Knowledge articles on ServiceNow Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read

    • Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.

    Access knowledge articles relevant to your work order tasks

    Search through articles from your organization's knowledge base to find helpful information relevant to a work order task assigned to you.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Open the ServiceNow Agent application.
    2. View or search for the knowledge article.
      ToDo this
      View knowledge articles for a work order task assigned to you
      1. Tap My Work.
      2. In the My Tasks, tap See All.
      3. Select and open the desired task.
      4. Tap the More actions (More actions icon) icon and then select View Knowledge.

      The application uses the task short description to search all knowledge bases and returns articles based on that search.
      Search knowledge articles
      Do one of the following:
      1. Tap Articles.
      2. In the search bar, type the text relevant to the search.

      The application returns a list of knowledge articles based on the search.

      Alternatively, you can browse articles, view popular or the most recently viewed articles by tapping See All in the respective section.

      For more information on accessing knowledge articles, see Now Mobile for Knowledge Management.

    Access information about your team

    Know when your team members are on-site working on a task and if they are on schedule to complete their tasks. You can connect with them by calling or sending a text message.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Open the ServiceNow Agent application.
    2. In the footer navigation bar, tap More and go to My Team.
    3. Tap the desired team and view the group members.
      The agent's email, address, contact number, current schedule status, location are displayed.
    4. Connect with a team member.
      ToDo this
      Place a call Do one of the following:
      • Tap the Phone icon and tap Dial numberto immediately place a call to the team member.
      • Select the member, swipe to the left, and tap Call Mobile.
      • Open the member profile, tap the mobile number, and select Dial number.
      Send a text message

      Do one of the following:

      Tap the Phone icon and tap Send SMS to send a text message to the team member.
      1. Open the member profile.
      2. Tap the mobile number.
      3. Select Send SMS and send your message through one of the available messaging options.
      View the member's location on the map Tap the Map icon to view the team member's location on the map. To toggle back to the list view, tap the List icon.

    Access knowledge articles attached to your work order task

    Access knowledge articles that are attached to work order tasks on the ServiceNow Agent application.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    About this task

    You can view the content of knowledge articles that are attached to your work order tasks in both offline and online modes. The knowledge article view page on ServiceNow Agent provides several details about a displayed article, such as the article number, short description, article content, author, and so on.
    Note:
    The article view count is not updated in the mobile view page.

    Procedure

    1. Open the ServiceNow Agent application.
    2. Tap My Work.
    3. In the My Tasks, tap See All.
    4. Select and open the desired task.
    5. Tap Related > Knowledge Articles.
    6. Open the desired article.

    Result

    The article opens in a Knowledge Details page displayed in another tab within the ServiceNow Agent mobile app. The tab name includes the knowledge article number and the last updated time period.

    Provide feedback for knowledge articles

    Provide feedback on a knowledge article by rating the article, marking the article as helpful or not helpful, and posting and replying to comments for the article on the ServiceNow Agent application.

    Before you begin

    Role required: wm_agent

    About this task

    You can provide feedback on a knowledge article in either online or offline mode. Note that the comment feature is not enabled in offline mode.

    Procedure

    1. Open the ServiceNow Agent application.
    2. Open an article that you want to view from the list of knowledge articles.
      1. Navigate to the ServiceNow Agent application.
      2. Tap My Work.
      3. In the My Tasks, tap See All.
      4. Select and open the desired task.
      5. Tap Related > Knowledge Articles.
      6. Open the desired article.
    3. Provide feedback for the article by marking it as helpful or not helpful, rating it, or leaving a comment.
      ToDo this
      Mark an article as helpful or unhelpful Tap the helpful icon (Helpful icon.) or the not helpful icon (Not helpful icon.).
      Rate the article Tap the star icons displayed on the article to indicate its effectiveness on a scale of 1 to 5.
      Enter your comment [available only in online mode]
      1. Tap the Comments tab.
      2. Enter the comment and click Submit.
      View all comments and replies posted for the article [available only in online mode]
      1. Tap the Comments tab.
      2. Scroll down to see the comments.
      Like a comment on the article [available only in online mode]
      1. Tap the Comments tab.
      2. Underneath a comment, tap the like icon (Like icon.).
      Reply to a comment on the article [available only in online mode]
      1. Tap the Comments tab.
      2. Underneath the comment, tap the reply (Reply icon.) icon.
      3. Enter your comment in the text box that appears, and then tap Submit.

    Access translated knowledge articles

    View translated versions of published knowledge articles through the ServiceNow Agent mobile app.

    Before you begin

    Role required: wm_agent

    About this task

    An article is available in other languages only if an author has created the translation for that knowledge article. If an article translation is not available in your selected language, then the article appears in the original language in which it is created.
    Note:
    Translated knowledge articles are accessible in online mode only.

    Procedure

    1. Open the ServiceNow Agent application.
    2. Open an article from the list of knowledge articles.
      1. Navigate to the ServiceNow Agent mobile app.
      2. Tap My Work.
      3. In the My Tasks, tap See All.
      4. Select and open the desired task.
      5. Tap Related > Knowledge Articles.
      6. Open the desired article.
    3. Tap the Related Lists tab.
    4. Tap Translated articles.
    5. Open an article from the list of translated versions of the article.