Viewing knowledge article details in Agent Workspace

  • Release version: Yokohama
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Viewing knowledge article details in Agent Workspace

    In Agent Workspace, ServiceNow customers can view detailed information about knowledge articles to support efficient case resolution and knowledge management. The knowledge article view page provides comprehensive data about an article’s content, metadata, and usage metrics, helping agents quickly assess the relevance and value of the information.

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    Key Features

    • Knowledge base and category: Displays the knowledge base and article category, helping agents understand the article’s context within the organization’s knowledge structure.
    • Read time: Shows the estimated time to read the article, calculated based on average reading speeds (200 words/minute or 500 characters/minute for languages like Chinese, Japanese, and Korean) plus additional seconds for images. This helps agents decide if they have sufficient time to review the article.
    • Last updated time: Indicates how recently the article was updated, presented in days, weeks, or years, ensuring agents access current information.
    • Number of views: Reflects article popularity by showing how many times it has been viewed within a configurable timeframe, aiding in identifying frequently referenced articles.
    • Average rating: Displays the weighted average rating (1 to 5) from users, carried forward across article versions, to highlight quality and usefulness.
    • Article content: Includes the text and images within the article, providing the core information needed.
    • Authorship details: Shows the original author for the first version and the reviser for edited versions, allowing tracking of content ownership and updates.
    • Article number and version: Unique identifier and version information (when versioning is enabled) help agents reference and differentiate between multiple versions.
    • Language: Indicates the language of the article and availability of translations, supporting multilingual knowledge management.
    • Attachments: Displays any attached files if enabled by the knowledge administrator, providing additional resources linked to the article.

    Practical Use

    ServiceNow customers using Agent Workspace can leverage these article details to quickly evaluate the relevance, quality, and timeliness of knowledge articles while assisting customers or resolving issues. The read time and ratings help prioritize content review, while versioning and authorship information support maintaining article accuracy and accountability. Viewing related tasks such as creating, editing, or publishing articles directly from Agent Workspace streamlines knowledge management workflows.

    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.

    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.