About Personalization

Navigating an expansive knowledge base with countless articles can become a challenge. Website visitors and agents alike may have difficulty locating the articles they need on knowledge portals with massive libraries of articles, even with specially tuned search tools. To assist users with knowledge searches, tags can be applied to articles as a form of metadata.

Article tags have the following uses:

  • Search filtering: Article tags may describe the article or its content and can be used as a search filter to help narrow down search results. Users with the correct user profile can exclude articles that do not have the specified tag during a self-service search.

  • Article restriction: Article tags can also be used to restrict access to tagged articles or specific content sections within the articles, ensuring that users only see the information they need to see.

The Personalization section is where administrators can create the following:

  • Tag Categories

  • Tag Groups

  • Tags

  • User Profiles

  • Publish Views

The process of creating tags requires that administrators make tag categories and tag groups to contain the various tags and keep them organized. For more information, see Creating Tags.

User profiles allow users to see restricted content. For more information, see User Profiles.

If content within articles is restricted, publish views are necessary as well. For more information, see Publish Views.

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