You can assign a default Knowledge Base (KB) Community Portal directly to a Division, streamlining how article links are generated and ensuring agents and customers always access the correct information. It automates the process, reducing manual errors and saving valuable time for organizations managing distinct teams or product lines.
Organizations with multiple teams or product lines often face challenges ensuring their support agents and customers consistently access the correct Knowledge Base (KB) articles and portal links for specific content. Manually ensuring the right portal is used for each article link can lead to errors and inefficiency, making content management and navigation difficult.
To assign a default Knowledge Base Community Portal to a Division and automate article linking:
Step 1: Navigate to your administrative settings or the Divisions configuration area within your platform.
Step 2: Select the specific Division you wish to configure (e.g., "Sales," "Customer Support," or a product-specific Division).
Step 3: Within the Division's configuration settings, locate the new field labeled Default KB Community.
Step 4: From the dropdown menu, select the desired Knowledge Base Community Portal that you want to associate as the default for this Division.
Step 5: Save your changes to apply the new default portal setting for the Division.
Utilize Divisions effectively to group content and resources for specific teams or product lines, maximizing the benefit of this automated linking feature.
Regularly review your Division and KB portal assignments to ensure they align with your organizational structure and content strategy.
Inform your agents about this automation to leverage its benefits for accurate article sharing and reduced manual link adjustments.
Ensure all relevant knowledge base articles are correctly assigned to their respective Divisions for automatic portal linking.
Q: What happens if I don't set a default KB Community for a Division?
A: Articles within that Division will default to the account-wide Knowledge Base portal setting if no divisional default is specified.
Q: Will existing article links automatically update if I change the default KB Community for a Division?
A: Any newly generated external links for articles within that Division will use the updated default. Existing, previously generated links may require manual review or regeneration depending on how they were originally created.
Q: How does this affect the visibility of articles to customers?
A: The system will ensure that any links shared for articles belonging to that Division point to the specified default portal, guiding customers to the correct, relevant content experience.
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