Knowledge Settings

KB Language Settings

KB Primary Language

Use this setting to specify the language in which content is added in the Knowledge Console. The primary language of the system is selected during installation and can be changed from the UI.

Access level: Partition settings; Department settings
Default value: —
Possible values: English (US), English (UK), Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Korean, Norwegian (Bokmal), Norwegian (Nynorsk), Polish, Portuguese, Portuguese (Brazilian), Romanian, Russian, Spanish, Swedish, Turkish
Editable at lower level: Yes

Custom Language Label

This setting allows you to add a custom language to the list of languages available in the KB primary language setting.

Access level: Partition settings; Department settings
Default value: Custom
Minimum length: 0
Maximum length: 225
Editable at lower level: Yes

Article Settings

New Articles Timespan (Days)

This setting determines the time period for which a new article is displayed in the “Recently added articles” folder in the agent desktop and Knowledge Console.

Access level: Partition settings
Default value: 30
Minimum value: 1
Maximum value: 365

Updated Articles Timespan (Days)

This setting determines the time period for which an updated article is displayed in the “Recently updated articles” folder in the agent desktop and Knowledge Console.

Access level: Partition settings
Default value: 30
Minimum value: 1
Maximum value: 365

Article Rating Service Delay in Seconds

Use this setting to specify the time interval (in seconds) after which the system recalculates the ratings of the articles.

Access level: Partition settings
Default value: 30
Minimum value: 30
Maximum value: 3600

Time to Expire in Days

Use this setting to specify the number of days for which an article should be displayed in the “Articles about to expire” folder before it expires.

Access level: Partition settings
Default value: 5
Minimum value: 1
Maximum value: 30

Display Short Form IDs of KB Objects in Portals and APIs

When this setting is enabled, the short form IDs of articles are displayed in the self-service portals and by the APIs. Note: Changing the value of this setting does not take effect until the portal caches are cleared. For more information about clearing portal caches, consult your system administrator.

Access level: Partition settings
Default value: No (in updated systems) Yes (in new installations)
Value options: Yes, No

Select Article Type and Article Template on Create

Enable this setting to prompt authors to select the article type and template when they create new articles. When this setting is enabled, users see the Select Article window and they have to select an article type and article template to be used for the article they are creating. Authors can always change the article type and template after they have created an article.

Access level: Partition settings; Department settings
Default value: No
Value options: Yes, No
Editable at lower level: Yes

Default Article Type and Article Template for Creating Articles

Use this setting to define the default article type and template that should be used for creating new articles. If the article type or template used in this setting is deleted from the system, new articles are created using the General article type and Blank document article template. When the Select Article Type and Article Template on Create setting is enabled, authors can set and change the default values from the Select Article window.

Access level: Department settings, User settings
Default value: General || Blank Document
Value options: The secondary window displays the list of article types and templates created in the department.
Editable at lower level: Yes

Include Tags for Tag Groups in Filter Tags for Search Results

Use this setting to specify whether tags within tag groups are included in the list of filter tags represented in the articles returned in search results on the self-service portal.
When the value is Yes, the tags, tag groups, and tags within the tag groups are returned with the search results.
When the value is No, the tags and tag groups, but not the tags within the tag groups are returned with the search results.

Access level: Partition settings; Department settings
Default value: Yes
Value options: Yes, No
Editable at lower level: Yes

Consider the following example:

Color (category)

Red (tag)
Green (tag)
Blue (tag)
White (tag)
Black (tag)
Grey (tag)
Sky (tag group)
- Day (tag group)
  - Blue
  - White
- Night (tag group)
  - Black
  - Grey
Primary (tag group)
- Red
- Green
- Blue

In the example, if the Sky tag group is applied to an article and that article appears in search results, then the following occurs if the option is set to:

Yes: The filter tags returned include everything below Sky (i.e., the Day and Night tag groups and the Blue, White, Black, and Grey tags).
No: Only the Sky tag group is returned as a filter tag.

Subscription Email Subject

This setting is used to define the subject for the subscription notification emails.

Access level: Department settings
Default value: Your subscribed article is updated:
Minimum length: 0

Subscription Email Body for Agents:

This setting is used to add articles for the user-defined portion of the body for subscription notifications that are sent to agents.

Access level: Department settings
Default value: Subscription Email Body for Agents
Value options: Click the Add button to choose the articles. In the Select Article window, navigate to the folder containing the articles and double-click the desired article to select it. Click Done to save your changes.

Subscription Email Body for Customers:

This setting is used to add articles for the user-defined portion of the body for subscription notifications that are sent to the customer.

Access level: Department settings
Default value: Subscription Email Body for Customers
Value options: Click the Add button to choose the articles. In the Select Article window, navigate to the folder containing the articles and double-click the desired article to select it. Click Done to save your changes.

Subscription Notification Email Format

This setting is used to decide which format to use for subscription notification emails.

Access level: Department settings, User settings
Default value: HTML
Value options: HTML, Plain Text
Editable at lower level: Yes

eGain Knowledge System

This settings allows you to provide the URL for the external knowledge system that is pulled into the system

Access level: Department settings
Default value: —
Minimum value: 0

Portal Settings

Timeout Settings for Knowledge Agent and Web Portal Sessions

Set the amount of time allowed to pass before a user is logged out of a portal after becoming inactive.

Inactivity Timeout for Knowledge Agents (minutes)

Set the amount of time allowed to pass before an agent is logged out of a knowledge agent portal after becoming inactive.

Access level: Partition settings
Default value: 60
Minimum length: 5
Maximum length: 480

Inactivity Timeout for Web Self-Service Users (minutes)

Set the amount of time allowed to pass before a user is logged out of a self-service portal after becoming inactive.

Access level: Partition settings
Default value: 20
Minimum length: 5
Maximum length: 120

Default Knowledge Portal for Advisor Desktop

Provide the URL for the default portal to be used in the Knowledge pane of the Advisor Desktop in the department.

Access level: Department settings, User settings
Default value: —
Editable at lower level: Yes

Default Portal for Previewing Articles

Select a default portal for previewing articles during the authoring process. Authors can also set and change the default portal from the preview window.

Access level: Department settings, User settings
Default value: —
Value options: The secondary window displays the list of portals available in the department.
Editable at lower level: Yes

Web Search Settings for Knowledge Portals

Configure the web search settings if you want to run searches on the web and include the search results from web in your portal searches. The web search adapter uses the Google custom search API. To configure these settings you need a Gmail account, which you will then use to generate the API key and to configure your Custom Search Engine.

URL

The value of this setting is automatically set to https://www.googleapis.com/customsearch/v1 and should not be changed without consulting eGain.

Access level: Department settings
Default value: https://www.googleapis.com/customsearch/v1

API Key

Provide the API key for the Google search API. To generate the API key, follow the instructions available at: http://code.google.com/apis/console. While generating the API key, in the Credentials section, in the IPS field provide a comma separated list of external IPs.

Access level: Department settings

Engine ID

Create a custom search engine and provide the Engine ID in this setting. Follow the instructions available at: http://www.google.com/cse/. In the Create a new search engine page, for the What to search? field, select the Search the entire web option.

Access level: Department settings