Knowledge Base Self-Service Portal Overview
The self-service portal helps users to search for and find the information they need. The articles can be accessed on this site after they have been published. Categories and articles are displayed in this portal based on the permission configured.
The home page comprises of the following sections:
- Search
- Categories
- Popular articles
Article search
Search plays the vital roles in finding the required articles from the knowledge base. If the provided search text matches with the articles in the following fields the article can be returned:
- Article ID
- Title of the Article
- Description of the Article
User can click on a search result to view the article.
Categories
Categories are collection of articles under certain criteria. Categories are useful to group the articles and restrict its visibility based on the confidentiality of the content under the specified category.
By default, few categories are arranged based on the position are placed. They are listed along with the option to list all the categories associated with brand the respective user have access to. The categories are also listed along with the specified icon and the number of articles associated with the category.
Popular articles
Popular articles section comprises of the articles arranged based on the view count of each article. Users can find the frequently viewed articles under the section irrespective of the category listed. By default, 10 articles will be listed under the popular articles section.
Category and section view
Hierarchical view
Categories and their associated sections of the brand which are permissible for the user, are listed as a treeview on the left pane of the portal. From this treeview, user can understand the structure of each category with its sections.
User can open all the underlying sections of the category or its sections. User can also navigate to any category or its underlying section as per the requirement. Quick search option at the top helps the user to find the category or its section using their name.
Details view
After clicking the specified category from the homepage or treeview, the underlying list of sections and its articles. User can navigate to any of the section or article listed in the detail view. The number of sections and articles of the chosen level are displayed at the bottom of the window.
Article detail’s view
User can click on the article to view the article details page and the article details screen as shown:
In this page, options to navigate to other articles under this section or category are:
- Table of contents (lists the headers in this article for quick navigation).
- Related articles (lists the related articles by matching tags).
- Recent articles (list the recently created articles).
- Add comment and feedback.
To learn more about getting started with knowledge base, click here.
