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Enable external or public users to view knowledge articles from the Knowledge Management Service Portal

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Enable external or public users to view knowledge articles from the Knowledge Management Service Portal

Enable knowledge articles on the Knowledge Management Service Portal to be visible to external or public users.

Before you begin

The Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal) must be enabled.

Role required: admin

About this task

If you are using Knowledge Management within the Customer Service application, you can automatically make knowledge public by activating and running the Make KM Service Portal Pages Public fix script after you install the Customer Service Management plugin (com.sn_customerservice).

If you are using Knowledge Management as a standalone application, perform the steps in this procedure.

Procedure

  1. Navigate to Service Portal > Pages.
  2. Search for kb_home and open it.
  3. You have to be in the Global application to edit. If a message appears, click here to edit.
  4. Perform one of the following actions.
    To Do this
    Make knowledge service portal pages visible to public users
    1. Select the Public check box.
    2. Click Update.
    Make knowledge service portal pages visible to external users
    1. Click the edit user roles icon.
    2. Select snc_external and click Done.
    3. Click Update.
  5. Repeat these steps for kb_article_view and kb_search.
  6. Perform one of the following actions.
    To Do this
    Enable access to the knowledge base for public users Ensure that no Can Read user criteria is defined in the knowledge bases you want to give access to.
    Enable access to the knowledge base for external users Add Can Read access to the knowledge base.
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