Viewing knowledge article details in Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Viewing Knowledge Article Details in Agent Workspace

    The knowledge article view page in Agent Workspace allows users to access essential details about each knowledge article, facilitating efficient information retrieval and decision-making. This feature is significant for enhancing user experience and operational productivity within ServiceNow.

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    Key Features

    • Knowledge Base: Displays the specific knowledge base and category of the article (e.g., IT and Announcements).
    • Read Time: Indicates estimated reading time based on average reading speeds, adjusted for articles with images.
    • Last Updated Time: Shows how long ago the article was last modified.
    • Number of Views: Tracks how many times the article has been accessed within a configurable time frame.
    • Average Rating: Displays the weighted average rating from user feedback, influencing article credibility.
    • Article Content: Contains the full text and images of the knowledge article.
    • Authored by: Identifies the original author, shown only in the initial article version.
    • Revised by: Indicates any users who have edited the article post-publication.
    • Article Number: Provides a unique identifier for each knowledge article.
    • Version: Displays the current version of the article, provided versioning is enabled.
    • Language: Shows the language of the article if translations are available.
    • Attachments: Lists any files linked to the article, contingent on administrator settings.

    Key Outcomes

    By utilizing the knowledge article view in Agent Workspace, ServiceNow customers can quickly access and assess knowledge articles, improving their ability to find relevant information, gauge the time commitment for reading, and understand article credibility through ratings and author information. This functionality supports effective knowledge management and enhances the overall user experience within the platform.

    View the details of a knowledge article in Agent Workspace.

    The knowledge article view page in Agent Workspace provides several details about a displayed article.

    Figure 1. Sample knowledge article view page in Agent Workspace
    Knowledge article view page in Agent Workspace
    Table 1. Article information displayed on the knowledge article view page in Agent Workspace
    Details Description
    Knowledge base Knowledge base that stores the knowledge article and the article category. In the figure, IT is the knowledge base and Announcements is the knowledge article category.
    Read time Average time to read the knowledge article, which can help you can decide whether you have time to read the article.

    The read time is calculated based on an average reading speed of 200 words per minute. For articles in languages such as Chinese, Japanese, and Korean, the read time is calculated based on an average speed of 500 characters per minute. If images are present in an article, the read time is calculated using the following rules:

    • For the first image add 12 seconds, for the second image add 11 seconds, and so on.
    • If there are more than 10 images, after the tenth image add 3 seconds for each image.
    Last updated time Last time the knowledge article was updated in number of days for the current week, number of weeks, or number of years.
    Number of views Number of times the knowledge article was viewed in the past number of days set by your system administrator in the glide.knowman.view_age.days property. For more information on this property, see Knowledge portal properties.
    Average rating Result of the weighted average rating of the knowledge article based on numeric 1 through 5 ratings. The average rating is carried on the next version of the article.
    Knowledge article content Text and images of the knowledge article.
    Authored by Author of the knowledge article. This field appears only in the first version of a knowledge article.
    Revised by User who revised the article. This field appears if a knowledge article was later edited.
    Article number Unique number automatically assigned to the knowledge article. In the figure, KB0010090 is the article number.
    Version Selected version of the knowledge article. This field appears when the article versioning feature is enabled. In the figure, 1.01 is the selected version of the article.
    Language Language of the selected article. This field appears if the translations of the knowledge article in other languages are available.
    Attachments List of article attachments. This field appears if the knowledge administrator has enabled it to be displayed on the knowledge article view page.