How to Configure the Knowledge Base Self-Service Portal

In BoldDesk, you can configure the knowledge base self-service portal. Based on this configuration you can manage your customer portal by showing useful information.

Check out this video for more details.

Follow the given steps to configure the knowledge base in the customer portal:

1. Select the Admin Module in the left panel.
2. Choose the Customer Portal under Settings and click Knowledge Base.
3. Choose the Brand you want to configure in your customer portal in the dropdown menu.

Enable KB

You can enable or disable the knowledge base for the self-service portal.

KB home configuration

This section is used to customize the following items in the self-service portal home page.

1. Banner Heading

2. Banner Description

3. Banner Background

   • Background Color
   • Background Image

4. Popular Articles

5. Portal Visibility

6. SEO

   • Meta Title
   • Meta Description
   • Open Graph Title
   • Open Graph Description
   • OG Image

The changes will be reflected in the areas highlighted below.

Portal visibility option

The visibility of users in the customer portal is controlled by the portal visibility option.

These are the visibility options:

• All Users - Every user can access the customer portal.
• Logged-in Users - Only users who are logged into the customer portal can access it.

Article configuration

Article configuration is used to configure the article page with the following options:

• Author Name
• Published Date
• Last Update Date
• Table of content
• Related Articles
• Recent Articles
• Articles in the same category or section
• Exclude Agent View count on Article
• Article Tags
• Status Indicator
• Share Option
• Estimated Read Time
• Comments

The changes will be reflected in the below-highlighted areas.

Satisfaction feedback

When the Satisfaction Feedback option is enabled, it allows you to collect feedback from customers on an article.

When the user provides feedback, the details collected will be based on the configured options.

SEO

Search Engine Optimization (SEO) comprises of Sitemap and Robots.txt.

Sitemap

In the Sitemap Section, you can view your self-service portal Sitemap URL and configure the Change Frequency.

Robots.txt

In the Robots.txt Section, you can see your self-service portal Robots.txt URL and edit the Robots.txt Content.

To learn more about the knowledge base self-service portal, click here.