Viewing knowledge article details in Agent Workspace

  • Release version: Zurich
  • 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. The knowledge article view page presents comprehensive information that helps agents quickly understand the article's context, content, and relevance without leaving the workspace.

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    Key Features

    • Knowledge base and Category: Displays the knowledge base and category where the article is stored, aiding in quick identification of the article’s organizational context.
    • Read Time: Shows an estimated reading duration based on average reading speeds (200 words/minute for most languages, 500 characters/minute for CJK languages), including additional time for images. This helps agents decide if they have time to review the article thoroughly.
    • Last Updated Time: Indicates when the article was last updated, shown in days, weeks, or years, to assess content freshness.
    • Number of Views: Displays how many times the article was viewed within a configurable time frame set by the system administrator (via the glide.knowman.viewage.days property), helping gauge article popularity.
    • Average Rating: Shows the weighted average rating (1 to 5) of the article, reflecting user feedback and quality. Ratings persist across article versions.
    • Article Content: Includes the full text and images within the article for immediate reference.
    • Authorship Information: Identifies the original author (visible only in the first version) and any revising user for transparency on content modifications.
    • Article Number and Version: Displays the unique identifier assigned automatically to the article and the selected version if versioning is enabled, supporting precise article tracking.
    • Language: Shows the language of the article and availability of translations if applicable, facilitating multilingual support.
    • Attachments: Lists any attachments associated with the article, if enabled by the knowledge administrator, providing additional resources.

    Practical Benefits for ServiceNow Customers

    This detailed view within Agent Workspace enables agents to efficiently access all relevant knowledge article information in one place, improving resolution times and support quality. By understanding read time and content freshness, agents can prioritize their learning and responses. Visibility into ratings and views helps prioritize high-value content, while versioning and authorship details provide confidence in content accuracy.

    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.