Public Knowledge Base Using Service Portal

[gnunez]

Hello all,

We received a request to make knowledge base public so any user can access knowledge without authenticating in ServiceNow.

A couple of months back someone suggested using the Service Portal, but we were still on Fuji. Now we have upgraded to Istanbul and I activated the Service Portal in our Development instance but so far have had no luck. I tried a similar scenario in my personal developer instance and was successful there, but not sure how to replicate.

Has anyone tried this?

Thanks,

Grace

[Dave Smith1]

I'm not to sure but when I tried creating a public KB it was unsuccessful, which is why I decided to take the Portal route.

Okay... what issues did you have?

Bear in mind, if the KB isn't available to anonymous access, then trying to access it through a portal with anonymous access will fail also.

The portal is simply skin around the content; if the content is restricted, you'll have nice-looking blankness.

I believe your content needs to be public or have no roles assigned in order for it work. 

Correct, but there's also "Can Read" user criteria as well as making some pages (kb_home.do, etc) public.  

https://empdsmith2.service-now.com/kb_view.do?sysparm_article=KB0010008   <-- what I found on the topic.

[gnunez]

Well I shouldn't have said issues..it was more the UI that wasn't appealing and didn't go with our branding. (see below) This was back when we were in Fuji, but once we upgraded to Istanbul I started playing with the Service Portal, but your right the portal just makes it look "prettier".

So what would you be your personal preference the portal or a public KB?

[Dave Smith1]

So what would you be your personal preference the portal or a public KB?

I don't think it's an either-or scenario.

• First and foremost, I would go for practical considerations: get a public KB with relevant accurate information available to help people.
• The next step would be making it look nice via the portal - stylistic considerations.

You could always continue to add content to the KB on an ongoing basis once the styles are ratified and consistent.

I'd prefer useful but plain-looking over pretty but useless.

(Sadly, I've encountered too many of the latter, including people that can't look past cosmetic appearances and realise they've got a dud on their hands).

[Robert Bigelow]

Resurrecting an old thread here. I think this answer might be what I'm looking for, but I get "You do not have sufficient privileges to access this knowledge item" when I click the link. Can you share the content here? Or point me to an updated KB article?