Knowledge Management Service Portal widgets

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Knowledge Management Service Portal Widgets

    The Knowledge Management Service Portal leverages various widgets to enhance content management by enabling searches, displaying results, and showing related articles and items. With the Washington DC release, the Knowledge Management V3 homepage is set for deprecation, replaced by the active Knowledge Management Service Portal for customers on Madrid and later releases. This upgrade facilitates a more user-friendly experience.

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    Key Features

    • Homepage Widgets: Customize search features, browse knowledge bases, and display featured, most useful, and most viewed articles.
    • Search Results Page Widgets: Includes navigation breadcrumbs, filter facets for knowledge base and article tags, sorting options, and display of filtered search results.
    • Article View Page Widgets: Features navigation breadcrumbs, customizable article content, options for user feedback, comments, attachments, related catalog items, related articles, affected products, and recent tasks.

    Key Outcomes

    ServiceNow customers can expect improved search functionality and article management through customizable widget instance options. Users with appropriate roles can configure these widgets to enhance user experience on the Service Portal, ensuring that relevant knowledge is easily accessible and tailored to their needs.

    The Knowledge Management Service Portal uses a number of widgets to enable searches, display search results, and display articles, related articles, and related items.

    In the Knowledge Management Service Portal, the Knowledge Management homepage, search results page, and article view page honor the Knowledge Management V3 system properties. If configured, widget instance options can override the system properties.

    Note:

    Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in the future Y release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers on Madrid and later releases. For more information about the new experience, see Knowledge Management Service Portal homepage features.

    Users with the knowledge_admin or admin role can configure the widget instance options used on the Knowledge Management Service Portal pages. Use the control + right-click menu to access the widget instance options and configure a widget instance. For more information, see Configure widget instance options.
    Note:
    Before configuring widget instance options, switch to the Knowledge Management - Service Portal scope.
    Homepage widgets:
    Search results page widgets:
    • Knowledge Breadcrumbs

      Displays navigation path to the current page and a search box for users to search the knowledge base.

    • Knowledge Search
    • Knowledge Facet Header

      Displays the title for the filter facets.

    • Knowledge Field Facet

      Display search results filtered by knowledge base, knowledge category, and author.

    • Knowledge Tags Facet

      Display search results filtered by article tags.

    • Knowledge Resource Facet

      Display search results filtered by article resource.

    • Knowledge Query Facet

      Display search results filtered by article rating, number of article views, and last modified.

    • Knowledge Result Sort

      Displays search results filtered by sort options for returned results.

    • Knowledge Selected Filter

      Displays the selected facet filters and allows you to clear the selections.

    • Knowledge Result

      Displays search results filtered by returned results.

    Article view page widgets:
    • Knowledge Breadcrumbs

      Displays navigation path to the current page.

    • Knowledge Article Content

      Customize what information users can view and what actions they can perform in the article view page.

    • Knowledge Article Helpful

      Enables users to mark the article as helpful.

    • Knowledge Article Comments

      Enables users to add comments for the article.

    • Knowledge Attachments
      Displays article attachments if the Display Attachment field for the article is enabled.
      Note:
      You must add the Knowledge Attachments widget to any page in addition to Knowledge Article Content widget. After upgrade, if this widget does not get added automatically, you must add it manually.
    • Related Catalog Item

      Displays a list of catalog items mapped to the article. The widget appears only when the related catalog items are available for the selected article.

    • Knowledge Related Articles

      Displays a list of related articles with information similar to the selected article. The related articles are manually mapped, automatically predicted, or both. The manually mapped articles appear first in the widget. The widget appears only when the related articles are available for the selected article.

    • Affected Products

      Displays the products related to the knowledge articles available in the Affected Products related list for the article. The widget appears only when the affected products are available for the selected article.

    • Most Recent Tasks

      Displays the tasks attached to the articles available in the Attached Tasks related list for that article. The widget appears only when the related tasks are available for the selected article.

    • Most Useful

      Displays a list of knowledge articles that users found most useful.