Publishing content
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Summary of Publishing content
Content Publishing in ServiceNow enables you to create, schedule, and deliver portal content to employees efficiently. It supports multiple content types and offers flexible options for defining where, when, and to whom content is published.
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Publishing Options
- Publish Plans via Content Library: Ideal for news, rich, or portal content, publish plans integrate with the Content Library workflow. They allow detailed configuration of content appearance, audience targeting, and publishing duration. Note that publishing to Workspace or UIB Workspace requires using the Schedule content form instead.
- Schedule Content Form: Used to configure delivery for mobile content, notifications, to-do content, pulse surveys, and Employee Forums. Also necessary for publishing to Workspace and UIB Workspace.
Publishing Destinations
When setting up a publish plan or content schedule, you specify three key destination fields:
- Location: Typically, Service Portal is the default. Some types like news articles can also be published to the Now Mobile app.
- Page: Selects the portal or taxonomy page where content appears. You can filter pages by widget selection. Taxonomy topics help organize content by subject.
- Widget: Lists supported widgets specific to the content type, ensuring content displays appropriately.
Supported Content Types and Widgets
Different content types map to specific widgets, for example:
- Banners use Banner widgets.
- News articles use News Feed or Featured News widgets.
- Rich content uses Rich Content and Styled Content widgets.
- Videos display in Video Carousel widgets.
Customizing content types and widgets is possible to tailor publishing experiences.
Scheduling Content
The Schedule content form allows you to define:
- Dates: Start and end availability of content.
- Location: Where the content appears (Service Portal or Workspace).
- Page and Widget: Specific portal page and widget instance for display.
- Audiences: Target users or user groups.
- Taxonomy and Topic: Organize content under relevant topics for better discoverability.
Scheduling supports dynamic topic pages, allowing content to be shown on taxonomy-driven pages.
Scheduling Metadata and Controls
When scheduling content, you can specify:
- Title: Automatic or custom name for the scheduled content record.
- Approvers: Optional users who must approve content before publishing.
- Active State: Indicates if the schedule is active and content is available.
- Content association: Link portal content to Agent Workspace components using content identifiers.
- Targeted users and dates: Define audience scope and exact availability periods.
Practical Benefits for ServiceNow Customers
Using Content Publishing, you can precisely control content delivery within your Service Portal, Employee Center, Workspace, and mobile environments. This ensures relevant, timely, and targeted content reaches the right audience through appropriate channels and widgets, enhancing user engagement and communication effectiveness.
Use Content Publishing to create, schedule, and deliver your portal content to your employees.
Options for publishing
Content publishing offers two options for publishing your content:
- Publish plans via Content Library
- Publish plans are integrated in the Content Library workflow and offer a robust configuration options, including where the content will appear, who will see it, and publishing duration. You can create a publish plan
for news, rich, or portal content. For all other content types, you must use the Schedule content form.Note:To publish content to the Workspace or UIB Workspace, you must use the Schedule content form, as the Content Library does not offer the option to publish to the Workspace or UIB Workspace.
- Schedule content form
- Configure content delivery for the following types of content using the Schedule content form:
Publishing destinations
When you are configuring a content schedule or publish plan, you must define the publishing destination via three fields: Location, Page, and Widget.
- Location
- For most content types, Service Portal is the only option. Some content types, such as news articles, enable you to specify a publish plan for the Now Mobile app. For more information, see Publishing news articles.
- Page
- The page field lists portal and taxonomy pages. To narrow the selection, you can first select a widget, then return to the page field, which only lists the pages that contain the widget.Note:If you select a taxonomy topic, the form prompts you to specify the taxonomy and one or more topics.
- Widget
- The widgets field only lists supported widgets for that content type. For more information on the content types, see the table below.
Where you can publish content
| Content type | Supported widgets |
|---|---|
| Banner | Content Experiences |
| Banner | Welcome Banner (CD) |
| Calender | Event Calender |
| Event | Upcoming Events (CD) |
| Image-based link | Quick Links (CD) |
| News article | News Feed |
| News article | Featured News |
| Rich content | Rich Content (CD) |
| Rich text | Announcements (CD) |
| Styled content | Content Experiences |
| Styled content | Styled Content (CD) |
| URL | Information Links (CD) |
| Video | Video Carousel (CE) |
Use Schedule Content, found under Content Publishing to define when you want your content to be available or delivered.
Schedule content includes setting:
- Dates: The start and end dates that your content is available.
- Location: Where your content appears (Service Portal or Workspace).
- Page: The page your content appears on the Service Portal.
- Widget instance: The widget on the page your content appears.
- Audiences: Who the content is for.
- Taxonomy: Groups common topics.
- Topic: Topic heading that your content appears under.
You can also schedule content to widgets within topic pages by selecting a taxonomy and multiple topics. Doing this helps to organize and provide content specific to a topic.
Note:
For more information on topic pages, see Dynamic topic pages.
Publishing schedule content
You can schedule your content to appear in Employee Center and Workspace. The Schedule content form changes depending on where you want your content to appear. To better understand scheduling content, the information on the form can be divided in the
following way:
- Meta data: Provides the basic information required to schedule your content and includes:
- Title: An identifiable name for your schedule content record. It defaults to the name of the content you are scheduling.
- Approvers: You can optionally reference names of people that are required to approve of the content before it can be scheduled for access.
- Active: You can schedule your content for access by date, but won't be available unless you activate the schedule content record.
- State: The current state of your schedule content record.
- Content:
- The content you are scheduling
- Content location by type
- Service Portal
- Workspace: When you choose Service Portal, the page and widget you can select and where your content appears.
- Where your content appears:
- Page: The page on the Service Portal you want your content to appear.
- Widget: The widget on the page of the Service Portal you want your content to appear.
- Content identifier: Associates portal content to Agent Workspace. This is the sys ID for the component in Agent Workspace.
- Component type (announcement or quick link)
- Targeted users and dates
- The audience the content is directed to or you can add specific users you want your content directed to.
- The start and end dates your content is available.