If upgrading from a previous release, take advantage of the latest article view features by activating the Knowledge Article View page route map. New capabilities include article versioning and using links and images in article feedback. This map is active by default in new instances and applies to all portals in the system.

Before you begin

Role required: admin

About this task

The Knowledge Article View page route map routes the kb_article page to the kb_article_view page. By default, users with the public role cannot access the kb_article_view page. However, your administrator can modify this behavior. For more information, see Enable external or public users to view knowledge articles from the Knowledge Management Service Portal.

After activating the Knowledge Article View page route map, you can:

Procedure

  1. Navigate to All > Service Portal > Page Route Maps.
  2. Open the Knowledge Article View record.
  3. Select Active.
  4. Click Update.

Result

Your end users view knowledge articles in the Service Portal using the kb_article_view page.