Cross-channel favorites

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Cross-channel favorites

    Cross-channel favorites in Employee Center allow employees to quickly access frequently used content through the My Favorites widget on the home page or the global navigation bar. By default, favorites are enabled for Requests, Articles, and Applications content types, although the Applications favorites feature is exclusive to EC Pro customers.

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    Key Features

    • My Favorites Widget: Employees can view and manage their favorite items, which are sorted by various criteria such as Recently Accessed, Date Added (newest), and Date Added (oldest).
    • Customization: Admins can set up favorite card details and change the favorite icon through the Quick start config.
    • Visibility Control: User permissions can be configured to control access to favorited topics based on availability.
    • Favorites Troubleshooting: Guidance is provided for resolving issues related to favorites, including ensuring the necessary plugins are installed and configurations are set correctly.

    Key Outcomes

    By configuring favorites, ServiceNow customers can enhance employee engagement by allowing personalized access to relevant content. This leads to improved efficiency and satisfaction as employees can quickly find the resources they need. The favorites functionality, enabled by default, can be tailored further to align with organizational needs.

    A cross-channel favorites provides quick access to the content the employees use frequently and offers extensibility for BUs.

    Employees can view and access their favorited content directly from the My Favorites widget on the Employee Center home page or from the My Favorites link on the global navigation bar.​

    By default, favorites (sp_favorite) are enabled for Employee Center and MESP portals​ for Requests, Articles, and Applications content types.
    Note:
    The Favorites option for Applications is available to only EC pro customers as App launcher is an EC Pro feature.
    Employees can see the favorites icon on the following types of pages or sections:
    • Topic page
    • Catalog page detail view
    • Knowledge page detail view
    • Service catalog page
    • My applications page
    • My applications widget
    • Recommended for you widget
    You can set up the favorite card details and use the default favorite icon default favorite icon default without selection to bookmark content as your favorites. When your employees mark content as favorites, the favorite icon appearance changes to default favorite icon default with selection.
    Note:
    To change the icon, go to Service Portal > Portals > Employee Center > Quick start config, and update the icon.

    My Favorites

    You can access all your favorite items on the widget from My Favorites of the Employee Center home page header.​ Browse the list of your favorites, sort by date or recency, and see card view and list view.

    The My Favorites widget appears only when you mark some content as your favorite. However, you can show the empty favorites widget on the home page when you select Show empty state from the instance options.

    Favorites sorting

    You can configure the sort order of the favorited items using instance options. On configuration, your employees can sort the favorites from the favorites section in one of the following ways:
    • Recently Accessed
    • Date Added (newest)
    • Date Added (oldest)

    To fix issues with alphabetical sort order of favorites, see KB1348001.

    Favorites and topic security

    You can configure user permissions such as Available for and Not Available for. When the favorited topic is not marked available for the user, the topic isn't visible from My Favorites and on the favorites widget.

    For more information, see Enable user criteria for topics.

    Favorites troubleshooting

    Follow these steps to troubleshoot issues with Favorites:
    • For upgrades, you can allow the RCAs related to favorites.
    • Ensure you install and update the latest plugins.
    • On the sp_portal table, set Enable favorite value to True.
    • Remember, any customizations may impact the display and functionality of the favorites.
    • Favorite applications cannot be viewed from Now Mobile.