In my last post, I ran through the Application types that were eligible to be saved as Favorites on Employee Center. Moving ahead, I'll take a look at various types of Requests that can be Favorited. From the list on sn_ex_sp_favorite_content_config, these are the four items marked below here in red.
I'm looking at these records in two groups, the first being associated to sc_cat_item and sc_cat_item_guide. These catalog items are used all over the platform and once they're added to a portal taxonomy as Connected Content, they can be presented alongside each other to allow users to order single or multiple items. There are dedicated forms for Catalog Items and Order Guides by default on the portal. These items can be favorited anywhere in the portal using the heart icon.
The next group are Content Items records in the sc_cat_item_content table that are tagged as External or KB. To be honest, I don't know that I can think of a use case for Content Items tagged as KB. The function is very similar to just including an article on its own. You could potentially set unique Can Read access on the KB Content Item that is more defined than the access available for the Knowledge Base, but it would be a specific scenario that calls for this.
However, Content Items pointing to External Content are a bit more interesting. They can be associated to a Topic and favorited from there and be set to essentially point at any external link you want. You can set them up to be featured as well. They mix right in with internal content and provide a seamless experience for employees going to through Employee Center. The Company Portal link here is pointing at servicenow.com and doesn't appear any different than the neighboring Knowledge Article. These items can also be set to deep link out to other systems from the same content cards. The only draw backs are there wasn't any extended Description that can be added to the tile or any optional indicator that tells the user they would be taken outside the portal when clicking. Favorites for these items can be applied the same as other catalog items in Employee Center.
