SOW - Use of Favorites?

[Eric G]

We just turned on SOW (previously been working in Native UI for a few years) ... but I am not seeing how users can use Favorites like they can in Native UI within SOW.   

Use case example:   

Many techs have knowledge articles saved in their favorites but accessing these will take them out of SOW... and I cannot find a means to make a favorite in SOW at this time. 

Is there a config item we overlooked or is this a limitation of SOW and favorites are not available?

In addition to this question:

(which would probably be a customization/enhancement) but specialists like to favorite KB articles (or other items) and if favorites can be used in SOW... is there a way to attach the KB to the record from the favorite pulled up?   and not have to go search for the same article using Agent Assist or Recommendations within SOW?

[Tanushree Maiti]

Hi @Eric G ,

In SOW , click on Top bar star icon as per screen shot to create favorites for any record/list including knowledge article.

[sandeepdutt]

Hi @Eric G ,

Unfortunately, you don't really have Favorites in SOW !!

You can use "My Lists" but not favorites.

[Vaishnavi Lathk]

Hello,

Currently, SOW does not natively support the Favorites functionality in the same way as Native UI. This means that technicians cannot mark or quickly access favorite knowledge articles directly within SOW. Accessing a favorite saved in Native UI would take the user out of SOW, as you observed.

At this time, there is no configuration item to enable Favorites in SOW it is a current limitation of the workspace.

[SohamTipnis]

Hi @Eric G,

This is currently a limitation of Service Operations Workspace (SOW). The Favorites feature from the Native UI is not fully supported in Workspace. Favorites are tied to the classic navigation, so when users open them, it usually takes them back to the Native UI. There isn’t a configuration option to enable the same favorites functionality directly in SOW.

For knowledge articles, users typically rely on Agent Assist or the Knowledge search panel within Workspace to find and attach articles to a record.

If favorites are important for your technicians, the only way to replicate this behavior in SOW would be through a custom workspace component that stores and displays a user’s saved KB articles and allows them to attach them directly to the ticket.

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10