Vancouver
Search engine optimization recommendations for Knowledge articles
Improve the search engine optimization (SEO) and accessibility of your knowledge articles by reviewing personalized recommendations and using them to update your articles from the Article Details page.
Suggestions are provided to help you improve the search engine optimization and accessibility of your article, such as removing multiple Heading 1 or <H1> tags. Suggestions are provided for the heading 1 <h1>, anchor <a>, and image <img> tags.
Quick start tests for Knowledge Management
After upgrades and deployments of new applications or integrations, run quick-start tests to verify Knowledge Management works as expected. If you customized Knowledge Management, copy the quick start tests and configure them for your customizations.
Changed: SEO and Accessibility Enhancements for Knowledge Articles
The base system HTML tags used within knowledge articles as displayed on portal pages have been standardized to use Semantic HTML for greater SEO and accessibility for screen readers.
Accessibility
Forced colors
The following Next Experience Components were updated to support the use of Forced Colors, a mechanism that is most commonly activated through an operating system setting for Forced Colors/High Contrast Themes.
This enhancement enables users to customize the colors of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colors to help them successfully view the user interface.
- sn-comparator
- sn-knowledge-detail
- sn-knowledge-socialqa-detail
- sn-kb-flag-modal
- sn-knowledge-content
Support for truncation
The following Next Experience Components were updated to show the truncated text for non-interactive elements when the “Enable keyboard focus on truncated text” accessibility user preference is turned on.
This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences.
- sn-comparator
- sn-knowledge-detail
- sn-knowledge-socialqa-detail
Utah
The ServiceNow® Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Here's a list of Knowledge Management highlights for the Utah release:
- Next Experience UI Theming for Portal
- Next Experience UI Theming for Mobile
- Next Experience UI Theming for Classic Environment
- Human Readable URLs
- Mobile Page SEO Optimization
Next Experience UI Theming for Portal
Beginning with the Utah release, the knowledge articles available on the Knowledge Portal, Now Mobile, and Mobile Agent app offer a new design to support the Next Experience UI theme. The Next Experience theme is certified on the Customer Service Portal, Consumer Portal, and Knowledge Portal.
Next Experience UI Theming for Mobile
Beginning with the Utah release, the knowledge articles available on the Knowledge Portal, Now Mobile, and Mobile Agent app offer a new design to support the Next Experience UI theme.
Next Experience UI Theming for Classic Environment
Beginning with the Utah release, the knowledge articles available on the Knowledge Portal, Now Mobile, and Mobile Agent app offer a new design to support the Next Experience UI theme.
Human Readable URLs
- Use the human-readable URL capability to define the URL structure of Knowledge Portal pages and make a URL more readable by the user. It improves the search experience by giving users a better idea of what they see when they access the link.
Mobile Page SEO Optimization
We've improved load times and key indicators for SEO rankings when viewing Knowledge Articles on mobile. This is not a customer configurable enhancement, customers will begin to experience faster knowledge article load times and enhanced SEO rankings on mobile pages.
Sitemap Generator
Add Knowledge article URLs to your sitemap to improve content indexing by public search engines. Beginning with the Utah release, the configuration to generate a sitemap for Knowledge Portal is inactive for new customers.
Tokyo
This article provides a summary of the Knowledge Management enhancements released in Tokyo. This is not an extensive list of enhancements or deprecations. For deep dives and configuration information, see the product documentation.
Customer Portal Locale
Allow guests and authenticated users to choose a language/local within the Customer Service/Consumer Service/Knowledge Portals without having to change the language on their profile.
Knowledge Block Retiring
Retire a Knowledge Block even if it’s being used in published articles. A retired Knowledge Block will no longer be available in searches or article views.
Control Rating and Feedback at the Knowledge Base Level
Admins or Knowledge Admins can now decide whether to enable or disable rating and marking an article as helpful at the Knowledge Base level. Prior to this enhancement, admins had to clone and modify the widgets on the article view page.
Bulk Translate Knowledge Articles
Perform bulk translations of knowledge articles in multiple languages using the Localization Framework application.
The Bulk Translations feature extends the localization service in Knowledge Management to support customers across geographies by localizing knowledge articles in the language they speak. You can select multiple knowledge articles and translate them into different languages by using the ServiceNow® Localization Framework application. Once the translation process is complete, you can access the translated article from the Knowledge [kb_knowledge] table. You can request translations for up to 200 articles at a time.
For a video walkthrough, see the Knowledge Management SEO portion of this video:
