Nested categories/sub categories in KM portal

[Barry_W]

Does anyone have any information on when knowledge category/sub-category nesting will be available OOB on the CSM portal view?

Specifically, i refer to the functionality to select a top level category and view all articles in each of the sub categories.

The kb_categories are created in a nested format, so i cant understand why navigating, and searching, using a nested format is not available on the when accessing via the CSM portal.

[Lorenzo Stermie]

Hello BW,

On your Service Portal what Knowledge page are you using?

https://instancename.service-now.com/sp?id=kb_home
https://instancename.service-now.com/sp?id=KB_view2

The first is the new knowledge portal and it will display categories as a list (not folder like).

To match what https://instancename.service-now.com/$knowledge.do does, the second one is the older version that will display nested categories but you will loose some of the other search filters.

Hope this helps

Lorenzo

[Barry_W]

Thanks for the information Lorenzo. We use the new knowledge portal (kb_home). I'd be concerned about loosing search filters, and it seems a backward step to adopt an 'old' portal over the new functionality.

Are you aware of any plans to re-introduce the nested format?

My organisation has multiple knowledge bases, containing some complex category structures (for thousands of articles). It seems odd that you can create the kb_categories in a nested format, and yet cannot make these available - and filter - on the portals that customers access.

[Lorenzo Stermie]

Hello BW,

Sorry but from that stand point I'm in the same boat as you are.

Your other option would be to link to https://instancename.service-now.com/$knowledge.do from your service portal, it allows drilling down in the categories and after you run a search displays additional filters, so you may consider that something half way between the two. but in this case you loose some of the graphic aspects of the portal.

I hope SN will be at some point fully displaying and allowing drill down via categories in the future.

Hope this helps

Lorenzo

[Sarup Paul · Accepted solution]

kb_category facet now support hierarchy. Docs. Configured via widget instance option