Organizing knowledge base content in categories and sections Follow

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54 comments

  • Avatar
    Marcello Baccheschi

    Hi

    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!

  • Avatar
    Marcello Baccheschi

    Thanks Jess

     

    I will look into this.

  • Avatar
    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!

  • Avatar
    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>
    </section>
    </div>

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

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

    var output = "";

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

    $('ul.promoted-articles').html(output);
    });
    </script>

    Let us know if you face any issue.

  • Avatar
    Ed Ball

    Hi,

    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. 

  • Avatar
    Mat

    Hi,

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

    Similar to this: https://help.zoosk.com/hc/en-us

    Thanks

  • Avatar
    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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    Caroline

    Apologies if I missed this somewhere but is it possible to have the articles in a category "smart order" themselves in a way? So articles in a category order themselves based on those that are most popular/clicked on first?

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    Niclas Kårlin

    Hello. What should I change in the CSS or category_page.hbs to reduce the max number of articles to 3 (from 6) ?

     

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    Trapta

    Hi @Niclas Kårlin,

    Use the below code -

    .section-tree .article-list-item:nth-child(n+4) {display: none;}

    Let us know if you face any issue.

    Team Diziana

  • Avatar
    Jessie - Community Manager

    Hi Caroline!

    There's no in-built functionality that will do this. It might be possible to rig up something custom with JS...perhaps one of our coding gurus here in the Community can weigh in on that.

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    Niclas Kårlin (Edited )

    Trapta  and Team Diziana

    I imported a bunch of documents to the "System Manager" section using API, and now only three documents show, but not the Show more... button.

    https://support.ndcsolutions.com/hc/en-us/categories/115000762065-Documents-NDC8-Online- 

    Could you please take a look? Do you need login, let me know.

  • Avatar
    Trapta

    @Niclas Kårlin,

    Apologies for the delay in response. Please make sure that the show more link is available there. As you have mentioned that you are using API, I have a doubt that the show more link will no longer be available once you will dump the list in the DOM.

    Let me know if you face any issue.

    Team Diziana

  • Avatar
    Niclas Kårlin

    Hi @Trapta, now it doesn't work at all... All sections have the default six articles and the usual "See all 20 articles" text.

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    Jessie - Community Manager

    Hi Niclas! I'm checking with Trapta to see if she can help with this. Stand by!

  • Avatar
    Trapta

    Hi @Niclas,

    I need to look at your help center to help you with this issue. I see that your help center is closed for end users. Can you make me log in?

    Team Diziana

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    Niclas Kårlin

    Sure, please make a ticket from this comment and we'll exchange email addresses there.

     

  • Avatar
    Lindsay Bradley

    Hi,

    Is there a limit as to how many categories you can have? We'd like 9/10 on our homepage. Thanks.

  • Avatar
    Trapta

    @Niclas, you can create a ticket here https://moderatortrapta.zendesk.com/hc/en-us and then we can exchange email addresses there.

    Thanks

  • Avatar
    Trapta

    Hi @Lindsay,

    You can use {{#is}} helper to hide the specific category.

    If you are using Copenhagen theme then you can put {{#is id CAT_ID}} right after {{#each category}} and {{/is}} right before {{/each}}. 

    Replace CAT_ID with the ID of the category that you want to hide.

    Let me know if you face any issue.

    Team Diziana

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