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Views, Filters, Sorting, & Column Chooser in Knowledge Base

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Views

Views are the predefined set of conditions under which the articles can be filtered. Click the KB module from the left menu to see the Article Views.

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Below are the specified views supported in Knowledge Base:

Views Filter Criteria Description
All Articles All active articles All the articles associated with this organization
My articles Creator – Current User All the articles created by the current user
In Draft Status – In Draft All the articles in the “In Draft” status
My-Review Status – My Review All the articles are assigned to the current user
In-Review Status – In Review All the articles in the “In–Review” status
Approved Status – Approved All the articles in the “Approved” status
Published Status – Published All the articles in the “Published” status

Multilingual Views

While Multi-language enables, the articles can be filtered by additional views. The additional views are only visible in the supported language not in the primary language.

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Below are the additional specified views supported in Multilingual Knowledge Base:
Views Filter Criteria Description
Outdated All outdated articles All the translated articles with outdated status
Non Translated All non-translated articles All the primary articles which are not translated into that language

Filters

Filters allow you to filter out the articles, based on the corresponding conditions of the predefined set of fields. Filters will improve the overall reading experience and the viewing perception.

Fields supported in filters include:

Fields Description
Author Filter articles based on the authors selected
Assignee Filters articles based on the assignees selected
Category-Section Filter articles based on categories and sections selected
Tag Filters articles based on the tags selected
Created Date Filters articles based on the creation date-range selected from the date picker
Published Date Filters articles based on the publishing date-range selected from the date picker
Modified Date Filters articles based on the modification date-range selected from the date picker
Expires On Filters articles based on the expiry date-range selected from the date picker
Visibility Filter articles based on the visibility permission
Brand Filter articles based on the brands

Check out this video tutorial.

Article filters

To filter articles, follow the steps provided below:

  1. Click the Filter icon provided in the top palette.

Filter Option

  1. Choose the desired filters from the fields provided.
  2. Click the Reset icon to reset the filter values.
  3. Click the Close icon [X] to close the filter.

Filter Panel

  1. Brand Filter

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Note: If you select multiple conditions, all conditions will be considered as “And” filters and applied in the final criteria.

Sorting

Sorting will be useful for looking up or searching the desired articles in the knowledge base. Users can choose how the articles are to be sorted whenever they view the article list section, irrespective of views and the filters applied. The sorting can be done in both the Ascending and Descending order. The list of sorting fields provided for sorting are Created, Modified, Published, Status, Article ID, Comment Count and View Count.

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Column Chooser

Using the Choose Column option, agents can customize the article grid view based on the fields they want to show in the grid. The column choosers are used to view the article details in the list view itself, rather than moving to a details page.

List of columns supported for column chooser in knowledge base are; (Article ID, Category, Status, Visibility, Last Modified, Created, Published on, Slug, Assignee, Expires On, Current Version, Published Version, SEO Title, SEO Description, Canonical URL, OG Title, OG Description, Performance)

Column Chooser

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