Knowledge feature configuration

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Knowledge feature configuration

    This guide explains how to configure the Knowledge feature within the Engagement Messenger module in ServiceNow. It focuses on setting field values that control how knowledge articles are displayed to end users through the messenger interface.

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    Key Features

    • Show articles by: Choose to display either Featured articles (based on article keywords) or Most viewed articles (articles with the highest views) on the messenger home page.
    • Article count: Set the number of articles visible on the messenger home page according to the selected category.
    • Knowledge Bases: Associate one or more knowledge bases with your messenger module. This determines the source of articles shown in the messenger. Adding knowledge bases requires the user to have the knowledgeadmin role assigned manually alongside the Engagement Messenger admin role.
    • Enable copy permalink: Allow customers to copy a permanent link to a knowledge article directly from the messenger.

    Important Considerations

    • If no articles exist in the linked knowledge bases, the knowledge article widget will not appear on the messenger home page, even if configuration fields are set.
    • The live preview in Engagement Messenger depends on the article access permissions of the knowledgeadmin user. If that user lacks access, no articles are shown in preview, only the title (Featured or Most viewed articles) appears.
    • Changing the “Show articles by” option updates only the preview title and does not refresh the content displayed in the preview.

    Practical Benefits for ServiceNow Customers

    By configuring the Knowledge feature properly, customers can enhance self-service by presenting relevant knowledge articles directly in the chatbot interface. This reduces the need for manual support intervention and improves user experience through quick access to helpful content. Assigning the appropriate roles and linking the correct knowledge bases ensures the feature operates as expected in both preview and live deployment.

    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.