---
sourceDocument: Xanadu ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/servicenow-platform
Release :
- xanadu
ft:locale :
- en-US
ft:publication_title :
- Xanadu ServiceNow AI Platform Capabilities
ft:clusterId :
- platcap
bundleId :
- platcap
workflow :
- Platform
---
# Integrating Knowledge Management features with the Service Portal
# Integrating Knowledge Management features with the Service Portal {#ariaid-title1}
* Release version: Xanadu
*
* Updated August 1, 2024
*
*  5 minutes to read
To create a consistent user experience for Knowledge Management, integrate Knowledge Management
Service Portal in your end-user facing Service Portal.
The Knowledge Management
Service Portal includes the following features:
* Multiple knowledge bases
* A Knowledge Management article view page with feedback options
* A Knowledge Management search results page with options to filter and sort search results
* A number of widgets to enable searches, display search results, display knowledge articles, and so on
{#conf-service-portal-know-management__ul_jxh_jyr_bkb}
By default, all knowledge articles in the Service Portal are redirected to the
Knowledge Management article view page using the Knowledge Article View page route map. If upgrading from a previous release, a system
administrator can activate the Knowledge Article View page route map to
take advantage of the features of the Knowledge Management article view page. For
more information, see [Activate the Knowledge Article View page
on upgrade](https://www.servicenow.com/docs/access?context=redirect-knowledge&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US).
Note:
The Knowledge Management Service Portal supports only Zing search and not AI search.
System administrators perform the following tasks to integrate the Knowledge Management
Service Portal features with the Service Portal:
* [Integrate the Knowledge Management homepage with the Service Portal
homepage](https://www.servicenow.com/docs/wa~Mexbwu65cM25yizHwJQ#configure-km-tile-widget "Use a page route map to access the enhanced Knowledge Management homepage from the Service Portal homepage.").
* [Integrate the Knowledge Management search results page with the Service Portal
search results page](https://www.servicenow.com/docs/wa~Mexbwu65cM25yizHwJQ#configure-km-search-results-widget "Use a custom knowledge search widget to access the enhanced Knowledge Management search results page from the Service Portal search results page.").
* [Add the Knowledge Management
Service Portal widgets to quickly access knowledge articles from the Service Portal homepage](https://www.servicenow.com/docs/wa~Mexbwu65cM25yizHwJQ#add-knowledge-quickaccess-widgets "Add the Knowledge Management Service Portal widgets Featured Articles, Most Useful Articles, and Most Rated Articles to the Service Portal homepage to quickly access knowledge articles.") (Optional).
{#conf-service-portal-know-management__ul_qzx_vhw_ccb}
Note:
These configurations apply to the base system pages within the Service Portal only.
**Related concepts**
* [Knowledge Management Service Portal homepage features](https://www.servicenow.com/docs/Yzqf8RnPmYe4RnVCVu7Ozg "The Knowledge Management Service Portal homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles. Learn how to navigate the homepage to search for and find useful and relevant information quickly.")
* [Using search in Knowledge Management Service Portal](https://www.servicenow.com/docs/Ldf0auN41e6wTZCQMJE6ow "View a list of search results as well as options for sorting and filtering the items in the list. You can also use knowledge search in other Service Portals.")
* [Knowledge Management Service Portal article view page features](https://www.servicenow.com/docs/UfoRZagGWSLUcMS~EWSlyw "The knowledge article view page in Knowledge Management Service Portal displays the knowledge article details, including the article number, short description, and article content. You can also give feedback or comment on an article.")
**Related topics**
* [Service Portal pages](https://www.servicenow.com/docs/access?context=c_Pages&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US)
## Integrate the Knowledge Management homepage with the Service Portal homepage {#ariaid-title2}
Use a page route map to access the enhanced Knowledge Management homepage
from the Service Portal homepage.
### Before you begin
The Knowledge Management - Service Portal plugin (com.snc.knowledge_serviceportal) is activated.
Note:
This plugin is activated by default for customers on Madrid and later releases. Existing customers on release versions prior to Madrid must activate the plugin to perform this configuration task. For more information, see [Activate the Knowledge Management Service Portal plugin](https://www.servicenow.com/docs/LvU~sWbEgMZ68Ep6GAkB8g "The Knowledge Management - Service Portal plugin (com.snc.knowledge_serviceportal) is active by default for customers on Madrid and later releases. Existing customers on release versions prior to Madrid can activate the plugin, if required.").
Role required:
admin
### About this task
The Knowledge Management homepage displays knowledge articles organized by knowledge base and category, featured content, and popular articles. You use a page route map to access the Knowledge Management homepage from the Service Portal homepage.
