System content management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of System Content Management

    The System Content Management (CMS) module allows users to manage various types of content across different locations within the ServiceNow platform. This includes managing website pages, blocks, and knowledge articles, which are authored in the Knowledge application. Understanding the table structure and content organization is crucial for efficient CMS usage.

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    Key Features

    • Document Tree Navigation: Users can access the document tree by right-clicking within forms and selecting "Show XML," enabling them to visualize data structure and field values.
    • Content Organization: The kbknowledge table contains essential fields such as active status, author details, short description, and ratings, which help organize and display knowledge articles effectively.
    • Dynamic List Formats: Users are encouraged to explore various web layouts to inspire their CMS design, utilizing elements from notable sites like The New York Times and CNN.

    Key Outcomes

    By leveraging the CMS effectively, ServiceNow customers can create well-organized, user-friendly content that enhances the knowledge-sharing experience. Understanding the table structure and utilizing the provided fields will enable customers to present information dynamically and attractively, ultimately improving user engagement and satisfaction.

    Most of the content in a CMS site is managed in different locations throughout the system.

    For example, if you are building a knowledge website, the pages and blocks exist in CMS, but the knowledge articles are authored and managed in the Knowledge application. The same is true for any other type of content you plan to leverage. It is important to take time to understand the table structure of data to become acquainted with content.

    Links to content are typically static, however, take time to look at the document tree and review how field values are formatted for use within the CMS. To understand the information provided below, right-click within forms in the platform and select Show XML to view the document tree for the referenced table. To see the table values for each field, right-click the form label and choose Show - (field name) or Configure Dictionary for reference.

    Look at several internet news sites for ideas on how to format dynamic list data and also the full article detail. Research blog sites, shopping sites, and any other site you find easy to use, as layout and usability design can be time-consuming. If you find a site that inspires you, emulate it in your design.
    • This New York Times example has two separate list formats.
    • The CNN example has several list formats on the page.
    • Several different list formats are used on the ServiceNow website.

    Knowledge articles - kb_knowledge table

    When you right-click and select Show XML on any form within the system, the document tree for the referenced database table becomes reference-able. Review the following selected subset of the document tree so you can acquaint yourself with the content readily available to your site design.
    <kb_knowledge> 
  <active>true </active> 
  <author display_value= "First Last Name" >Use this field value if author name is important </author> 
  <short_description>Use this field value as the link to the full article detail </short_description>   
  <description>Provide this field value as a 1-2 sentence summary of the article </description>   
  <number>Unique ID can be leveraged in a number of different ways </number> 
  <published>Published time stamp of the article  </published> 
  <rating>This field value provides a 1 to 5 star rating similar to iTunes </rating> 
  <sys_updated_on>Add to supplement article published timestamp </sys_updated_on> 
  <sys_view_count>8 </sys_view_count> 
  <topic>Useful field value in creating hierarchical breadcrumbs </topic> 
  <category>Also useful in organizing articles hierarchically  </category> 
  <use_count>Use this similar to Facebook's "like" feedback, answer to the question was this useful </use_count> 
</ kb_knowledge>
    <?xml version= "1.0" encoding= "utf-8" ?>
<j:jelly trim = "false" xmlns:j = "jelly:core" xmlns:g = "glide" xmlns:j2 = "null" xmlns:g2 = "null" >
 
<div class = "cms_knowledge_list customer_success" >
 <g:for_each_record file = "${current}" max = "${jvar_max_entries}" ><br /><table cellspacing = "0" cellpadding = "0" border = "0" class = "background_transparent" >
  <tr><td class = "cms_knowledge_list_image" >
  <j:if test = "${current.u_logo.getDisplayValue() != ''}" >  
   <div class = "knowledge_article_logo" >
     <a href = "knowledge.do?sysparm_document_key=kb_knowledge,${current.sys_id}" > 
       <img src = "${current.u_logo.getDisplayValue()}" alt = "${current.text}" width = "110px" /> 
     </a>  
   </div>
  </j:if>
  </td>
  <td width = "100%" >
  <a href = "knowledge.do?sysparm_document_key=kb_knowledge,${current.sys_id}" target = "_top" >
    <span class = "cms_knowledge_list_link" >${current.short_description}</span>
  </a>
  <p class = "kb_description" > "${current.description}"
  <!--${SP}-${SP}<span class="cms_knowledge_list_author">${current.author.first_name}${SP}${current.author.last_name}</span>-->
  </p>
  </td></tr><tr>
  <td width = "100%" colspan = "2" class = "kb_learn_more" >
  <p class = "kb_learn_more" >
    <a href = "knowledge.do?sysparm_document_key=kb_knowledge,${current.sys_id}" >Learn More</a>
  </p></td></tr></table>
 
</g:for_each_record></div>
 
</j:jelly>