How do I configure the start page for the Knowledge Base?
Question asked by Mio - November 14, 2014 at 7:28 AM
Answered
I am referring myself to the layout of the knowledge base starting page http://portal.smartertools.com/kb/root.aspx
 
There are six "chapters" with three questions each.
 
How many "chapters" can be configured, how do I choose them, and how do I configure which (and how many) articles appear below each chapter? Can there only be six "chapters" with three questions each, or can it be configured differently? What are the possible options?
 
I cannot find this information in the documentation. 
 
Also:
Is the search functionality in the portal better than in ST? Is it possible to search for strings?

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Andrea Rogers Replied
Employee Post Marked As Answer
Hi Patrick,
 
The "chapters" that I believe you're referring to are the folder names in your knowledge base. There is not a limit to the number of folders you can configure. In the Management Interface, click on the Knowledge Base icon. You should see a folder that can be expanded, labeled as By Folder. In the navigation pane, click on Actions | Add Folder. For the parent folder, choose None. This will make your folder its own parent. To give you an idea on how it works based on our portal, the SmarterMail folder would be created as its own parent folder, as explained above. Then, the folders within SmarterMail: Anti-spam and Antivirus, Desktop and Mobile Synchronization, etc. are created the same way; however, their parent folder is SmarterMail.
 
By default, SmarterTrack will feature up to 3 articles, chosen at random, on the root Knowledge Base page. However, you can configure as many articles as you’d like to appear here. Simply edit or create an article and check mark Featured on Portal. 
 
You can find more information on the knowledge base, including how to create new articles/folders, view and delete articles and more, at the SmarterTrack Online Help. Here is the Knowledge Base Overview where you can begin, and in the navigation pane on the left you'll see a few other related articles. (Taking a quick look through these documents, it looks like they could use an update to include details on the new features that were recently added. I'll look into getting these updated; however, you should be able to find some helpful information in them as is.)
 
I believe that the search functionality in the Portal functions the same as the search in the Management Interface but I could be wrong. I'd have to see if I can get some more information on that. 
 
I hope this helps!

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

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Mio Replied
Hello Andrea,

Thank you very much for this clarification.
May I add some questions?
a) Q1: Is it possible to configure the portal to automatically show the 3 most popular articles in each folder?
b) The folder layout of our FAQ at the moment starts with the languages we support (German, English, Spanish). and then reproduces the same structure in each language for the subfolders, which are translated ("General Topics" = "Allgemeine Themen"). This way, if an English user goes to the start page, she sees English folder names, whereas a German user will see the corresponding German headings. The translations of the articles themselves are linked by the "Link Translation" feature.
Q2: How should we organize our folders in ST10 to make sure that English users see only the English headings and German users see only German headings?
Q3: Can there be more than one subfolder level in the KB? How are they displayed? (your own KB only has one subfolder level). What I mean is something like "General Topics > Level 1 > Sublevel 1"
Q4: Could you find out more about the search functionality in the Portal? The search in the Management Interface is inadequate because it does only permit the search for single words but not for strings of more than one word.
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Mio Replied
Hi Andrea,
Were you able to find out something about my questions?

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