In the ServiceNow Agent app, fields of type HTML and Translated HTML are being displayed as plain text
Our development team confirmed that HTML type fields are not support for the ServiceNow Agent App in Madrid. PRB1328443 has been created to track this issue.
As a workaround you can create a URL type applet that links to the Service Portal knowledge page:
[code]<a href='https://hi.service-now.com/kb_view.do?sys_kb_id=265bf695db803fc466e0a345ca9619c4' target="_blank">KB0730600 - Configure a URL screen</a>[/code]