Master Portals

Every department has its own master portal. These master portals automatically apply all topics created in the department and serve as a one-stop shop for every published article in the department. It is meant as a massive resource to help streamline the process of getting articles published and visible to users.

It is also meant to expedite the process of configuring the Solve feature for agents. The Advisor Desktop makes use of the portal selected for Solve in the Information pane, as well as the Solve button that agents see while working on activities. To ensure there is a portal immediately available to assist agents in resolving activities, master portals are automatically created by the application upon the creation of a department. All it takes to begin providing agents with solutions right away is to start Creating Articles.

To learn more about configuring the Solve feature for agents, see the eGain Administrator's Guide to Email and Social Resources or eGain Administrator's Guide to Chat and Messaging.

Important things to note about master portals:

  • All topics created in the department are automatically applied to the master portal.

  • Topics cannot be removed from the master portal.

  • Master portals can use additional configuration features and tools, such as guided help and personalization.

  • If you are planning to copy the department, any manual configuration of the Master portal in the source department should be completed before making copies of that department.

  • Since all the published articles in a department are automatically available in the master portal, any articles that should not be visible in the portal should be placed in the Knowledge Building Blocks folder.

  • If any articles in the Knowledge Building Blocks folder are referenced in a user-defined topic, through an article macro, in an article link, or as a related article, a user-defined portal must be created to promote those articles.

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