Viewing knowledge article details in Agent Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Viewing Knowledge Article Details in Agent Workspace

    This guide provides information on how to view knowledge article details in the Agent Workspace of ServiceNow. The knowledge article view page displays essential information and metrics about each article, aiding agents in their work efficiency and decision-making processes.

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    Key Features

    • Knowledge Base: Displays the specific knowledge base and category where the article is stored.
    • Read Time: Indicates the estimated time to read the article, calculated based on average reading speeds and adjusted for images.
    • Last Updated Time: Shows when the article was last updated, providing context on its relevance.
    • Number of Views: Counts how many times the article has been viewed within a specified timeframe.
    • Average Rating: Displays the article's average rating based on user feedback.
    • Article Content: Contains the text and images of the article itself.
    • Authored by and Revised by: Identifies the original author and any users who have made revisions.
    • Article Number: A unique identifier for the knowledge article.
    • Version: Shows the selected version of the article if versioning is enabled.
    • Language: Indicates the language of the article, including available translations.
    • Attachments: Lists any attachments associated with the article, if enabled.

    Key Outcomes

    By utilizing the knowledge article view in Agent Workspace, ServiceNow customers can quickly access vital information, assess the article's relevance, and enhance their ability to assist users effectively. This structured view streamlines the process of managing knowledge articles, ensuring agents have the tools they need for efficient service delivery.

    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.

    Figure 1. Sample knowledge article view page in Agent Workspace
    Knowledge article view page in Agent Workspace
    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.