### Procedure
1. Navigate to AllService PortalPage Route Maps.
2. Click New.
3. On the Page Route Map form, fill in the fields.
{#configure-km-tile-widget__table_xfg_czk_wjb__entry__2}
| Field | Value |
|-|-|
| Service Portal(s) | Service Portal |
| Route from | kb_view2 |
| Route to | kb_home |
| Active | Selected |
[Table 1. Page Route Map form]
{#configure-km-tile-widget__table_xfg_czk_wjb}
Note:
On the Page Route Map form, you can fill in the Short Description and Order fields as appropriate.
4. Click Submit.
### Result
You can now open the Knowledge Management homepage from the Service Portal homepage by clicking the Knowledge link or Knowledge Base icon link.
## Integrate the Knowledge Management search results page with the Service Portal search results page {#ariaid-title3}
Use a custom knowledge search widget to access the enhanced Knowledge Management search results page from the Service Portal
search results page.
### Before you begin
Role required: admin
### About this task
The Knowledge Management search results page in the Knowledge Management Service Portal includes options to filter and sort search results and a number of widgets to enable searches, display search results, display articles, and so on. In this procedure, to access the Knowledge Management search results page from the Service Portal search results page, you create a custom knowledge search widget named Search Within and add it to the Service Portal search results page.
### Procedure
1. Create a custom knowledge search widget named Search Within.
1. Navigate to Service PortalService Portal Configuration.
2. On the Service Portal page, click Widget Editor.
3. Click Create a new widget.
4. In the Add a Widget dialog box, in the Widget Name field, enter Search Within.
The Widget ID field is automatically populated based on the widget name.
5. Click Submit.
The widget HTML template, client script, and server script display in
the widget editor.
6. In the widget editor, enter the following field values to replace any existing text.
* In the HTML Template field, enter the following code to add a link to the Knowledge Management search results page in the Search Within widget from the Service Portal.
* In the Server Script field, enter the following code to set the URL parameters for the Knowledge Management search results page:
(function(){
var q = encodeURIComponent($sp.getParameter('q'));
var kb = $sp.getValue('kb_knowledge_base') || "";
data.url = '/sp?id=kb_search';
if(q)
data.url += "&keyword="+q;
if(kb)
data.url += "&kb_knowledge_base="+kb;
})();
{#configure-km-search-results-widget__ul_hfm_3xs_yjb}
Note:
For more information about these fields, see [Widget
developer guide](https://www.servicenow.com/docs/access?context=widget-dev-guide&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US).
7. Click Save.
2. Add the custom knowledge search widget to the Service Portal search results page.
1. Navigate to Service PortalService Portal Configuration.
2. Click Designer.
3. In the Filter by title or Id field, enter sp_search, the ID for the Service Portal search results page, and then select Search.
4. In the Filter Widget field, search for the Search Within widget and drag it onto the container where you want the widget to appear on the Service Portal search results page.![Search Within widget]()
Tip:
To verify the location and appearance of the newly added Search Within widget on the Service Portal search results page, click the Preview tab.
{#configure-km-search-results-widget__substeps_zc1_cpb_xjb}
The Search Within knowledge search widget is added to the Service Portal search results page. Clicking Knowledge in the widget and searching for a keyword will redirect you to the Knowledge Management search results page in the Knowledge Management Service Portal.
## Add widgets to access knowledge articles from the Service Portal
homepage {#ariaid-title4}
Add the Knowledge Management
Service Portal widgets Featured Articles, Most Useful Articles, and Most
Rated Articles to the Service Portal homepage to quickly access knowledge
articles.
### Before you begin
Role required: admin
### About this task
For more information about Knowledge Management Service Portal widgets, see [Knowledge Management Service Portal widgets](https://www.servicenow.com/docs/g_7QbDiyVV1Ti1UqN8xuuA "The Knowledge Management Service Portal uses a number of widgets to enable searches, display search results, and display articles, related articles, and related items.").
### Procedure
1. Navigate to AllService PortalService Portal Configuration.
2. Click Designer.
3. Select the Service Portal homepage.
4. In the Filter by title or Id field, enter index, the ID for the Service Portal homepage, and then select Service Portal.
5. In the Filter Widget field, search for the following Knowledge Management Service Portal widgets, and then drag them onto the container where you want them to appear on the Service Portal homepage.
| Widget Name | Widget Display Name |
| Knowledge Featured Articles | Featured Articles |
| Knowledge MostUseful Articles | Most Useful Articles |
| Knowledge MostViewed Articles | Most Viewed Articles |
|-|-|
{#add-knowledge-quickaccess-widgets__choicetable_sdj_4sf_xjb}
Tip:
To verify the location and appearance of the added widgets on the Service Portal, click the Preview tab.
### Result
Clicking a knowledge article link from one of the added widgets on the Service Portal homepage opens the Knowledge Management article view page in the Knowledge Management Service Portal.
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