Adding Tags

The Personalization section of the Properties pane is where authors and knowledge managers assign tags to articles to regulate access and improve the search of articles. This process of tagging articles and content is called Personalization.

Tags are application objects created in the Administration Console that, when applied to an object, restricts or permits access to content based on match behavior.

Under the Personalization section, tags can be applied to articles in three ways:

Access Tags
Filters
Publish Views

Each of these personalization methods affects the display of articles on the self-service portal differently.

Tags can also be applied by authors to specific sections of an article, thereby limiting visibility of that section to users that have been assigned those tags. This feature directly relates to publish views, which are used for single-sourcing content. For more information, see Tagging Article Content.

Adding Access Tags

Access tags control user access to the article. Articles that have been assigned an access tag cannot be seen by users, unless the user possesses a user profile that has been assigned the same tags.

Administrators create user profiles for Knowledge Console and portal users and assign various access tags to the profile. If a user profile has the same tags as the access tags of an article, the user with that profile can view the article. If the user profile does not contain the necessary access tags, the user cannot view the article. There is an exception where, if an article contains multiple tags from the same tag category, a user with one of those tags can view the article.

To add access tags to an article:

In the Navigation Menu, browse to Authoring > Articles.
From the Folders List, select a folder.
From the Articles List, select the article to which you want to add access tags.
Click the Edit button to checkout the article.
In the Properties pane, click the Settings button.
From the dropdown list, click the Toggle button next to Personalization to enable it.
The Personalization section is now visible in the Properties pane. Click the Edit button.
In the Personalization window, select the Access Tags section.
From the Tag Category dropdown menu, select a tag category. Once a category is selected, the list of available tags refreshes.
Go to the Tag Groups tab to view the list of available tag groups.
Select the desired tags or tag groups.
Click the Done button.

Adding Filters

Filters act as search refiners. When agents or customers search for articles in the portal, they can designate specific tags and tag categories to indicate interest, which matches the article filter tags against the specified tag categories and tags. The search results are then filtered to display only the articles that have been assigned the selected filter tags. For more information about configured tag categories for interest, see Creating Portals.

To add filter tags to an article:

In the Navigation Menu, browse to Authoring > Articles.
From the Folders List, select a folder.
From the Articles List, select the article to which you want to add filter tags.
Click the Edit button to checkout the article.
In the Properties pane, click the Settings button.
From the dropdown list, click the Toggle button next to Personalization to enable it.
The Personalization section is now visible in the Properties pane. Click the Edit button.
In the Personalization window, select the Filters tab.
From the Tag Category dropdown menu, select a tag category. Once a category is selected, the list of available tags refreshes.
Go to the Tag Groups tab to view the list of available tag groups.
Select the desired tags or tag groups.
Click the Done button.

Adding Publish Views

In some situations, an article may contain information that pertains to different sets of audiences. Instead of requiring authors to create completely separate articles for each audience, individual sections can be tagged to only show the information that is relevant.

Publish views are a set of access tags that help manage this method of single-sourcing articles by generating a version of the article for each assigned publish view. The process is as such:

An author tags different sections of an article's content.
The author assigns one or more publish views.
The article is published.
The system generates a version of the article for each assigned publish view. Content that has been assigned tags is displayed with each matching publish view.

A default article view without conditional text can be created by assigning a publish view without tags to the article. Users with access to more than one article version can switch between each while viewing the portal by selecting the tabs above the article's content.

For example: An author has written an article with general information about the new model of tablets made by her company. There is a section of the article that only applies to the version of the tablet that can only connect to the internet through WiFi. The author has tagged that section with the "WiFi" tag and assigned the publish view with the "WiFi" tag to the article, along with a default publish view. When the article is published, two versions of the article are created: one version has the section for WiFi tablets, while the other does not. Users who have the user profile with the necessary access tags and have used the correct filters to narrow down their search can view the version of the article that applies to them.

To add publish views to an article:

In the Navigation Menu, browse to Authoring > Articles.
From the Folders List, select a folder.
From the Articles List, select the article to which you want to add publish views.
Click the Edit button to checkout the article.
In the Properties pane, click the Settings button.
From the dropdown list, click the Toggle button next to Personalization to enable it.
The Personalization section is now visible in the Properties pane. Click the Edit button.
In the Personalization window, select the Publish Views tab.
From the Publish Views section, click the Add button.
Select the desired publish views.
You can change the display name of any of the selected published views by selecting the Display Name For Portals field and making your changes. This identifies the version of the article on the portal to users who may have access to multiple versions of an article.
Click the Done button.