Using the homepage of Knowledge Management v3

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Using the homepage of Knowledge Management v3

    The Knowledge Management v3 homepage in ServiceNow organizes knowledge articles by knowledge base and category, highlighting featured and popular content. Accessible viaSelf-Service > Knowledge, it displays only published, valid articles and supports browsing by accessible knowledge bases. However, this homepage isnot customizableand incompatible with Internet Explorer 9 or earlier, redirecting those users to the legacy portal.

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    Starting with the Washington DC release, Knowledge Management v3 is being deprecated and replaced by the more configurable Knowledge Management Service Portal, which is the default experience from the Madrid release onward. Customers should plan to transition to the Service Portal for enhanced features and flexibility.

    Key Features

    • Knowledge Browsing: Articles are organized alphabetically by category or tag, with sorting options by recent updates or view count. Users can comment on articles, though comments lack HTML formatting on this homepage.
    • Article Creation and Import: Users with contribute access can create new articles or import Microsoft Word documents directly from the homepage using the Import Articles button. From Madrid release onward, Word imports can also be done via the Import Articles module in the Application Navigator, which replaces the homepage import button if added.
    • Access Control: Users can only view and interact with knowledge bases they have access to. Buttons for creating or importing articles appear only if the user has contribute rights on at least one active knowledge base.
    • Feedback and Comments: Article feedback comments are visible on the homepage for customers prior to New York release. For newer customers, feedback is available only on the Knowledge Service Portal or Live Feed if configured.
    • Article Count Display: Administrators can enable display of article counts per category (including subcategories) by setting the glide.knowman.shownumberoncategories property to true.
    • Search Capability: A search bar on the homepage allows searching knowledge articles within accessible knowledge bases.

    Key Outcomes

    • ServiceNow customers can efficiently browse, search, and interact with knowledge articles tailored to their access rights.
    • Users with proper permissions can quickly create or import knowledge content to maintain up-to-date knowledge bases.
    • Transitioning to the Knowledge Management Service Portal is recommended for a customizable and enhanced user experience, as the Knowledge Management v3 homepage will be deprecated.
    • Administrators have control over display options like article counts to improve knowledge navigation.

    The Knowledge Management v3 homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles.

    To view the default knowledge homepage, navigate to Self-Service > Knowledge.
    Note:

    • The knowledge homepage is not compatible with Internet Explorer 9 or earlier. Using one of these browsers will cause you to be redirected to the legacy knowledge portal.

    • The Knowledge v3 home page is not customizable. Use the Knowledge Management Service Portal for an easily configurable user experience.

    • Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in a future release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers beginning with the Madrid release. For more information about the new experience, see Knowledge Management Service Portal homepage features.

    If you access knowledge from a service management application, the knowledge homepage for the associate application opens.

    Only published and not yet expired knowledge articles (that is the valid do date not yet reached) appear on the homepage.

    From the homepage, you can import a Word document to a knowledge base by clicking Import Articles.

    Note:
    From Madrid, you can import a word document from the Import Articles module available in the Application Navigator. This feature is active by default for customers on Madrid and later releases. Existing customers on release versions prior to Madrid use the Word import functionality on the Knowledge V3 homepage. Upgrade customers use the Word import functionality on the Knowledge V3 homepage by default. If required, add the Import Articles module to the Application Navigator. If you add the module, the Import Articles button does not appear on the Knowledge v3 homepage.
    You can also create a new article using the Create An Article button.
    Note:
    You must have contribute access to at least one active knowledge base, otherwise these buttons do not appear. See Configuration tasks for knowledge managers.

    You can select a knowledge base to browse articles within that knowledge base. You can view only knowledge bases you can access.

    Articles are organized by category or by tag. Categories are listed alphabetically. You can sort content by most recent update or by number of views.

    You can comment on an article. There is no HTML formatting available for comments on the Knowledge V3 homepage.

    Existing customers on release versions prior to New York can view knowledge article feedback comments in the following ways.
    • On the Knowledge v3 homepage.
    • If the Knowledge Management — Service Portal plugin (com.snc.knowledge_serviceportal) is installed, on the Knowledge Service Portal.
    • If the Use Live Feed for knowledge feedback property is active, in the Live Feed.

    For new customers on New York and later releases, comments can only be viewed in the Knowledge Service Portal.

    An administrator can configure the knowledge homepage to display the number of articles within each category. This count includes articles from subcategories. To display the article count, set the glide.knowman.show_number_on_categories property to true.