Replicating Knowledge Base Articles in BoldDesk
The Replicate article feature allows you to display a single article across multiple categories or sections. This improves content organization, accessibility, and user experience while streamlining knowledge base management.
Replicating an Article to other Categories/Sections
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In the KB module, select the article you want to replicate.
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Click More Action and select Replicate from the dropdown list. You can also replicate an article directly from its details page.
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In the pop-up window, select the categories or sections where you want the article to be replicated.
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Click Update and the article will be successfully replicated.
Replicating an Article to a Different Brand
- In the pop-up window, click the funnel-like icon.
- Select the desired brand and then choose the category under that brand.
To replicate an entire category to a different brand, you’ll need to replicate each article within that category individually.
In the Manage Articles section, replicated articles are differentiated by a replicate symbol displayed on the left side.
Viewing an Article’s Replication
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Go to Manage Articles and click on any category or section where the article has been replicated from.
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In the replicated article, click More Action and select View Replication from the dropdown list.
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A pop-up window will appear showing the replication references, including the categories or sections where the article has been replicated.
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You can also view Replication Details on the Article Details page.
Removing a Replicated Article
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In the replication reference window, click the Remove (x) icon to delete the replicated article.
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Alternatively, from the article list page, click More Action on the replicated article and select Remove Replicate from the dropdown list.
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A confirmation dialog box will appear. Click Yes, Remove to confirm.
Replicated Articles in the Customer portal
If an article is replicated in any category or section, it will appear alongside other articles in the section tree view of the customer portal.
- To replicate within a category, select the category alone.
- To replicate within a section, select the section alone.
- An article cannot be replicated to the category/section where it was originally created.
- An article cannot be replicated again to categories/sections where it has already been replicated.
Frequently Asked Questions
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Does replicating an article create a copy in BoldDesk?
No. Replication displays the same article in multiple locations while maintaining a single source of content. -
Can replicated articles be edited independently?
No. Any update made to the original article automatically applies to all replicated instances. -
Can I replicate an entire category at once?
No. BoldDesk requires each article within a category to be replicated individually. -
Is it possible to replicate an article to the same category?
No. BoldDesk prevents replication to the article’s original category or section. -
Can replicated articles be hidden from the Customer Portal?
Yes, by adjusting article visibility or category visibility settings in the Knowledge Base configuration.
