Knowledge Management Service Portal widgets

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Knowledge Management Service Portal widgets

    The Knowledge Management Service Portal leverages multiple widgets to provide a comprehensive knowledge experience, including search functions, displaying search results, and presenting articles along with related content. These widgets respect the Knowledge Management V3 system properties, with the possibility to override settings through widget instance options. The portal replaces the older Knowledge Management v3 homepage and is the default experience for customers from the Madrid release onward.

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    Administrators with the knowledgeadmin or admin roles can configure these widget instance options via the control + right-click menu in the Knowledge Management - Service Portal scope.

    Key Widgets by Page

    Homepage Widgets

    • Knowledge Homepage Search: Customize homepage search features.
    • Knowledge Bases Browse: Displays knowledge base tiles.
    • Knowledge Featured Articles: Lists featured articles.
    • Knowledge Most Useful Articles: Lists articles rated most useful by users.
    • Knowledge Most Viewed Articles: Lists the most viewed articles.

    Search Results Page Widgets

    • Knowledge Breadcrumbs: Shows navigation path and search box.
    • Knowledge Search Facet Header: Displays facet filter titles.
    • Knowledge Field Facet, Tags Facet, Resource Facet, Query Facet: Enable filtering results by various criteria like knowledge base, tags, ratings, and modified date.
    • Knowledge Result Sort: Allows sorting search results.
    • Knowledge Selected Filter: Shows and clears selected filters.
    • Knowledge Result: Displays the filtered search results.

    Article View Page Widgets

    • Knowledge Breadcrumbs: Shows navigation path.
    • Knowledge Article Content: Customizes article display and user actions.
    • Knowledge Article Helpful: Lets users mark articles as helpful.
    • Knowledge Article Comments: Enables article commenting.
    • Knowledge Attachments: Displays attachments when enabled; must be added manually if not auto-included after upgrade.
    • Related Catalog Item: Shows catalog items linked to the article, visible only if such items exist.
    • Knowledge Related Articles: Shows related articles, prioritizing manually mapped ones.
    • Affected Products: Displays products linked to the article.
    • Most Recent Tasks: Shows recent tasks associated with the article.
    • Most Useful: Lists articles users found most helpful.

    Configuration and Activation

    The Knowledge Management - Service Portal plugin is enabled by default for Madrid release and later customers. Earlier release customers can activate it manually if needed.

    Widget instance options can be configured for various widgets across homepage, search results, and article view pages. These configurations allow tailoring the behavior and display of:

    • Search widgets and homepage search features
    • Knowledge base tiles and popular article lists on the homepage
    • Search result sorting and filtering facets
    • Article lists and search results display
    • User actions and interactive features on the article view page (helpful marking, comments, related catalog items, related articles)

    Configuring these widget instance options enables ServiceNow customers to customize the knowledge experience to their organizational needs, improving user engagement and information accessibility.

    The Knowledge Management Service Portal uses a number of widgets to enable searches, display search results, and display articles, related articles, and related items.

    In the Knowledge Management Service Portal, the Knowledge Management homepage, search results page, and article view page honor the Knowledge Management V3 system properties. If configured, widget instance options can override the system properties.

    Note:

    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.

    Users with the knowledge_admin or admin role can configure the widget instance options used on the Knowledge Management Service Portal pages. Use the control + right-click menu to access the widget instance options and configure a widget instance. For more information, see Configure widget instance options.
    Note:
    Before configuring widget instance options, switch to the Knowledge Management - Service Portal scope.
    Homepage widgets:
    Search results page widgets:
    • Knowledge Breadcrumbs

      Displays navigation path to the current page and a search box for users to search the knowledge base.

    • Knowledge Search
    • Knowledge Facet Header

      Displays the title for the filter facets.

    • Knowledge Field Facet

      Display search results filtered by knowledge base, knowledge category, and author.

    • Knowledge Tags Facet

      Display search results filtered by article tags.

    • Knowledge Resource Facet

      Display search results filtered by article resource.

    • Knowledge Query Facet

      Display search results filtered by article rating, number of article views, and last modified.

    • Knowledge Result Sort

      Displays search results filtered by sort options for returned results.

    • Knowledge Selected Filter

      Displays the selected facet filters and allows you to clear the selections.

    • Knowledge Result

      Displays search results filtered by returned results.

    Article view page widgets:
    • Knowledge Breadcrumbs

      Displays navigation path to the current page.

    • Knowledge Article Content

      Customize what information users can view and what actions they can perform in the article view page.

    • Knowledge Article Helpful

      Enables users to mark the article as helpful.

    • Knowledge Article Comments

      Enables users to add comments for the article.

    • Knowledge Attachments
      Displays article attachments if the Display Attachment field for the article is enabled.
      Note:
      You must add the Knowledge Attachments widget to any page in addition to Knowledge Article Content widget. After upgrade, if this widget does not get added automatically, you must add it manually.
    • Related Catalog Item

      Displays a list of catalog items mapped to the article. The widget appears only when the related catalog items are available for the selected article.

    • Knowledge Related Articles

      Displays a list of related articles with information similar to the selected article. The related articles are manually mapped, automatically predicted, or both. The manually mapped articles appear first in the widget. The widget appears only when the related articles are available for the selected article.

    • Affected Products

      Displays the products related to the knowledge articles available in the Affected Products related list for the article. The widget appears only when the affected products are available for the selected article.

    • Most Recent Tasks

      Displays the tasks attached to the articles available in the Attached Tasks related list for that article. The widget appears only when the related tasks are available for the selected article.

    • Most Useful

      Displays a list of knowledge articles that users found most useful.