How Do I use the Keywords feature when trying to create a Feature Content article?

barbclark
Mega Expert

‎02-03-2016 02:30 PM

I do not understand the Keywords field when pinning an article to my Featured Content section in Knowledge v3.       I go to Featured Content tab in the KB, I   select an article and Submit.       The error indicates that I must select a keyword.       I choose the Lock on Keyword.     But then I am lost.       What is suppose to be there?     This whole field is empty and I do not see a way to add Keywords.     The Wiki Documentation that I find for this is not helpful or complete enough for me.       I have attached the area in question to this post.

Preview file
25 KB
0 Helpfuls
  • 8,720 Views
15 REPLIES 15

bianca_vaccarin
ServiceNow Employee
ServiceNow Employee

‎02-03-2016 02:58 PM

I believe the featured content uses the keywords from that field to show the selected article based on what the user searches.   So if you select KB000001 and give it the keyword "workflow," users who search for "workflow" will see KB000001 at the top of the search results.



If you are trying to feature the article to the homepage you should be able to select "homepage" from the keywords field and click submit. Lab 8 in britt.champeau guide has steps for featuring content on the homepage and by keyword Guide for moving from KM v2 to KM v3 (download and skip to labs 8.2 and 8.3).


april_mcgehee
ServiceNow Employee
ServiceNow Employee

‎02-03-2016 04:05 PM

Hi Barbara,



This feature can be a little tricky when you first start using it but it looks like you're just missing the step where you add the keywords.



1. Navigate to Knowledge Bases


2. Choose the Knowledge Base your article lives in


3. Got to the related list Featured Content


4. Select New


5. Type in the KB Number


6. Select the unlock button


7. Now hit the magnifying glass (This is what you were missing)


8. Now select new and add your keyword



Knowledge_keywords___ServiceNow_Customer_Service_System_and_ServiceNow_Customer_Service_System.jpg


Preview file
68 KB

danboylan
Kilo Contributor
In response to april_mcgehee

‎02-04-2016 07:30 AM

I can add the keywords to both the knowledge article and knowledge Base Featured Content keywords section, yet the content does not appear in the Featured Content column.


I followed sections 8.2 and 8.3 in the PDF.


Frustrating...


0 Helpfuls

bianca_vaccarin
ServiceNow Employee
ServiceNow Employee
In response to danboylan

‎02-04-2016 07:55 AM

Are you referring to the Featured Content column on the KB homepage? According to the wiki "only articles with the keyword homepage appear in the featured content section. An administrator can customize featured content to change this behavior." Perhaps someone customized the featured content widget to change the "homepage" keyword to something else?



Within individual KBs, featured content will show up at the top of the search results.


0 Helpfuls