How to add more items in 'support resources' in employee center portal

aiswaryabk
Tera Contributor

‎10-23-2025 02:31 AM

How to add more items like articles or request in 'support resources' in employee center portal

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MaxMixali
Kilo Sage

‎10-24-2025 12:41 AM

 

ServiceNow – Add More Items (Articles, Requests, or Catalog Items) to Support Resources in Employee Center

 

 

 

Overview

 

 

The Support Resources section in Employee Center / Employee Center Pro helps guide users toward helpful content such as:

 

  • Knowledge Articles

  • Catalog Items (Requests)

  • Communities or External Links

 

 

You can customize and expand this section to include additional items, requests, or content types based on user needs or business requirements.

 

 

 

Steps to Add More Items to “Support Resources”

 

 

 

1. Identify the Widget / Component Source

 

 

The Support Resources section is typically driven by:

 

  • UI Builder Component: Support Resources (used in the Employee Center Experience)

  • Data Source: “Related Items” or “Support Resources Configuration” record in the sys_portal_widget or sn_esg_support_resources_config table.

 

 

Navigate to:

📍 UI Builder → Employee Center → Page → Support Resources Section

 

 

 

2. Add More Content Manually via UI Builder

 

 

  1. Go to UI Builder → Open the Employee Center experience.

  2. Open the page that contains the Support Resources section (usually under Topic Detail, Article, or Catalog Item page).

  3. Locate the Support Resources component.

  4. In the component properties:

     

    • Click “Edit Configuration”

    • Add new content under:

       

      • Knowledge Articles

      • Catalog Items / Requests

      • Community / External Links

       

     

  5. You can manually add sys_ids or dynamic filters to fetch items.

 

 

 

 

3. Configure via the “Support Resource Configurations” Table

 

 

If your instance uses the Support Resources Configuration model:

 

  1. Navigate to:

    All → Employee Center → Support Resource Configurations

  2. Click New

  3. Fill out the fields:

     

    • Name: Descriptive name (e.g., “HR Requests” or “IT Help Articles”)

    • Type: Choose Catalog Item, Knowledge Article, or External Resource

    • Resource Link: Select or reference the item/article/link

    • Topic / Category: Link it to a specific topic category so it appears in the right context

     

  4. Save the record.

 

 

 

 

4. Using Dynamic Relationships (Recommended)

 

 

If you want Support Resources to appear contextually (for example, based on the topic, catalog item, or KB article being viewed):

 

  1. Use the Content Mapping Framework:

     

    • Navigate to Employee Center → Topic Management → Topic Details

    • Open the topic where you want support resources to appear.

     

  2. Scroll to Support Resources (Related List)

  3. Click New and link:

     

    • Knowledge Articles

    • Catalog Items

    • Communities

    • External URLs

     

  4. Save and publish.

 

 

Now, the Employee Center dynamically shows resources based on the topic a user is browsing.

 

 

 

5. (Optional) Add via Content Delivery

 

 

If you use Content Delivery for Employee Center Pro:

 

  1. Go to Content Delivery → Content Items

  2. Create a new content item for each support resource.

  3. Add them to a Content Collection.

  4. Associate the collection with a specific topic or page layout.

  5. Publish the changes.

 

 

 

 

6. Test and Validate

 

 

  1. Open the Employee Center portal as an end user.

  2. Navigate to the topic or article related to your change.

  3. Confirm that:

     

    • New items appear under “Support Resources”.

    • Filters or conditions work as expected.

    • Only relevant users see the new resources (based on audience filters or criteria).

     

 

 

 

 

7. (Optional) Add Role-Based Visibility

 

 

You can restrict visibility by adding Audience or User Criteria:

 

  • For Knowledge Articles → Use “Can Read” criteria.

  • For Catalog Items → Use “Visible to” roles or user criteria in the catalog definition.

  • For External Resources → Apply the same logic in Support Resource Configuration.

 

 

 

 

Summary

 

 

✅ To add more items to Support Resources:

 

  1. Edit the Support Resources Component in UI Builder.

  2. Or configure new Support Resource Configurations records.

  3. Link them to topics or content in the Employee Center framework.

  4. Optionally use Content Delivery and Audience Filtering for advanced control.

 

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MaxMixali
Kilo Sage

‎10-24-2025 01:07 AM

ServiceNow – Adding More Items (Articles, Requests, etc.) in 'Support Resources' on Employee Center Portal

Overview
--------------------------------------------------
In ServiceNow’s **Employee Center (EC)** or **Employee Center Pro**, the “Support Resources” section is a dynamic content area designed to display contextual help such as:
- Knowledge articles
- Catalog items (requests)
- Quick links or resources

By default, the data displayed there is driven by **Content Definitions**, **Search Sources**, or **Recommendations** based on the Service Portal widget configuration and the **topic context**. To add more items, you can configure these elements in the **Content Framework**.

