Creating Portals

To create a portal:

  1. In the Navigation Menu, browse to Publishing > Portals.

  2. On the Portals page, click the New new button.

  3. In the Create Portal page, under the General tab, provide the following details:

    • Name: Type the name of the portal. This is required information.

    • Description: Type a brief description.

    • Allow Customer Access: Select Yes to allow external users to access and view the portal. Select No to restrict access to only internal users. This is an all-encompassing safeguard to prevent sensitive information from being displayed to general users if personalization has not been configured to selectively control content. For more information about enabling personalization for knowledge articles, see Adding Tags.

    • Enable Customer Authentication: Select Yes to enable user authentication to log into the portal. Select No to disable user authentication.

    • Default Portal for Solve: Select Yes to make this portal the default portal for the Advisor Desktop. When Solve is configured for the Advisor Desktop, the portal specifically configured for the queue appears when an agent clicks the Knowledge pane in the Information Area, or the Solve button for the selected activity. If Solve has not been configured for the Solve button, the default portal of the department is used instead.

    • Tag Categories for Interest: Click the Add Add button. In the Select Tag Categories of Interest window, select the tag categories users can use as a filter when performing searches for personalized articles. For more information about filters, see Adding Tags.

    • Default User Profile: Select the default user profile assigned to portal visitors. All users and customers receive this user profile while accessing the portal, in addition to any user profiles assigned by the administrator.

    • URL - Agent Portal: This field displays the URL of the agent portal and is visible only after saving the portal. If you are using a custom template, you must manually edit this URL to update the location and name of the template. Clicking the Open in New Tab  button opens the agent portal for the user.

    • URL - Customer Portal: This field displays the URL of the customer portal and is visible only after saving the portal. If you are using a custom template, you must manually edit this URL to update the location and the name of the template.

    • Language: Select the language for the portal. 

    • Enable Captcha: Enabling this setting requires users on the portal to perform a reCAPTCHA before sharing an article or using the "Contact Us" form. This setting is disabled by default and can only be enabled if the Site Key and the Server Key are configured in the Administration Console at the partition level.

    • Tags: Click the Add Add button to assign tags for the portal. Tags allow you to control or restrict access to portals. Once tags have been specified for the portal, only agents with the same user profile can access the portal. For more information on tags, see eGain Help. 

    portal_create

  4. Next, on the Topics tab, click the Add add button to begin selecting topics to be included in the site. 

    The portal can only be saved after selecting at least one topic.

    Add topics

  5. In the Access Methods tab, configure the various access methods.

  6. In the Article Display tab, set up the appearance of articles and lists of articles.

  7. In the More Options tab, configure options such as authentication, escalation, print, email escalation, and so on.

  8. In the Search Tuning tab, configure options such as search results, search learning, and related terms.

  9. In the Search AI tab, configure settings to use AI services while performing a search on portals. 

  10. Click the Save button. Once the portal has been saved, it can be viewed in a browser using the portal URLs. For more information, see Testing Portals.

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