--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Portal FAQ widget instance options form # Portal FAQ widget instance options form {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Portal FAQ widget instance options form The Portal FAQ widget instance options form enables ServiceNow customers to configure the behavior, presentation, and data source of the FAQ widget displayed on a portal page. This configuration controls which frequently asked questions (FAQs) appear, how they are filtered and sorted, and how users interact with the widget. Show full answer Show less ## Data Configuration Customers select the source table for FAQs (default is the Knowledge \[kbknowledge\] table) and specify which fields contain the question and answer text. FAQs with empty question or answer fields are automatically excluded from display. An optional encoded query can be used to filter FAQs further based only on fields in the selected table. Sorting is configurable by selecting a sort field (default "View Count") and sort order (default "z to a"). ## Presentation Settings The widget title is customizable, defaulting to "Frequently Asked Questions". This allows branding or contextual adjustments to better fit the portal's look and feel. ## Behavior Settings * **Search Display:** Optionally show a search bar with customizable placeholder text (default "Search FAQs"). * **FAQ View Page:** Defines the article page users navigate to when selecting "Read more" (default is kbarticleview). * **FAQs per Page:** Sets how many FAQs display by default on the widget (default is 5). * **Browse Options:** Choose filter categories visible to users for browsing FAQs, such as Knowledge Category or Related Products (default is Knowledge Category). * **Show Read More:** Controls when the "Show Read More" link appears, either always or only when content exceeds the preview limit (default is "Exceeds preview"). Note that certain options default back to standard settings if "None" is selected, ensuring consistent widget behavior. ## Practical Benefits With these instance options, ServiceNow customers can tailor the FAQ widget to meet their specific portal needs, improving user experience by delivering relevant, well-organized, and searchable FAQ content. This helps users find answers quickly, reduces support load, and enhances self-service capabilities. The instance options enable you to configure the Portal FAQ widget on a portal page. {#r-port-faq-inst-options__table_csm_base_entities__entry__2} | 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](https://www.servicenow.com/docs/access?context=t_GenEncodQueryStringFilter&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US) | | 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 {#r-port-faq-inst-options__ul_o1y_3gw_fzb} The default order is z to a. Note: Currently, if you select None, the order is set to z to a. | [Table 1. Data fields on the Instance form] {#r-port-faq-inst-options__table_csm_base_entities} {#r-port-faq-inst-options__table_zt3_kb1_fzb__entry__2} | Instance option | Description | |-|-| | Title | Required title of a Portal FAQ widget. The default text is Frequently Asked Questions. | [Table 2. Presentation fields on the Instance form] {#r-port-faq-inst-options__table_zt3_kb1_fzb} {#r-port-faq-inst-options__table_hpn_kb1_fzb__entry__2} | 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 {#r-port-faq-inst-options__ul_jpn_kb1_fzb} 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 {#r-port-faq-inst-options__ul_kpn_kb1_fzb} The default option is Exceed preview. Note: Currently, if you select None, the filter option is set to Knowledge Category. | [Table 3. Behavior fields on the Instance form] {#r-port-faq-inst-options__table_hpn_kb1_fzb} **Related concepts** * [Portal FAQ widget](https://servicenow-prod.fluidtopics.net/Q41N2tFu6HjvujvuLd1M5Q "The Portal FAQ widget displays a frequently asked questions list (FAQ) from the selected knowledge table in the widget on the portal. It enables your users to find answers to their queries without the need to contact customer support or navigate through multiple knowledge article pages. You can filter the FAQs using options in the main navigation.") **Related tasks** * [Add and configure the Portal FAQ widget](https://servicenow-prod.fluidtopics.net/5lOetQ8Ohx58UWuVnVwFcw "Add the Portal FAQ widget to your portal and modify its data, presentation, and behavior. You can use the Portal FAQ widget to display a frequently asked questions list (FAQ) from a knowledge table on the portal.")