the page and access the widget editor for the taxonomy widget you want to modify. This widget might be named "Categorized Content" or something similar.

4. Add a new taxonomy option by clicking on the "Add Option" button. Name it as "Knowledge" or any other desired name.

5. Create a child topic under the "Knowledge" taxonomy option by adding another option and naming it as "Services" or any other relevant name.

6. Configure the child topic to direct users to a page where they can view the knowledge base, knowledge articles, and knowledge categories. You can do this by setting the appropriate URL or page ID in the widget editor for the child topic.

7. Make sure that you have properly added the knowledge base, demo articles in categories, and connected content to display the knowledge articles.

8. Save your changes and exit the widget editor.