How to Configure the Knowledge Base Self-Service Portal

In BoldDesk, you can set up the self-service knowledge base portal to control the information your customers see. These settings help you manage and customize the portal to display helpful content.

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. Select the Brand from the dropdown menu you want to configure in your customer portal.

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.

• Banner Heading
• Banner Description
• Banner Background
  • Background Color
  • Background Image
• Popular Articles
• Portal Visibility
• 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

User visibility in the customer portal is managed through the Portal Visibility option.

The available visibility settings are:

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

Article configuration

The article configuration is used to set up 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
• Previous/Next Navigation

The changes will be reflected in the areas highlighted below.

Satisfaction feedback

When the Satisfaction Feedback option is enabled, you can gather feedback from customers regarding an article.

When users provide feedback, the details collected depend 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’s Sitemap URL and configure the Change Frequency.

Robots.txt

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

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