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

[barbclark]

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.

[barbclark]

So I figured this out.       I was indeed missing select NEW after choosing Keyword.       I added 'Homepage' as the keyword.         Select 'Homepage' for any article that I want on the Featured Content.               I mean it works, but I don't understand it.     If 'Homepage' is the only thing that works here, why not have this as the default or something.        

Then the next question was how to REMOVE the article from the Featured Content.           You go to the Featured Content tab in the Knowledge base and then select the Keyword and delete that record.       Don't select the KB article, just the Keyword.            

[april_mcgehee]

HI Barbara,

The reason for not having "homepage" be the default is because we use "featured content" or pinning as well as making the article show up on your knowledge homepage. Pinning allows you to make sure users will find important articles when typing specific words. Internally in the ServiceNow HI knowledge base I have around 45 articles in "featured content" only a handful of them are on our homepage but all of the others have been added there with different keywords so we can make sure our customers are able to find our high priority articles.

Look at this example. When a user has typed in "pto" there's one article that comes up at the top and in grey. This article was added to the "featured content" and "pto" was added to the keyword.

[Adam Peterson]

Bianca,

Do you know how to customize it so I can pin featured content to an individual KB instead of the Knowledge Base homepage(where I see all the different KB at the top)? I read you can add a system property and give that KB a unique keyword but I can't get it to work.  

[april_mcgehee]

Hi Adam,

This is actually a really easy feature to use.

1. Navigate to Knowledge Bases
2. Select the Knowledge Bases your article lives in
3. Scroll down to the bottom to see your related lists
4. Select the Featured Content tab
5. Select New
   • 
6. Type in the KB Number
7. Select the unlock button
8. Now hit the magnifying glass
9. Select new and add your keyword
10. Add whatever keywords are appropriate for your article then Submit ( you can have multiple here)
    

• 

Now you can go in and test by typing your keyword or a string containing your keyword in your knowledge search bar.

[Adam Peterson]

Thanks for your reply, April. This didn't answer my question though. I am looking for the featured content part, "pin".   Let me try and explain myself more.

When I navigate to Knowledge Bases there is a section called Featured Content. These are pinned articles if you put in the keyword homepage. If I click on a knowledge base called Retail Tech, this opens up their knowledge base and has another section that has featured content. My question is how do I pin something to JUST the Retail Tech knowledge base and not the homepage of Knowledge Bases.   Does that make sense?