Knowledge Management Service Portal widgets

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Knowledge Management Service Portal widgets

    The Knowledge Management Service Portal in ServiceNow uses various widgets to facilitate knowledge search, display search results, and present articles along with related content. This portal replaces the Knowledge Management v3 homepage starting with the Madrid release and is the default experience for customers on Madrid and later versions. The widgets honor Knowledge Management V3 system properties, which can be overridden by widget instance options configured by users with theknowledgeadminoradminroles. Widget instance options are accessed via the control + right-click menu after switching to the Knowledge Management - Service Portal scope.

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    Widget Categories and Functions

    Homepage Widgets

    • Knowledge Homepage Search: Customize search features on the homepage.
    • Knowledge Bases Browse: Displays knowledge base tiles on the homepage.
    • Knowledge Featured Articles: Shows a list of featured articles.
    • Knowledge Most Useful Articles: Lists articles users found most helpful.
    • Knowledge Most Viewed Articles: Displays articles with the highest views.

    Search Results Page Widgets

    • Knowledge Breadcrumbs: Shows navigation path and includes a search box.
    • Knowledge Search Knowledge Facet Header: Displays titles for filter facets.
    • Knowledge Field Facet: Filters search results by knowledge base, category, and author.
    • Knowledge Tags Facet: Filters results by article tags.
    • Knowledge Resource Facet: Filters results by article resource.
    • Knowledge Query Facet: Filters results by article rating, views, and modification date.
    • Knowledge Result Sort: Sorts search results by selected options.
    • Knowledge Selected Filter: Shows active filters and allows clearing selections.
    • Knowledge Result: Displays the filtered search results.

    Article View Page Widgets

    • Knowledge Breadcrumbs: Displays navigation path to the current article.
    • Knowledge Article Content: Configures what article information and actions users can access.
    • Knowledge Article Helpful: Enables users to mark articles as helpful.
    • Knowledge Article Comments: Allows users to add comments to articles.
    • Knowledge Attachments: Shows article attachments if enabled; must be added separately from the Article Content widget.
    • Related Catalog Item: Displays catalog items linked to the article when available.
    • Knowledge Related Articles: Lists related articles, prioritizing manually mapped ones; visible only if related articles exist.
    • Affected Products: Shows products related to the article, appearing only if data is present.
    • Most Recent Tasks: Displays tasks attached to the article when available.
    • Most Useful: Shows articles deemed most useful by users.

    Practical Implications for ServiceNow Customers

    Customers can leverage these widgets to customize the Knowledge Management Service Portal experience to better suit their organizational needs. By configuring widget instance options, administrators can tailor search, navigation, filtering, and article presentation to optimize knowledge discovery and user engagement. The transition to the Service Portal framework also future-proofs deployments by adopting the newer, supported interface and widget set.

    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.