Portal FAQ widget instance options form

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Portal FAQ Widget Instance Options Form

    The Portal FAQ widget allows you to display frequently asked questions on a portal page. You can configure various instance options to tailor the widget's functionality and appearance to meet your organization's needs.

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    Key Features

    • Table Selection: Choose the table from which FAQs are drawn; defaults to the Knowledge [kbknowledge] table.
    • Question and Answer Fields: Specify fields containing questions and answers, ensuring only records with content are displayed.
    • Filtering and Sorting: Use the query field to filter FAQs and select sorting fields and order (default is by View Count, z to a).
    • Presentation: Set the widget title (default: Frequently Asked Questions) and determine the number of FAQs displayed per page (default: 5).
    • Search Functionality: Optionally include a search bar with customizable placeholder text (default: Search FAQs).
    • Article Navigation: Define the article page linked to the Read more option (default: kbarticleview).
    • Browse Options: Choose filter options such as Knowledge Category or Related Products (default: Knowledge Category).
    • Show Read More: Control the display of the Show Read More option based on content length (default: Exceed preview).

    Key Outcomes

    By configuring the Portal FAQ widget, ServiceNow customers can enhance user experience on their portals, ensuring that relevant information is easily accessible while maintaining control over the presentation and functionality of the FAQs. This tailored approach can lead to improved user satisfaction and engagement with the portal content.

    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.