To create a consistent user experience for Knowledge Management, integrate Knowledge Management Service Portal in your end-user facing Service Portal.

The Knowledge Management Service Portal includes the following features:

  • Multiple knowledge bases
  • A Knowledge Management article view page with feedback options
  • A Knowledge Management search results page with options to filter and sort search results
  • A number of widgets to enable searches, display search results, display knowledge articles, and so on

By default, all knowledge articles in the Service Portal are redirected to the Knowledge Management article view page using the Knowledge Article View page route map. If upgrading from a previous release, a system administrator can activate the Knowledge Article View page route map to take advantage of the features of the Knowledge Management article view page. For more information, see Activate the Knowledge Article View page on upgrade.

Note: The Knowledge Management Service Portal supports only Zing search and not AI search.

System administrators perform the following tasks to integrate the Knowledge Management Service Portal features with the Service Portal:

Note: These configurations apply to the base system pages within the Service Portal only.

Integrate the Knowledge Management homepage with the Service Portal homepage

Use a page route map to access the enhanced Knowledge Management homepage from the Service Portal homepage.

Before you begin

The Knowledge Management - Service Portal plugin (com.snc.knowledge_serviceportal) is activated.
Note: This plugin is activated by default for customers on Madrid and later releases. Existing customers on release versions prior to Madrid must activate the plugin to perform this configuration task. For more information, see Activate the Knowledge Management Service Portal plugin.

Role required: admin

About this task

The Knowledge Management homepage displays knowledge articles organized by knowledge base and category, featured content, and popular articles. You use a page route map to access the Knowledge Management homepage from the Service Portal homepage.

Procedure

  1. Navigate to All > Service Portal > Page Route Maps.
  2. Click New.
  3. On the Page Route Map form, fill in the fields.
    Table 1. Page Route Map form
    FieldValue
    Service Portal(s) Service Portal
    Route from kb_view2
    Route to kb_home
    Active Selected
    Note: On the Page Route Map form, you can fill in the Short Description and Order fields as appropriate.
  4. Click Submit.

Result

You can now open the Knowledge Management homepage from the Service Portal homepage by clicking the Knowledge link or Knowledge Base icon link.

Integrate the Knowledge Management search results page with the Service Portal search results page

Use a custom knowledge search widget to access the enhanced Knowledge Management search results page from the Service Portal search results page.

Before you begin

Role required: admin

About this task

The Knowledge Management search results page in the Knowledge Management Service Portal includes options to filter and sort search results and a number of widgets to enable searches, display search results, display articles, and so on. In this procedure, to access the Knowledge Management search results page from the Service Portal search results page, you create a custom knowledge search widget named Search Within and add it to the Service Portal search results page.

Procedure

  1. Create a custom knowledge search widget named Search Within.
    1. Navigate to Service Portal > Service Portal Configuration.
    2. On the Service Portal page, click Widget Editor.
    3. Click Create a new widget.
    4. In the Add a Widget dialog box, in the Widget Name field, enter Search Within.
      The Widget ID field is automatically populated based on the widget name.
    5. Click Submit.

      The widget HTML template, client script, and server script display in the widget editor.

    6. In the widget editor, enter the following field values to replace any existing text.
      • In the HTML Template field, enter the following code to add a link to the Knowledge Management search results page in the Search Within widget from the Service Portal.
        <div role="list" class="list-group">
  <span class="list-group-item active">${Search Within}</span>
  <a role="link" class="list-group-item" ng-href="{{data.url}}">${Knowledge}</a>
</div>
      • In the Server Script field, enter the following code to set the URL parameters for the Knowledge Management search results page:
        (function(){
	var q = encodeURIComponent($sp.getParameter('q'));
	var kb = $sp.getValue('kb_knowledge_base') || "";
	data.url = '/sp?id=kb_search';
	if(q)
		data.url += "&keyword="+q;
	if(kb)
		data.url += "&kb_knowledge_base="+kb;
})();
      Note: For more information about these fields, see Widget developer guide.
    7. Click Save.
  2. Add the custom knowledge search widget to the Service Portal search results page.
    1. Navigate to Service Portal > Service Portal Configuration.
    2. Click Designer.
    3. In the Filter by title or Id field, enter sp_search, the ID for the Service Portal search results page, and then select Search.
    4. In the Filter Widget field, search for the Search Within widget and drag it onto the container where you want the widget to appear on the Service Portal search results page.Search Within widget
      Tip: To verify the location and appearance of the newly added Search Within widget on the Service Portal search results page, click the Preview tab.
    The Search Within knowledge search widget is added to the Service Portal search results page. Clicking Knowledge in the widget and searching for a keyword will redirect you to the Knowledge Management search results page in the Knowledge Management Service Portal.

Add widgets to access knowledge articles from the Service Portal homepage

Add the Knowledge Management Service Portal widgets Featured Articles, Most Useful Articles, and Most Rated Articles to the Service Portal homepage to quickly access knowledge articles.

Before you begin

Role required: admin

About this task

For more information about Knowledge Management Service Portal widgets, see Knowledge Management Service Portal widgets.

Procedure

  1. Navigate to All > Service Portal > Service Portal Configuration.
  2. Click Designer.
  3. Select the Service Portal homepage.
  4. In the Filter by title or Id field, enter index, the ID for the Service Portal homepage, and then select Service Portal.
  5. In the Filter Widget field, search for the following Knowledge Management Service Portal widgets, and then drag them onto the container where you want them to appear on the Service Portal homepage.
    Widget NameWidget Display Name
    Knowledge Featured Articles Featured Articles
    Knowledge MostUseful Articles Most Useful Articles
    Knowledge MostViewed Articles Most Viewed Articles
    Tip: To verify the location and appearance of the added widgets on the Service Portal, click the Preview tab.

Result

Clicking a knowledge article link from one of the added widgets on the Service Portal homepage opens the Knowledge Management article view page in the Knowledge Management Service Portal.