System content management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    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 System Content Management

    The System Content Management (SCM) feature allows ServiceNow customers to manage various content types across different system locations. For instance, while creating a knowledge website, content such as pages and blocks is handled in the CMS, while knowledge articles are managed through the Knowledge application. Understanding the table structure and data formatting is crucial for effective content management.

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    Key Features

    • Document Tree Visualization: Customers can right-click within forms to select "Show XML" to access the document tree, making it easier to understand the content available for site design.
    • Field Value Utilization: Key fields from the kbknowledge table, such as author, short description, and rating, can be leveraged to enhance the presentation of knowledge articles.
    • Inspiration from Other Sites: Customers are encouraged to explore various websites for design ideas, particularly focusing on usability and layout.

    Key Outcomes

    By utilizing the System Content Management capabilities, ServiceNow customers can effectively design and organize their content. This leads to improved user experiences, as well as better accessibility and engagement with knowledge articles. Customers can expect to create dynamic and visually appealing content layouts that resonate with users, ultimately enhancing the overall knowledge-sharing experience within the platform.

    Most of the content in a CMS site is managed in different locations throughout the system.

    For example, if you are building a knowledge website, the pages and blocks exist in CMS, but the knowledge articles are authored and managed in the Knowledge application. The same is true for any other type of content you plan to leverage. It is important to take time to understand the table structure of data to become acquainted with content.

    Links to content are typically static, however, take time to look at the document tree and review how field values are formatted for use within the CMS. To understand the information provided below, right-click within forms in the platform and select Show XML to view the document tree for the referenced table. To see the table values for each field, right-click the form label and choose Show - (field name) or Configure Dictionary for reference.

    Look at several internet news sites for ideas on how to format dynamic list data and also the full article detail. Research blog sites, shopping sites, and any other site you find easy to use, as layout and usability design can be time-consuming. If you find a site that inspires you, emulate it in your design.
    • This New York Times example has two separate list formats.
    • The CNN example has several list formats on the page.
    • Several different list formats are used on the ServiceNow website.

    Knowledge articles - kb_knowledge table

    When you right-click and select Show XML on any form within the system, the document tree for the referenced database table becomes reference-able. Review the following selected subset of the document tree so you can acquaint yourself with the content readily available to your site design.
    <kb_knowledge> 
  <active>true </active> 
  <author display_value= "First Last Name" >Use this field value if author name is important </author> 
  <short_description>Use this field value as the link to the full article detail </short_description>   
  <description>Provide this field value as a 1-2 sentence summary of the article </description>   
  <number>Unique ID can be leveraged in a number of different ways </number> 
  <published>Published time stamp of the article  </published> 
  <rating>This field value provides a 1 to 5 star rating similar to iTunes </rating> 
  <sys_updated_on>Add to supplement article published timestamp </sys_updated_on> 
  <sys_view_count>8 </sys_view_count> 
  <topic>Useful field value in creating hierarchical breadcrumbs </topic> 
  <category>Also useful in organizing articles hierarchically  </category> 
  <use_count>Use this similar to Facebook's "like" feedback, answer to the question was this useful </use_count> 
</ kb_knowledge>
    <?xml version= "1.0" encoding= "utf-8" ?>
<j:jelly trim = "false" xmlns:j = "jelly:core" xmlns:g = "glide" xmlns:j2 = "null" xmlns:g2 = "null" >
 
<div class = "cms_knowledge_list customer_success" >
 <g:for_each_record file = "${current}" max = "${jvar_max_entries}" ><br /><table cellspacing = "0" cellpadding = "0" border = "0" class = "background_transparent" >
  <tr><td class = "cms_knowledge_list_image" >
  <j:if test = "${current.u_logo.getDisplayValue() != ''}" >  
   <div class = "knowledge_article_logo" >
     <a href = "knowledge.do?sysparm_document_key=kb_knowledge,${current.sys_id}" > 
       <img src = "${current.u_logo.getDisplayValue()}" alt = "${current.text}" width = "110px" /> 
     </a>  
   </div>
  </j:if>
  </td>
  <td width = "100%" >
  <a href = "knowledge.do?sysparm_document_key=kb_knowledge,${current.sys_id}" target = "_top" >
    <span class = "cms_knowledge_list_link" >${current.short_description}</span>
  </a>
  <p class = "kb_description" > "${current.description}"
  <!--${SP}-${SP}<span class="cms_knowledge_list_author">${current.author.first_name}${SP}${current.author.last_name}</span>-->
  </p>
  </td></tr><tr>
  <td width = "100%" colspan = "2" class = "kb_learn_more" >
  <p class = "kb_learn_more" >
    <a href = "knowledge.do?sysparm_document_key=kb_knowledge,${current.sys_id}" >Learn More</a>
  </p></td></tr></table>
 
</g:for_each_record></div>
 
</j:jelly>