Using the homepage of Knowledge Management v3

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    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 Using the homepage of Knowledge Management v3

    The Knowledge Management v3 homepage in ServiceNow provides a centralized view of knowledge articles, organized by knowledge base and category, along with featured and popular content. It is accessed viaSelf-Service > Knowledgeand displays only published, non-expired articles. This homepage is not customizable and does not support Internet Explorer 9 or earlier, redirecting users of these browsers to the legacy knowledge portal.

    Show full answer Show less

    Starting with the Washington DC release, the Knowledge Management v3 homepage is being deprecated and replaced by the more configurable Knowledge Management Service Portal, which is active by default from Madrid release onwards. Customers on earlier releases continue to use the v3 homepage by default.

    Key Features

    • Article Organization: Articles are displayed by knowledge base and category, with categories sorted alphabetically. Users can also browse by tags and sort articles by most recent update or number of views.
    • Article Interaction: Users can comment on articles (without HTML formatting), and administrators can configure the homepage to show the number of articles per category, including subcategories.
    • Importing Articles: Users with contribute access to at least one knowledge base can import Microsoft Word documents directly from the homepage using the Import Articles button or module. From Madrid release, the Import Articles module is available in the Application Navigator, and if added there, the homepage button is hidden.
    • Article Creation: Users can create new knowledge articles or create articles directly from incidents in Service Operations Workspace.
    • Search: A search bar on the homepage allows searching for knowledge articles within accessible knowledge bases.
    • Feedback and Comments: Viewing article feedback varies by release and configuration. Prior to New York release, comments can be viewed on the Knowledge v3 homepage, Knowledge Service Portal, or Live Feed depending on plugins and properties. From New York onward, comments are only viewable in the Knowledge Service Portal.

    Practical Considerations for ServiceNow Customers

    • The Knowledge Management v3 homepage suits customers on releases prior to Madrid or those who have not yet switched to the Service Portal experience.
    • Customers should plan migration to the Knowledge Management Service Portal for a customizable and modern knowledge experience as the v3 homepage is deprecated in future releases.
    • Access to knowledge bases and contribute permissions determine the availability of article creation and import features.
    • Administrators can enable category article counts by setting the glide.knowman.shownumberoncategories property to true, improving user navigation.
    • Browser compatibility is limited; Internet Explorer 9 or earlier users will be redirected to the legacy portal, so modern browsers are recommended.

    The Knowledge Management v3 homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles.

    To view the default knowledge homepage, navigate to Self-Service > Knowledge.
    Note:

    • The knowledge homepage is not compatible with Internet Explorer 9 or earlier. Using one of these browsers will cause you to be redirected to the legacy knowledge portal.

    • The Knowledge v3 home page is not customizable. Use the Knowledge Management Service Portal for an easily configurable user experience.

    • 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.

    If you access knowledge from a service management application, the knowledge homepage for the associate application opens.

    Only published and not yet expired knowledge articles (that is the valid do date not yet reached) appear on the homepage.

    From the homepage, you can import a Word document to a knowledge base by clicking Import Articles.

    Note:
    From Madrid, you can import a word document from the Import Articles module available in the Application Navigator. This feature is active by default for customers on Madrid and later releases. Existing customers on release versions prior to Madrid use the Word import functionality on the Knowledge V3 homepage. Upgrade customers use the Word import functionality on the Knowledge V3 homepage by default. If required, add the Import Articles module to the Application Navigator. If you add the module, the Import Articles button does not appear on the Knowledge v3 homepage.
    You can also create a new article using the Create An Article button.
    Note:
    You must have contribute access to at least one active knowledge base, otherwise these buttons do not appear. See Configuration tasks for knowledge managers.

    You can select a knowledge base to browse articles within that knowledge base. You can view only knowledge bases you can access.

    Articles are organized by category or by tag. Categories are listed alphabetically. You can sort content by most recent update or by number of views.

    You can comment on an article. There is no HTML formatting available for comments on the Knowledge V3 homepage.

    Existing customers on release versions prior to New York can view knowledge article feedback comments in the following ways.
    • On the Knowledge v3 homepage.
    • If the Knowledge Management — Service Portal plugin (com.snc.knowledge_serviceportal) is installed, on the Knowledge Service Portal.
    • If the Use Live Feed for knowledge feedback property is active, in the Live Feed.

    For new customers on New York and later releases, comments can only be viewed in the Knowledge Service Portal.

    An administrator can configure the knowledge homepage to display the number of articles within each category. This count includes articles from subcategories. To display the article count, set the glide.knowman.show_number_on_categories property to true.