Organizing knowledge base content in categories and sections Follow



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    Marcello Baccheschi


    Is it possible to set an automation so that a ticket's comment or resolution do updates the knowledge base too? Thanks.

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    Jessie - Community Manager

    Hey Marcello!

    Have you had a chance to look at our Knowledge Capture App? I think this may do what you're looking for!

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    Marcello Baccheschi

    Thanks Jess


    I will look into this.

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    Ed Ball

    Have a quick question about Promoted articles. We show the promoted articles on the home page and it shows all promoted articles. Is it possible to show promoted articles on the Category page, but only the promoted articles in that category? So the home page shows all promoted articles, but if you click on 'Billing' then you would see the category and only the promoted articles within the category billing in the promoted section.

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    Jessie - Community Manager

    Hey Ed!

    I suspect that this is something you could do with some clever JS coding, but that's about as far as my knowledge goes...we've got several fabulous coding gurus among our Community Moderators, so I'll see if they can confirm!

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    Trapta (Edited )

    Hi @Ed Ball,

    Copy and paste this code at the bottom of your category template -

    <div class="container">
    <section class="articles">
    <h3>{{t 'promoted_articles'}}</h3>
    <ul class="article-list promoted-articles"></ul>

    var catID = window.location.href.match(/[0-9]+/)[0];

    $.getJSON('/api/v2/help_center/en-us/categories/'+catID+'/articles.json', function(data){

    var output = "";

    $.each(data.articles, function(idx, itm){
    if(itm.promoted==true) {
    output += '<li class="promoted-articles-item">';
    output += '<a href="'+itm.html_url+'">''</a>';
    output += '</li>';


    Let us know if you face any issue.

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    Ed Ball


    This worked great...  thanks a ton!

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    Joar Saether

    I am using a Category in the KB for Notifications about Service Incidents and publication of post mortems.  I do not want these articles to show up in search, and definitely not be included in the answer bot.

    Is there any way of organizing the KB to have a "corner" where search does not look?


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    Nicole - Community Manager

    Hey Joar - 

    What you'll need to do is restrict access to that section of your Knowledge Base. Google won't index something that's restricted.  The following article explains how to set up those restrictions: 

    Applying user segments to restrict access to Help Center Knowledge Base content

    Restricting that content will also prevent Answer Bot from serving it up to anyone who doesn't have access to that section. It will serve it to people who have access to that section, though. 

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    On my Guide homepage, how can I display  the 'top articles' instead of the 'recent activity' ?
    (I am on lite plan)

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    Jessie - Community Manager

    Hi Mat!

    I believe I answered this question for you over here. Let us know if you need anything else!

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