Add knowledge blocks to a knowledge article

Extend ServiceNow AI Platform capabilities > Manage content capabilities > <a class="link" href="https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-management/concept/knowledge-management.html" title="The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.">Knowledge Management > Using Knowledge Management >

You can insert one or more knowledge blocks into a knowledge article within a knowledge base. Each knowledge block is secured by user criteria, which controls who can read or not read the content in an article.

Activate the Knowledge Management Advanced plugin

Role required: user must have contributor access to the knowledge base.

Navigate to All > Self-Service > My Knowledge Articles . Click New or open a record. On clicking New , you are provided options to select an article template. The article templates appear when you activate them in the Knowledge > Article templates . Select an article template. Note: You can add or remove knowledge blocks in more than one HTML field of any article template including custom templates.

Fill in the fields on the form, as appropriate. For more details on creating a knowledge article, see Create a knowledge article from an incident in ITSM Agent Workspace . Note: Knowledge blocks are only supported with HTML knowledge articles. Make sure that the Article type field is set to HTML .

In the article body, click where a block needs to be inserted and then click Add Blocks . If the Add Blocks button is not visible, make sure that the knowledge blocks feature is enabled for the knowledge base that the article is in. See Enable knowledge blocks for each knowledge base for more information. Note: Blocks can be added to only the text field.

In the Add Blocks side panel, you can search for, do an advanced search, view, and insert knowledge blocks into the article. To use condition builder with advanced search, see Condition builder . You can also create blocks directly from the side panel.

You can configure the number of search results displayed in the Add Blocks side panel using the glide.knowman.add_blocks.search_results property. By default, the minimum number of search results displayed is 6 and the maximum number of search results displayed is 25. See Knowledge properties for more information. If there are knowledge blocks you cannot find, make sure that the blocks are published, in the same language, and in the same knowledge base as an article.

Optional: Rearrange knowledge block in the article body. Option Steps If you are using a mouse Click the block to select it. Drag and drop the block within the article.

If you are using a keyboard Place your cursor to the left of the block. Press the right arrow key to select the block. Use Ctrl+x and Ctrl+v to cut and paste the block within the article.

The following GIF shows an example of a user moving a knowledge block within an article using a keyboard.

Click Save or Update to create or update the article. Note: You can preview the article with the blocks by user or, if published, date. See <a class="xref" href="https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-management/task/preview-knowledge-article-with-knowledge-blocks.html" title="Preview a knowledge article with knowledge blocks by user or, if published, by date. For an unpublished article, you can preview the article by user by impersonating different users to see how the article displays or hides block content (based on the user criteria set at the knowledge base and knowledge block level). For published articles, you can preview the article by both user and date to see how the article appears in past versions for different users.">Preview a knowledge article with knowledge blocks for more information.

Click Publish to publish the article. Note: Any additional steps required to publish the knowledge article, such as approvals, depend on the publishing workflow for the knowledge base. See Knowledge workflows for more information.

Parent Topic: Using knowledge blocks