Portal Knowledge Quick Links widget instance options form

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Portal Knowledge Quick Links widget instance options form

    The Portal Knowledge Quick Links widget instance options form allows ServiceNow customers to configure how knowledge articles are displayed on a portal page. This configuration controls the source, selection criteria, presentation, and behavior of the knowledge quick links shown to portal users, enhancing knowledge accessibility and user experience.

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    Key Features

    • Knowledge Table Selection: Defines the table (default is Knowledge [kbknowledge]) from which knowledge articles are sourced for display as cards.
    • Display Articles Options: Articles can be displayed based on three modes:
      • Manually Select: Articles are chosen explicitly by the administrator.
      • Dynamic Query: Articles are filtered dynamically using an encoded query string; if no query is provided, all articles are shown.
      • Criteria Based: Articles are shown based on predefined criteria such as Most Viewed, Most Useful, or Featured.

      Note: If “None” is selected, it defaults to Criteria Based with Most Viewed as the fallback criteria.

    • Sorting Options: When using Manually Select or Dynamic Query, administrators can specify the field for sorting (default is View Count) and the order (default z to a).
    • Presentation Settings: Set the widget title (default "Article Quicklinks").
    • Behavior Controls:
      • Toggle between carousel or grid view.
      • Limit the number of quick links displayed (default is 10).
      • Choose a glyph icon for article cards from predefined options.
      • Options to show author name, view count, last updated date, and article rating (star rating appearance controlled by system property glide.knowman.showstarrating).
      • Specify the article view page that opens when a card is clicked (default is Knowledge Article View page).

    Practical Benefits

    By configuring these options, ServiceNow customers can tailor knowledge article presentation to meet user needs, streamline access to relevant knowledge, and enhance portal engagement. The flexible selection and display options enable targeted knowledge delivery, improving user satisfaction and self-service effectiveness.

    The instance options enable you to configure the Portal Knowledge Quick Links widget on a portal page.

    Table 1. Data fields on the Instance form
    Instance option Description
    Knowledge Table Table from which the records shown as a card on the widget are selected.

    By default, this field is set to the Knowledge [kb_knowledge] table.
    Display Articles Displays knowledge articles from the associated knowledge base.
    The available options are:
    • Manually select: Displays knowledge articles chosen in the Manually Select Articles field.
    • Dynamic query: Displays knowledge articles that meet the condition of a query in the Knowledge [kb_knowledge] table defined in the Dynamic Query field. If no query is provided, all knowledge articles are displayed in the widget. For more information, seeGenerate an encoded query string through a filter
    • Criteria based: Displays knowledge article based on the criteria Most viewed, Most useful, and Featured. The criteria is determined by the View field in the Knowledge [kb_knowledge] table.

    The default selection is Criteria based.

    Note:
    Currently, if you select None, the selection is set to Criteria based.
    Manually Select Articles The knowledge base articles to appear on the widget that are chosen manually from a set of predefined articles associated with the portal using the knowledge base ID of the article.

    This field applies only when Manually select is selected from Display Articles.
    Dynamic Query Query to filter the records to display on the widget
    Criteria Based Displays articles on the widget based on the selected criteria.
    The available options are:
    • Most Viewed
    • Most Useful
    • Featured

    This field applies only when Criteria based is selected from Display articles.

    Note:
    Currently, if you select None, the criteria is set to Most Viewed.
    Sort by Determines the field in the Knowledge [kb_knowledge] table by which quick links are sorted and displayed on the widget.

    The default value is View Count.

    This field applies only when Manually select or Dynamic query is selected from Display articles.
    Sort Order The order in which knowledge articles appear on the widget. By default, the order is z to a
    The available options are:
    • z to a
    • a to z

    This field applies only when Manually select or Dynamic query is selected from Display articles.

    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 Knowledge Quick Links widget. The default text is Article Quicklinks.
    Table 3. Behavior fields on the Instance form
    Instance option Description
    Show Carousel Option to switch between carousel view and grid view.
    Max Quicklinks to Display Number of knowledge article quick links to appear by default on the widget.
    Note:

    The default value is 10.
    Glyph Glyph to appear on all cards chosen from a set of predefined glyphs.
    Show Author Option to display the author's name.
    Show View Count Option to display the total number of views of an article.
    Show Last Updated Option to display the date of the last changes made to an article.
    Show Rating Option to display the rating received on an article.

    The appearance of the star rating is defined by the (glide.knowman.show_star_rating) system property.
    Article View Page The article page that opens when the article card is accessed.

    By default, this field is set to the Knowledge Article View (kb_article_view) page.