How to Manage Featured Articles in the BoldDesk Customer Portal
Featured Articles allow you to highlight selected Knowledge Base articles on the Customer Portal home page so that customers can quickly access important or recommended content. This is useful for surfacing onboarding guides, frequently referenced help articles, or high-priority announcements. The Customer Portal Knowledge Base in BoldDesk supports home-page content sections that help improve article discoverability and self-service experience.
Prerequisites
Before setting up Featured Articles, make sure:
- The Knowledge Base is enabled for your Customer Portal brand (Admin → Settings → Customer Portal → Knowledge Base), and the Show featured articles option is turned on.
- The articles you want to feature are already created in the Knowledge Base.
- The articles are published and visible to portal users.
Add or manage Featured Articles
Use the Featured Articles page in the KB module to control which articles are marked as featured for a brand.
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Open the KB module.
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In the left navigation, go to Featured Articles.
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Select the required brand from the brand dropdown.
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Click Add Featured Articles.
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In the Featured Articles dialog, use the Choose Article field to select one or more articles.
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Click Add to include the selected article(s) in the Featured Articles list.
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Click Save to apply the changes.
Featured Articles selected here appear on the Customer Portal home page. You can add up to 10 featured articles for each brand.
You can also remove a featured article from the list using the delete/remove action, and reorder featured articles so they appear in the preferred sequence on the Customer Portal home page. The Featured Articles list UI is designed to manage the selected set of highlighted KB articles for a brand.
Enable or disable Featured Articles in the Customer Portal
After selecting the featured articles, enable the portal setting that allows customers to see them on the Knowledge Base home page.
- Go to Admin → Settings → Customer Portal → Knowledge Base.
- Select the correct brand.
- Locate the Show featured articles option.
- Enable the checkbox to show featured articles on the Customer Portal home page.
- Click Update to save the settings.
If Show featured articles is disabled, the Customer Portal will not display the featured article section even if articles have already been added to the Featured Articles list. The KB home-page configuration controls what sections appear to customers in the self-service portal.
How Featured Articles appear in the Customer Portal
When Show featured articles is enabled, the selected featured articles appear on the Knowledge Base home page in the Customer Portal for the chosen brand. This allows customers to discover important content more quickly, alongside other KB home-page sections such as banner content and popular articles, depending on the portal configuration.
Featured Articles are intended to improve self-service by drawing attention to curated content rather than relying only on search or category navigation.
- Featured Articles are configured per brand, so make sure you are working in the correct brand before adding articles or enabling the Customer Portal setting. KB settings in the Customer Portal are brand-specific.
- To appear meaningfully in the Customer Portal, the article should already be published and visible to the intended audience. Article publication and visibility are controlled from the article settings.
- If the Show featured articles setting is disabled, the featured article list will not be shown on the Customer Portal home page even if featured articles have already been configured.
Frequently Asked Questions
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What is the purpose of Featured Articles in BoldDesk?
Featured Articles let you highlight selected KB articles on the Customer Portal home page so that customers can quickly find important or recommended content. -
Why are my featured articles not showing in the Customer Portal?
Check whether Show featured articles is enabled under Admin → Settings → Customer Portal → Knowledge Base for the correct brand. Also, confirm that the selected articles are already published and visible in the portal. -
Can I configure Featured Articles separately for each brand?
Yes. The Customer Portal Knowledge Base settings are brand-specific, and featured content should be managed in the context of the selected brand. -
Can I change the order of featured articles?
Yes. The Featured Articles management page allows you to manage the selected list of highlighted articles, including their order in the feature list.
