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You can create multiple KB portals that can be associated with different U-CRM agent desktops or accessed by your customers on a website through a web widget.

To create a KB portal:

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

  3. Enter values in the Name and Description fields.

  4. Select or clear the following checkboxes as required.

    CheckboxDescription
    Include Category Filter

    This checkbox, which is selected by default, indicates if the articles to be included on the portal are assigned to any categories.

    If you retain the status, only articles that are assigned to categories are included on the portal. In addition, the Category drop-down list box appears on the KB portal for filtering.

    If you clear the checkbox, articles that are not assigned to any categories are included on the portal. In addition, the Category filter drop-down list box does not appear on the KB portal.

    Include Section Filter

    This checkbox, which is selected by default, indicates if the articles to be included on the portal are assigned to any sections. 

    If you retain the status, only articles that are assigned to sections are included on the portal. In addition, the Section drop-down list box appears on the KB portal for filtering.

    If you clear the checkbox, articles that are not assigned to any sections are included on the portal. In addition, the Section filter drop-down list box does not appear on the KB portal.

    Search Private Articles

    This checkbox, which is selected by default, indicates if the articles to be included on the portal are private. 

    If you retain the status, only private articles are included on the portal.

    Only internal employees can access private articles.

    If you clear the checkbox, private articles are not included on the portal.

    Search Public Articles

    This checkbox, which is selected by default, indicates if the articles to be included on the portal are public.

    If you retain the status, only public articles are included on the portal.

    If you clear the checkbox, public articles are not included on the portal.

    Published

    This checkbox, which is cleared by default, indicates if the articles to be included on the portal are published.

    If you retain the status, published articles are not included on the portal.

    If you select the checkbox, only published articles are included on the portal.

  5. 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 kb portals tab.

In the Knowledge Base Config window, you can:

  • Modify a portal within the row in the table or by using the Edit icon Edit 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 the portal to be available on a U-CRM agent desktop or a web widget, you must publish the portal.
  • If you want the portal to be available on a U-CRM agent desktop as an icon, you must map the portal to the Portal element through the Desktops tab of the Designer window of the Designer Desktop. For more information, see Agent Desktop - Designer Tab.
  • If you want the portal to be available on a U-CRM agent desktop as a separate section, you must map the Home Bar element through the Desktops tab of the Designer window of the Designer Desktop. For more information, see Agent Desktop - Designer Tab.
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