Setting Up Knowledge Base Portal Configuration

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Setting up Knowledge Base configuration is a crucial process for managing content effectively. This guide provides a detailed walkthrough to help you configure articles seamlessly. The Knowledge Base portal has the following configuration:

KB Home Configuration
Article Configuration
Enable AI Assistance in KB Search
Enable Satisfaction Feedback
SEO

To get these configurations, please ensure you have enabled Knowledge Base.

KB (Knowledge Base) Home Configuration

Configuration	Description
Banner Heading	The main headline text displayed on the top banner of the knowledge base home page.
Banner Description	Refer to the section at the top of a knowledge base page that provides key information about the portal.
Banner Text Color	Controls the color of the text in the banner heading and description.
Banner Background	Specifies the background color or gradient of the top banner section.
Background Color	Sets the background color for the entire portal page (outside the banner) to define the overall visual theme.
Background Image	Allows you to upload or set an image as the background of the portal or banner to add visual interest/branding to the knowledge base.
Show Popular Articles	Displays a section highlighting the most viewed or engaged articles.
Number of Articles to Show	Specifies how many articles are displayed in the portal per page.
This Portal Can Be Viewed By	Defines who can access the portal based on privacy: Logged-in users or All Users.
SEO	A section dedicated to configuring metadata that helps search engines index your portal properly, improving the visibility and discoverability of your knowledge base on search engines like Google. It includes Meta Title, Meta Description, and Open Graph.
OG Image	The image shown in social media link previews enhances visual appeal and improves engagement when users share the knowledge base.

Article Configuration

Article Configuration	Description
Show author’s name	This will show the name of the article creator in the article from the customer portal.
Show published date	This option displays the date on which the article was originally published. Please note that when an article was published a year ago and updated, the published date will remain as 1 year ago.
Show last updated date	For articles that were published a while ago, you can update them and show the status as updated so your customers can see it has been updated.
Enable table of contents	This enables you to navigate within the article by a single click on the titles in the article’s details page. This helps you to see the subheadings you have.
Show related articles	Displays a list of articles that are contextually or topically related to the one currently being viewed. This helps users find additional relevant content and increases article discoverability.
Show recent articles	Shows the most recently published or updated articles in the knowledge base and informs about the latest content updates while promoting new information.
Show articles in the same category or section	Lists other articles from the same category or section as the current article. This improves navigation by allowing users to explore similar or grouped content without needing to go back to the category list.
Exclude agent view count on articles	Prevents article views by internal support agents from being counted in the article view metrics, ensuring view counts reflect actual customer engagement and not internal staff activity.
Show article tags	Displays tags associated with an article. This often improves searchability and lets users quickly find related content by tag.
Enable status indicator	This helps users to understand the current relevance or state of the article at a glance (updated, none, new).
Show share options - Facebook, X, LinkedIn, Email	Increases the reach of the knowledge base and enables users to easily share helpful articles.
Show estimated read time	Displays an estimate of how long it will take to read the article, based on word count.
Show comments	This encourages interaction, helps improve articles through user feedback, and may clarify common user doubts.