You can create multiple KB portals associated with different agent desktops (Contact Center CRM) or accessed by your customers on a website through the web widget. For example, the KB portals can be associated with a particular agent or agents or customers based on the articles they want to refer.

To create a KB portal:

  1. On the  Configure tab, click Knowledge Base > Config.
    The Knowledge Base Config window appears.
  2. On the Knowledge Portals tab, click New Knowledge Portal.
    The New Knowledge Portal window appears.

  3. Specify values in the fields as required.

    For information about the fields, see KB Portal Field Descriptions.

  4. Click Save.
    The KB portal is created, and it appears in the table on the Knowledge Portals tab.

    For information about the Knowledge Portals tab, see Knowledge Portals Tab.


In the Knowledge Base Config window, you can:

  • Modify a portal within the row in the table or by using the Edit  iconEdit icon.
  • Copy a portal by using the Copy icon in the row displaying the portal.
  • Delete a portal by using the Delete icon in the row displaying the portal.
  • If you want a portal to be available on a Contact Center CRM agent desktop or a web widget, besides configuring the agent desktop through the Designer tool or configuring the web widget, you must publish the portal.  To publish a portal, on the Knowledge Portals tab, in the row displaying the portal, in the PUBLISHED column, select the checkbox.
  • If you want the portal to be available on an agent desktop as an icon or as a separate section, you must add the portal to the agent desktop through the Portal element or the Home Bar element in the Designer tool, respectively. For more information, see Contact Center CRM Agent Desktop.