Views, Filters, Sorting and Column Chooser in Knowledge Base
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.
Below are the specified views supported in Knowledge Base:
|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|
|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|
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.
Below are the additional specified views supported in Multilingual Knowledge Base:
|Outdated||All outdated articles||All the translated articles with outdated status|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 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:
|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|
To filter articles, follow the steps provided below:
- Click the Filter icon provided in the top palette.
- Choose the desired filters from the fields provided.
- Click the Reset icon to reset the filter values.
- Click the Close icon [X] to close the filter.
Note: If you select multiple conditions, all conditions will be considered as “And” filters and applied in the final criteria.
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 and Article ID.
Using the Choose Column option, agents can customize the ticket 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)