Expand/Collapse text within a knowledge article

[Kim27]

I was very disappointed with the new knowledge expand/collapse feature rolled out with New York. Many have been requesting this type of feature for a while, but not exactly how it was delivered. 

What we want: the ability to tuck a chunk of content under a title. When clicking on the title, the content expands or collapses. This allows a user to either choose which content they want to view (e.g. iOS or Android) or allows them to easily follow multi-step processes without having to scroll through large amounts of text (e.g. Install [list of step]; Configure [list of steps]; Troubleshoot [list of steps]. 

What was delivered: the ability to expand or collapse entire knowledge article fields. 

Is there anything on the road map to expand/collapse content within an article and not the entire field? I understand that there are many work arounds in existence, but we aren't going to spend the time coding this for each and every article that would benefit from the feature. It's a standard feature on so many other systems with only a highlight and a click, it really stands out as a miss for SN knowledge when you are migrating over content.  

I'm also really struggling with the use case for expanding or collapsing an entire field and would appreciate hearing how any of you may be planning to leverage it. 

[Lokenath Chakra]

Hi Kim,

Ability to expand/collapse within a knowledge article is in the roadmap.

The use case for expanding collapsing entire field was majorly targeted at templated articles e.g. a KCS article has fields environment, issue, cause, resolution. So a user interested in just the resolution can expand and view only the resolution.

Here is a blog on how to do this via summary and details tags:

https://community.servicenow.com/community?id=community_blog&sys_id=5faa87a3db3cc8d0190dfb2439961904

[thomashansson]

Can we hope for expand/collapse feature in Orlando?

We are migrating knowledge-articles from Lotus Notes. They had expand/collapse for at least 20 years and our knowledge workers does really wonder why ServiceNow is lacking this feature.