Knowledge feature configuration

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Knowledge Feature Configuration

    The Knowledge feature in Engagement Messenger allows ServiceNow customers to configure how knowledge articles are displayed to users. This configuration includes selecting article categories, determining the number of articles shown, and linking knowledge bases to the messenger module.

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    Key Features

    • Show articles by: Choose to display either Featured articles based on associated keywords or Most viewed articles from the selected knowledge base.
    • Article count: Specify how many articles to display on the messenger home page based on the selected category.
    • Knowledge Bases: Associate specific knowledge bases with the messenger module; requires the knowledgeadmin role to add bases.
    • Enable copy permalink: Allows customers to copy the permalink of knowledge articles for easy sharing.

    Key Outcomes

    Correct configuration ensures that users see relevant articles on the messenger home page. Note that if a knowledge base lacks articles, no widget will appear despite configuration selections. The live preview functionality is dependent on the knowledgeadmin’s access to articles; if access is denied, only the titles will show. Changes to the article display settings will refresh titles but not content in the preview.

    Understand the configuration and related lists of the Knowledge feature in Engagement Messenger to configure the field values.

    Table 1. Knowledge feature configuration form
    Field Description
    Show articles by
    Article category that is shown on the home page of the messenger. You can select one of the following categories:
    • Featured articles: Articles that are based on the keywords that are associated with the articles.

      For information on displaying articles in the Featured content section, see Add a knowledge article to featured content.

    • Most viewed articles: Articles that have the highest view among the articles of your knowledge base.

    The articles shown in the messenger are from the knowledge bases that you add in the Knowledge bases field.
    Article count

    Number of articles that are shown on the messenger home page.

    The articles are shown based on the option that you select in the Show articles by field.
    Knowledge Bases List of knowledge bases that are associated with your messenger module.

    Use the Edit option (Lock icon.) and search to add a knowledge base to your messenger module.
    Enable copy permalink Option for enabling your customer to copy the permalink of a knowledge article.
    Figure 1. Knowledge feature widget
    Knowledge feature widget displaying a list of featured articles with the article count set to 2.
    Note the following points while you are configuring the Knowledge feature on your Engagement Messenger module:
    • To add knowledge bases to your messenger module, verify that the knowledge_admin role is manually assigned to the user with Engagement Messenger admin [sn_csm_ec.ec_admin] role.
    • If the knowledge base that you added to the Engagement Messenger has no articles, then the homepage of the messenger UI does not display any knowledge article widget even when you select a value for the Show articles by and Article count fields.
    Note the following points regarding the live preview of Knowledge feature. However, the actual functionality of the feature is not affected when the Engagement Messenger is deployed in your website.
    • The list of articles that is shown in the messenger live preview depends on the application access that the knowledge_admin has to the articles.

      If the knowledge_admin does not have access to any articles, then no content is displayed in the preview. In such a case, only a title Featured articles or Most viewed articles is displayed.

    • Changing the value of the Show articles by field refreshes only the title and not the content in the messenger preview.