About Topics

The knowledge base is likely to contain information for internal as well as external use. Out of all the articles available in the knowledge base, there may be some articles that are for use by agents only and others that can be made available to customers. Topics help define what part of your knowledge base is published on the portal.

There are two ways in which topics can be created in the Knowledge Console:

  • Manually: The topic is created by the user. Only articles assigned to the topics used by the portal are visible on the portal.

  • Automatically from folders: Topics mirror the folder structure of the Knowledge Console. Any published articles in these folders and the sub-folders appear on the portal when the topic created from this folder is added to the portal.

A portal cannot be saved if no topics have been created and assigned to it.

While manually creating topics, selected topics can be forced to the top and bottom of the articles list. When topics are accessed from the portal, the articles are displayed in the following order:

  1. Articles forced to the top of the topics list.

  2. Articles forced to the top of the popular articles list (from the portal properties).

  3. Articles in order of popularity.

  4. Articles forced to the bottom of the popular articles list (from the portal properties).

  5. Articles forced to the bottom of the topics list.

The top articles are displayed in the Popular Articles list for the topic and the rest of the articles are displayed in the More articles in topic list.

Related Topics