Enhancing Knowledge base on our staff facing portal

[Peter Heywood]

Morning,

 

We are planning to make our staff facing KB's available to all on our portal that all our staff access. We currently have a search bar at the top of our landing portal which is able to search faq's and previous tickets however this dosen't allow us to add KB's to this:

We have added the widget to the portal but we would like to make this more accessible and easier to access for our staff. Ideally this is what we would like to do:

 

Is this something that would be achievable?

 

Thanks,

Peter

 

[AndyG]

Hi @Peter Heywood, Great to hear you are starting to push knowledge out to all staff.

For the "search bar" in your portal.. You can replace this old Collaboration widget with the new Service Manager widget:

When you configure this new Service Manger widget, you are able to include Knowledge Base Articles in the search results:

[Peter Heywood]

Thanks for your quick response. We will give this a try but it sounds like this will give us what we need

[Peter Heywood]

Hello,

 

We have updated the portal to include the new search bar to include 'Articles'. We have noticed however that keywords you enter in the search bar are only looking at the tags of each KB. Is there anyway to search content of the knowledge articles as well? When typing 'Wi-Fi' for example this brings up articles relating to this:

 

After typing additional keywords in the search bar:

 

 

Thanks