---
title: To Set Up Knowledge Management Features
slug: neurons-for-itsm/admin-user-help/enu/latest/to-set-up-knowledge-management-features
createdAt: 2026-07-14T19:16:45.871Z
---

**Role**: Administrator

This section describes how to configure custom filters and enable ratings and feedback features in the Knowledge workspace within the  Self Service Portal V3.

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## Creating Custom Filters

You can create filters to refine the display of knowledge articles based on user-defined conditions.

**To create a custom filter:**

1. Log in to Neurons for ITSM as Administrator.
2. From the Configuration Console, click** Search Tools** > **Filter Searches**.
3. Under FRS Knowledge, click **Add Filter**. The **Condition Filter** dialog box appears.
4. Specify the following:
   - Condition Name
   - Condition Help
5. Click **Save**. The filter is added under Business Object: FRS\_Knowledge.
6. Click** Add Filter Criteria**. The **Filter Criteria** dialog box appears.
7. Specify the following:
   - Label
   - Control
8. Click **Save**.

The newly created filter will appear under the **Filter and Sort** options when a user with the Self Service role logs in.
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## Example: Creating a User Rating Filter for Knowledge

This example demonstrates how to create a filter based on user ratings for knowledge articles.

1. Log in to Neurons for ITSM as Administrator.
2. From the Configuration console, click** Search Tools** > **Filter Searches**.
3. Under FRS Knowledge, click **Add Filter**. 

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The** Condition Filter **dialog box appears.
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4. Specify the **Condition Name**. In this example, enter User Ratings.

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*The Condition Filter Dialog Box*
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::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/9NRGcYa4371kD7PGSVC8i_condition-filter.png" alt="The Condition Filter dialog box." position="flex-start" size="80" initialPath="../../Resources/Images/SelfServiceMgmt-images/condition filter.png" githubPath="Content/Resources/Images/SelfServiceMgmt-images/condition filter.png" showCaption="false" width="690" height="300" darkWidth="690" darkHeight="300" indent="1"}

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*A Newly Created Filter*
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::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/n0TXaquhuH8Ga-lU5wlHu_user-rating-added.png" alt="Example of a newly created filter." position="flex-start" size="80" initialPath="../../Resources/Images/SelfServiceMgmt-images/user Rating added.png" githubPath="Content/Resources/Images/SelfServiceMgmt-images/user Rating added.png" showCaption="false" width="1501" height="803" darkWidth="1501" darkHeight="803" indent="1"}

5. Click **Add Filter Criteria**. The Filter Criteria dialog box appears. Specify the following:
   - Label: In this example, enter user rating.
   - Control: In this example, select checkbox.
   - Expression: In this example, select **Knowledge**,** User Rating**, and **Equal to** from the drop-down list, and enter 3 in the **Fx** field.
6. Click **Save**.

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The **User Rating** filter will be available in the **Filter and Sort** drop-down list for users with the Self Service role.
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*A User Ratings Filter*
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::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/1XT6I-Js-BZrrr1uMNX0w_user-rating-filter.png" alt="Example of a User Ratings filter." position="flex-start" size="80" initialPath="../../Resources/Images/SelfServiceMgmt-images/user Rating filter.png" githubPath="Content/Resources/Images/SelfServiceMgmt-images/user Rating filter.png" showCaption="false" width="1913" height="997" darkWidth="1913" darkHeight="997" indent="1"}
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## Enabling Knowledge Management Feedback Settings

You can enable user feedback options, including rating and comments, in the Knowledge workspace. Additionally, average ratings can be displayed for each article.

**To enable user ratings and feedback:**

1. Log in to Neurons for ITSM as Administrator.
2. Click **Edit Page** on the top-right corner of the page. 

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The **Page Designer** page appears.
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3. In the center of the **Page Designer** page, select Knowledge Base from the drop-down list.
4. Navigate to **Page Settings** > **Feedback Porperties**
5. Click the toggle buttons for the following options:
   - **Was this article helpful?**
   - **Rate this article**
   - **Comments**
6. Click **Publish** to apply and publish the configuration.

**To enable the average ratings:**

1. Log in to Neurons for ITSM as Administrator.
2. From the Configuration console, navigate to **Build** > **Business Objects** .
3. Click **Knowledge** workspace. The **Business Object FRS\_Knowledge** page appears.
4. Under **Layouts**, locate and click **Knowledge.SelfService.NextGen**. 

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The **Edit Layout: Knowledge.SelfService.NextGen** page appears.
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5. Click **Edit**. Under **ToolBox** section, click **FRS\_Knowledge(Knowledge)** >** Fields**. Drag and drop **User Rating **field into the **List** pane.
6. Click **Save**.

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The average user rating will now be visible for each article in the Self Service Management Portal.
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