Viewing knowledge article details in Agent Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Viewing knowledge article details in Agent Workspace

    In Agent Workspace, ServiceNow customers can view detailed information about knowledge articles to efficiently access and assess relevant content. The knowledge article view page presents essential metadata and the article’s content, enabling agents to quickly understand the article’s context, authorship, and usefulness.

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    Key Features

    • Knowledge Base and Category: Identifies the knowledge base and category that organize the article, helping users locate related content.
    • Read Time: Displays the estimated time to read the article based on average reading speeds (200 words per minute or 500 characters for certain languages) including adjustments for images, aiding agents in time management.
    • Last Updated Time: Shows how recently the article was updated, formatted in days, weeks, or years, to indicate currency of information.
    • Number of Views: Indicates how often the article has been viewed within a configurable timeframe, providing insight into article popularity or relevance.
    • Average Rating: Presents the weighted average of user ratings (1 to 5) for the article, reflecting user feedback and quality.
    • Content: Displays the full text and images of the article for reference.
    • Authorship Information: Shows the original author for the first version and the reviser if the article has been edited, ensuring clear attribution.
    • Article Number and Version: Provides a unique identifier and version number when versioning is enabled, helping track article updates.
    • Language: Indicates the language of the article with support for translations when available.
    • Attachments: Lists any article attachments if enabled by the knowledge administrator, offering additional resources.

    Practical Use for ServiceNow Customers

    This detailed view empowers agents to quickly evaluate the relevance and credibility of knowledge articles directly within Agent Workspace, enhancing their ability to resolve issues efficiently. By understanding article metadata such as read time, update recency, and ratings, agents can prioritize which articles to consult. The inclusion of versioning and language information supports managing multilingual content and article lifecycle. Attachments and detailed content presentation further enrich the knowledge experience.

    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.

    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.