Configuring Related Articles

The related articles feature allows other sources of information to be displayed to agents and customers when an article is opened from the self-service portal. This is displayed as a list of articles that are recognized as being related to the current article. For details on how to display related articles in the portal, see Configuring Article Display.

You can add other articles in the system as related articles. You can also add links to external resources (pages or media) in the form of web articles as related articles. This allows authors to add links to helpful videos or blogs that are hosted outside the knowledge base.

An order can be defined for the lists of related articles by forcing selective articles to the top or bottom of the list.

The changes made to the related articles list are reflected immediately on the portals. The articles do not need to be published or checked-in for these changes to reflect on the portals.

To configure the related articles:

1. In the Navigation menu, browse to Authoring > Articles.

2. From the Folders List, select a folder.

3. From the Articles List, select the article for which you want to configure related articles.

4. Click the Edit button to check out the article.

5. In the Properties pane, click the Settings  button.

6. From the dropdown list, click the Toggle  button next to Related Articles to enable it.

7. The Related Articles section is now visible in the Properties pane. Click the Edit  button.

8. In the Related Articles window, you can configure related articles in the following ways:

   1. Navigate to the desired folder and from the available articles, select the required articles and move them to the Selected Articles list.

   2. From the search bar dropdown menu, select either Article or Article ID. You can provide either the article name or the article ID to search for articles. Once you have typed in the desired values, press the ENTER key. From the dropdown list, you can click the article to add it to the Selected Articles list.

      

9. Optionally, you can add links to web articles by clicking the Manage Web Links button. In the window that appears, provide the following details:

   1. Title: Provide a name for the article.

   2. URL: Provide the URL. For example, http://www.company.com 

      Click the Add  button to add the new web article. If you do not want to use an article, hover your mouse over the article and click the Delete  button.

      If you remove a web link from the Selected Articles list and click the Done button, the web link gets deleted.

      

10. Click the Done button to save your changes and close the window.

11. If you wish to determine how the web article appears in the list, you can click the Force To Top button to force the article to the top of the list, or you can click the Force to Bottom button to force the article to the bottom of the list. 

12. Click the Done button.

Related Topics

• Creating Articles