--------------------------------------------------
Step-by-Step: Add Articles or Requests to Support Resources

✅ **Step 1 – Identify the Page Context**
1. Navigate to: **Employee Center → Manage Experience → Content Experiences**.
2. Find the experience (e.g., “HR”, “IT Support”, “Facilities”, etc.) and select the page containing “Support Resources”.
3. Open the **Support Resources component** (in UI Builder).

✅ **Step 2 – Locate the Data Source**
The Support Resources widget uses a **Content Definition** to retrieve items.
Check under:
**Content → Definitions** (`sys_ux_content_definition` table).

Typical content definitions used:
- **Support Resources: Knowledge Articles**
- **Support Resources: Catalog Items**
- **Support Resources: Requests (Record Producers)**

✅ **Step 3 – Extend or Modify the Content Definition**
If you want to include more types (e.g., additional catalog items or knowledge categories):
1. Go to **Content → Definitions**.
2. Open the relevant definition (e.g., “Support Resources – Knowledge Articles”).
3. Add new **conditions or queries** under the **Content Items Source** tab:
- For Articles → Filter by category, topic, or tags.
- For Catalog Items → Filter by catalog or category.

Example (for Catalog Items):
```
[Active] = true
[Category] = "Software Requests"
```
Example (for Articles):
```
[Knowledge Base] = "IT Knowledge Base"
[Category] = "VPN Access" OR "Email Setup"
```

✅ **Step 4 – Add New Content Definition (Optional)**
If you want to add new item types:
1. Create a **New Content Definition**.
2. Choose **Data Source Type** (Knowledge, Catalog Item, or Custom Source).
3. Define conditions and layout (e.g., cards, list).
4. Link it to the Support Resources section in the page using **UI Builder → Add Slot Content**.

✅ **Step 5 – Configure Topics (if contextual)**
Employee Center often displays Support Resources **based on topic context** (topic = record in `sys_ux_topic` table).
1. Navigate to: **Content → Topics**.
2. Open or create a topic (e.g., “Password Reset”).
3. Under **Content Configuration**, add your new definition or extend existing ones.

✅ **Step 6 – Test the Changes**
1. Go to Employee Center portal.
2. Select the topic (e.g., IT Support → VPN Access).
3. Check that your new article or request appears under **Support Resources**.

--------------------------------------------------
Advanced Option – Use Dynamic Recommendations
--------------------------------------------------
If you are using **AI Search** or **Recommendation Engine**, you can configure it to suggest more resources automatically.

1. Go to **AI Search → Search Sources**.
2. Include additional sources such as:
- `kb_knowledge` (Knowledge)
- `sc_cat_item` (Catalog Items)
- `sp_quick_link` (Quick Links)
3. Rank or weight results based on usage or relevancy.

--------------------------------------------------
Best Practices
--------------------------------------------------
✔ Use **tags and topics** to group related articles and requests.
✔ Keep “Support Resources” targeted — avoid showing too many unrelated items.
✔ Use **Content Definitions** rather than hardcoding data in the UI Builder.
✔ For Employee Center Pro, use **Contextual Search** and **Recommendation Engine** for richer results.

--------------------------------------------------
Example Use Case
--------------------------------------------------
**Goal:** Add “VPN Access Request” catalog item and “VPN Setup Guide” article under Support Resources for topic “Remote Work”.

1. Add topic “Remote Work” in **Content → Topics**.
2. Add two content definitions:
- One for `sc_cat_item` filtered by “VPN Access Request”.
- One for `kb_knowledge` filtered by “VPN Setup Guide”.
3. Map both content definitions to the “Support Resources” slot of the topic page.
4. Publish and test.

--------------------------------------------------
Summary
--------------------------------------------------
To add new items in Support Resources (Employee Center):
1. Modify or add **Content Definitions** for Knowledge or Catalog data.
2. Link them to **Topics** or directly in **UI Builder**.
3. Test your configuration and ensure visibility through proper ACLs.

Result:
Your Employee Center “Support Resources” will now show additional articles or requests tailored to your user context or topic.

 

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