Viewing knowledge article details in Agent Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Viewing knowledge article details in Agent Workspace

    This topic explains how ServiceNow customers can view detailed information about knowledge articles within Agent Workspace, enabling agents to access comprehensive article data efficiently. The knowledge article view page displays essential details that help agents understand and utilize articles effectively during their workflows.

    Show full answer Show less

    Key Features

    • Knowledge Base and Category: Shows the knowledge base storing the article and its category, providing context on the article’s classification.
    • Read Time: Indicates the average time to read the article, calculated based on reading speeds (200 words per minute for most languages; 500 characters per minute for CJK languages) and adjusted for images. This helps agents decide if they have time to review the article fully.
    • Last Updated Time: Displays how recently the article was updated, expressed in days, weeks, or years, helping agents assess article currency.
    • Number of Views: Shows how many times the article has been viewed within a configurable timeframe, offering insight into article popularity or relevance.
    • Average Rating: Provides the weighted average rating (1-5) of the article, which persists across versions, aiding quality assessment.
    • Content: Displays the text and images within the article for direct consumption.
    • Authorship Information: Includes the original author (first article version) and any revisers if the article was edited later.
    • Article Number: Unique identifier automatically assigned to each knowledge article.
    • Version: Shows the selected article version when versioning is enabled, supporting content tracking.
    • Language: Indicates the article language when translations exist, facilitating multilingual support.
    • Attachments: Lists any attached files if enabled by the knowledge administrator, enhancing article detail.

    Practical Use for ServiceNow Customers

    By leveraging the detailed article view in Agent Workspace, agents can quickly access vital article metadata and content to assist in resolving issues or providing information efficiently. Understanding read times, update recency, and ratings aids in selecting the most relevant and trustworthy articles. Visibility into article versions, authorship, and attachments supports thorough knowledge management and ensures accurate information is used during customer interactions.

    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.