How to customize the Knowledge Article preview popup in Service Operations Workspace?
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an hour ago
Hi everyone,
I'm trying to customize the Knowledge Article preview popup/modal in Service Operations Workspace (SOW).
This is the modal that opens when an agent selects a Knowledge Article from the contextual search/OneSearch panel while working on an Incident.
Currently, the modal displays the article title and content, followed by the Helpful? Yes/No section.
My requirement is to display additional metadata at the top of the preview, such as:
- Article Number
- Knowledge Base
- Author
- Last Updated
I've been investigating the UX components and found the Attach and share article macroponent in sys_ux_macroponent, which appears to use the Knowledge Content component and a Get Preview Fields data resource. However, this component isn't normally exposed as a page in the SOW UI Builder experience, and opening the macroponent directly doesn't provide the runtime context/test values needed to reproduce the popup.
Has anyone customized this specific Knowledge Article preview experience in SOW?
In particular, does anyone know:
- Which UI Builder page/macroponent actually controls the Knowledge Article preview opened from contextual search?
- How to access/edit that experience through UI Builder?
- Whether there is a supported configuration for controlling the fields displayed in the preview, rather than modifying the OOTB macroponent?
- How the Knowledge Article sys_id and other runtime properties are passed into this component?
I'm trying to avoid modifying protected/OOTB components directly if there is a supported extension/configuration point.
Any guidance would be appreciated.
