Portal FAQ widget instance options form

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Portal FAQ widget instance options form

    The Portal FAQ widget instance options form allows ServiceNow customers to configure how frequently asked questions (FAQs) are displayed on a portal page. This configuration controls the source of FAQ data, presentation details, and user interaction options to create a tailored FAQ experience on the portal.

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    Key Features

    • Data Source Configuration: Select the table containing FAQ records (default is Knowledge [kbknowledge]), specify which fields represent questions and answers, and apply encoded filter queries to display relevant FAQs.
    • Sorting: Define sorting criteria for FAQs by selecting a field (default: View Count) and sort order (default: descending, z to a).
    • Presentation: Set the widget title (default: "Frequently Asked Questions") to customize how the FAQ section is labeled on the portal.
    • Behavior and Interaction:
      • Enable or disable a search field on the widget with customizable placeholder text (default: "Search FAQs").
      • Specify the article page users are directed to when selecting "Read more" (default: kbarticleview page).
      • Control how many FAQs display by default (default: 5 FAQs per page).
      • Choose browse filter options users can apply, such as Knowledge Category or Related products (default: Knowledge Category).
      • Configure the "Show Read More" option behavior to always display or only when content exceeds preview length (default: show when content exceeds preview).

    Practical Benefits

    By configuring these instance options, ServiceNow customers can ensure the FAQ widget presents the most relevant, well-organized information fitting their portal’s needs. This improves user self-service by making FAQs easily searchable, filtered, and accessible with detailed content when needed. Proper setup aligns the widget with organizational knowledge management practices and enhances user engagement through tailored presentation and navigation.

    The instance options enable you to configure the Portal FAQ widget on a portal page.

    Table 1. Data fields on the Instance form
    Instance option Description
    Table Table from which the records shown as frequently asked questions (FAQs) on the widget are selected.

    By default, this field is set to the Knowledge [kb_knowledge] table.
    Question Field The field of the table set in the Table field that contains the questions.

    Records with an empty question field aren't displayed on the widget.
    Answer Field The field of the table set in the Table field that contains the answer.

    Records with an empty answer field aren’t displayed on the widget.
    Query Query to filter FAQs.

    If this field is empty, the widget displays all the FAQs.

    You can include fields from the provided table only in the encoded filter query. For more information, see Generate an encoded query string through a filter
    Sort by Field in the Knowledge [kb_knowledge] table that determines the field by which FAQs are sorted and displayed on the widget.

    By default, the field is set to View Count.
    Sort Order The order of the FAQs on the search result page on the widget.
    The available options are:
    • z to a
    • a to z

    The default order is z to a.

    Note:
    Currently, if you select None, the order is set to z to a.
    Table 2. Presentation fields on the Instance form
    Instance option Description
    Title Required title of a Portal FAQ widget. The default text is Frequently Asked Questions.
    Table 3. Behavior fields on the Instance form
    Instance option Description
    Display search Option to display a Search field on the widget.
    Search Bar placeholder text Placeholder text for the search field label. The default text is Search FAQs.
    FAQ View Page The article page that opens when the Read more option is selected by the user.

    By default, this field is set to the kb_article_view.
    FAQ per page The number of FAQs to appear by default on the widget.

    The default value is set to 5.
    Browse Options The filter options that appear in the widget and can be selected by the user.
    The available options are:
    • Knowledge Category
    • Related products

    The default option is Knowledge Category.

    Note:
    Currently, if you select None, the filter option is set to Knowledge Category.
    Show Read More Displays the entire content of an article when the related FAQ is accessed on the widget.
    The available options are:
    • Always: Display the Show Read More option on a widget for both complete and incomplete preview content
    • Exceeds preview: Display the Show Read More option only when the article content exceeds the preview limit on the widget

    The default option is Exceed preview.

    Note:
    Currently, if you select None, the filter option is set to Knowledge Category.