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03-24-2020 11:09 PM
We have been using ServiceNow for some time (almost a year) and we have huge difficulties to get our articles indexed in google This hurts our business since it depends on having articles findable in Google. Can somebody share their experiences with getting Knowledge articles into Google search?
Our SEO identified 5 defects (design defects) and two missing functions in the Service Portal making google indexing difficult, if not impossible. Strangely enough all of the defects in Service Portal were fixed (or not available) in the old serviceNow UI called CMS (Content Management System). The defects and missing functions are as follows:
1. Constant URL - the same URL should point to the published article through the article's lifetime.
This is the biggest defect.
In out-of-the-box SN instance, the URLs point to a specific version of an article, as
https://<instance>/csm?id=kb_article&sys_id=3fd44b8d1be10c1483cb86e9cd4bcbbf
If the article is republished, there is a new sys_id to the published article which require a new URL, and the previous URL is absolete since it tries to access an outdated version.
This is the biggest defect.
In out-of-the-box SN instance, the URLs point to a specific version of an article, as
https://<instance>/csm?id=kb_article&sys_id=3fd44b8d1be10c1483cb86e9cd4bcbbf
If the article is republished, there is a new sys_id to the published article which require a new URL, and the previous URL is absolete since it tries to access an outdated version.
2. Title of the article added to the HTML source code.
It is possible to get the 'Title' into HTLM code only if having sys_id in the title, which is problem #1.
If fixing problem #1 (with our own implementation) by removing sys_id with KB#, adding 'Title' is impossible.
It is possible to get the 'Title' into HTLM code only if having sys_id in the title, which is problem #1.
If fixing problem #1 (with our own implementation) by removing sys_id with KB#, adding 'Title' is impossible.
3. Description added in the HTML source code.
Even if this is documented, and there is a configuration for it, the function does not work.
Even if this is documented, and there is a configuration for it, the function does not work.
4. Canonical URL in the HTML source code
Not possible to add Canonical link, and not possible to get a fix for it.
Not possible to add Canonical link, and not possible to get a fix for it.
5. Consistency of internal links within the portal. The internal links should use the canonical links.
The Articles should be referred through the system with the URL that we want google to index.
The Articles should be referred through the system with the URL that we want google to index.
6. Title of the article added to the URL
The function improves drastically google rating.
This is not a defect, rather the function is missing in ServiceNow
The title of the article is added to the URL itself, as in this article found on the Web:
https://www.ibm.com/support/pages/troubleshooting-technote
where the title of the article is "Troubleshooting technote".
The function improves drastically google rating.
This is not a defect, rather the function is missing in ServiceNow
The title of the article is added to the URL itself, as in this article found on the Web:
https://www.ibm.com/support/pages/troubleshooting-technote
where the title of the article is "Troubleshooting technote".
7. Sitemap
ServiceNow does not provide Sitemap.
We implemented it on our own.
Solved! Go to Solution.
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