Add an affected product to a knowledge article in Agent Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Add affected products to a knowledge article to view the products associated with the knowledge article

    Before you begin

    The Knowledge Product Entitlements plugin (com.snc.kb_product_entitlements) must be activated to use the Knowledge Product Entitlements application. Installing this plugin adds the Affected Products related list to the Knowledge form. For more information, see Knowledge product entitlements.

    You must have contribute access to the knowledge base that stores the knowledge article for which you want to add affected products.

    Role required: agent_workspace_user

    About this task

    This task provides steps to add affected products to a knowledge article in Agent Workspace. You can also add affected products to a knowledge article using the Knowledge Management application in the ServiceNow AI Platform interface. For more information, see Add a related product to a knowledge base or knowledge article.

    Procedure

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. Go to Lists > Knowledge > All Articles.
    3. Click the link to the knowledge article for which you want to add a related product.
    4. On the Knowledge form, in the Affected Products related list, click New.
    5. On the Knowledge Related to Products form, in the Configuration item field, click the search for record icon (Search for Record icon).
    6. In the Configuration item dialog box, click the related product.
    7. Click Save.