Viewing knowledge article details in Agent Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Viewing knowledge article details in Agent Workspace

    ServiceNow’s Agent Workspace allows agents to view comprehensive details of knowledge articles efficiently within a unified interface. This capability helps agents quickly access essential article information, improving knowledge management and support resolution processes.

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    Key Features

    • Knowledge Base and Category: Displays the knowledge base and category where the article is stored, aiding in context and navigation.
    • Read Time: Shows the estimated time to read the article, calculated based on language-specific reading speeds and image count, helping agents decide if they can review the article promptly.
    • Last Updated Time: Indicates how recently the article was updated, measured in days, weeks, or years, ensuring agents use current information.
    • Number of Views: Provides the count of article views within a configurable timeframe, reflecting article popularity and relevance.
    • Average Rating: Displays the weighted average user rating (1-5 scale), carried over to new article versions to signal content quality.
    • Knowledge Article Content: Shows the full text and images of the article for immediate reference.
    • Author and Revision Information: Identifies the original author (first version) and users who revised the article, offering transparency into content changes.
    • Article Number and Version: Shows the unique identifier and selected version of the article, available when versioning is enabled, ensuring precise referencing.
    • Language: Indicates the article’s language and availability of translations for multilingual support.
    • Attachments: Lists any files attached to the article, provided this feature is enabled by the knowledge administrator.

    Practical Benefits for Customers

    By viewing detailed knowledge article information directly in Agent Workspace, agents can:

    • Access contextual and updated knowledge quickly, improving first-contact resolution.
    • Gauge article relevance and quality through read time, view counts, and ratings.
    • Track content authorship and revisions for accountability and accuracy.
    • Utilize multilingual articles and attachments seamlessly when assisting diverse users.

    This feature streamlines knowledge consumption within the Agent Workspace, enabling more informed and efficient service delivery.

    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.

    Figure 1. Sample knowledge article view page in Agent Workspace
    Knowledge article view page in Agent Workspace
    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.