Configuring Article Display

The Article Display tab is where related articles are enabled and assigned for the portal. The related articles feature allows other sources of information to be displayed to agents and customers when an article is opened. This is displayed as a list of articles that are recognized as being related to the current article. These articles are either explicitly linked as related sources of information when the article is designed, or implicitly linked as a consequence of being defined within the same topic of the knowledge base. This is restricted to articles defined at the same topic level.

While creating the article, the following related article configurations can be done:

  • Add other knowledge articles as related articles.

  • Add links to external resources as related web articles.

  • Force certain articles to the top and bottom of the related articles list.

For details about setting up related articles for an article, see Configuring Related Articles.

The related articles listing is presented to the users in the following order:

  1. Articles forced to the top of the list.

  2. Manually selected related knowledge articles.

  3. Manually selected related web articles.

  4. Other articles in the topic.

  5. Articles forced to the bottom of the list.

To set up related articles:

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

  2. On the Portals page, select the portal for which you want to set up related articles.

  3. On the Edit Portal page, go to the the Article Display tab and set the following:

    • Show Related Articles Section: By default the related articles are displayed for articles. If you want to disable it, select No.

    • Treat Articles Belonging to the Same Topic as Related: When this option is enabled, all the articles that belong to a topic are listed as related articles. By default this option is enabled. Select No to disable it.

    • Show Web Articles: Select Yes if you want to display the web articles added to the related articles list on the portal.

    • Show Warning before Navigating to Web Articles: Select Yes if you want to notify the user that on accessing a web article link they will be taken to an external web page.

  4. Click the Save button.

Related Topics