Maintaining Taxonomies Topic Connected/Featured Content

[Shawn Duster SP]

When maintaining connected and featured content in EC Pro (San Diego), we do not see the knowledge article names in the related items lists at the bottom.  This makes it very difficult to curate the content on the page.  

The other issue we're having is when we have featured an article within a topic, once you publish a new version, the new version is no longer featured.  We have to remember to go back to the topic page(s) where the article was featured to add it back in.  Is there a setting or something we can do to keep the equivalent of a permalink so it stays featured regardless of if a new article is published?

Thanks in advance!

[Dario12]

Hey Shawn,

The first issue:

I think you can add a column there which will display the name. However there isn't one existing in my slushbucket now, but you should be able to add option for it..

Regarding the second issue: 

All Knowledge articles should have a permalink and if i'm not mistaken, it should remain the same even if you update the KB and a new version is available. 

The permalink is often located at the lower left corner when viewing in a portal.

In the fullfiller view it can be found in the related list.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0994857

[Shawn Duster SP]

Thanks for the reply. 

Regarding the KA display name in the topic view, there isn't one available when clicking the gear icon.  I should have added that I am not a developer.  I asked our platform development team who said it doesn't look like they can add one either.  I event mentioned this to my ServiceNow badged Customer Success Engineer who seemed to confirm that seems like an oversight.  I'll take another run at it.

As for the Featured Item on a topic being version specific, I am very familiar with permalinks.  However, when you feature a connected item on a topic, it is a version-specific featured item.  When publishing an update to the article, it drops from the featured item on the topic(s).  I see no option to feature the permalink as opposed to the version specific. 

Regards,

Shawn

[Dario12]

Hey Shawn, 

Just tried it out on my instance. 

I don't know if i've done anything different from you or if you want it displayed differently.  But, when i add them like i do below, they get updated at the same time i update the KB. The KB's will show the new edits even when they have not been reviewed and approved... 

When i create a new Quick Link, by going through these steps: 

1. In the filter navigation search for Quick Links.  Should be under 'Content Taxonomy'
2. Click on 'New'

3.  Fill out : 
 Content type: Knowledge Article
 Knowledge Article: The one you want to be displayed
 Quick link name: Could have the same name as the KB. (Visible for you) 
 Title: Here is the name that is visible in the portal taxonomy. (Visible for users)
4. Click 'Submit'
5. Go to the topic or child topic you want it to been shown in.
6. Click Connected content or Quick link.
7. Choose the right KB from the quick links and add.

I hope this helps somewhat, otherwise i'm sorry that i can figure it out. I'm quite new to Employee center myself. 

Best Regards,
Dario

[Shawn Duster SP]

Thanks Dario.  I had discovered that as well, but it really doesn't resolve my issues.  Actually, I may have confused matters by putting two in a single post.  Sorry about that.  

My biggest issue is the first one in that while reviewing the Connected Items at the bottom of a Topic Page, I cannot tell what they are except to go lookup the KA number one at a time.  Ironically, I can see catalog item descriptions.  As you pointed out, I could create the article as a quick link and then connect the quick link as connected content, but this is extra maintenance.  Hopefully, ServiceNow will enhance the related item list to make it more useful.

My second issue with Featured Items is different in that it is featuring a version specific article without a way to feature the permalink version of a connected item.  

Fingers crossed that we'll see enhancement in a near future release because it's making it a bit too complicated to curate a topic without having multiple windows open.