Portal FAQ widget instance options form

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Portal FAQ Widget Instance Options Form

    The Portal FAQ widget instance options allow ServiceNow customers to configure how frequently asked questions (FAQs) are displayed on a portal page. This includes selecting the appropriate data sources, defining the presentation of FAQs, and customizing user interaction elements.

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    Key Features

    • Data Fields:
      • Table: Default is Knowledge [kbknowledge]; defines the source of FAQs.
      • Question Field: Specifies the field containing questions; empty fields won't display.
      • Answer Field: Specifies the field containing answers; empty fields won't display.
      • Query: Allows filtering of FAQs; an empty query shows all FAQs.
      • Sort By: Default is View Count; determines sorting of FAQs.
      • Sort Order: Options are z to a or a to z; default is z to a.
    • Presentation Fields:
      • Title: Required title for the widget; default is Frequently Asked Questions.
    • Behavior Fields:
      • Display Search: Option to include a search field in the widget.
      • Search Bar Placeholder Text: Default is Search FAQs.
      • FAQ View Page: Default opens kbarticleview when "Read more" is selected.
      • FAQ Per Page: Default is 5 FAQs displayed on the widget.
      • Browse Options: Default filter is Knowledge Category; includes related products option.
      • Show Read More: Options include Always or Exceeds preview; default is Exceeds preview.

    Key Outcomes

    By configuring these instance options, ServiceNow customers can tailor the FAQ widget to enhance user experience, ensure relevant information is readily accessible, and improve interaction with the knowledge base. These settings allow for a customized display of FAQs, facilitating better user engagement on their portals.

    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.