A Knowledge ( also referred as KnowledgeBase, Solution, KB Article, or just KB ), is a detailed description of A) a resolution to a Case, or B) an explanation of a business product/issue, or C) an answer to a frequently asked question.
You can configure a Knowledge to be externally viewable. Then your customers would be able to search through your knowledge base via your customer facing portal. (a.k.a Support Portal, or Extenal Pages).
KB articles are indexed by keywords. All words and phrases in your article title, article detail, and attachments of known types ( .doc, .docx, .xls, .xlsx, .ppt, .pptx, .pdf, .txt ) are collected and indexed. If you have used tags, the tags will also be included in the keyword index.
When a visitor perform a search in the portal, tags matches are given higher priority. After that, if you have configured Weight for a KB article, the weight will be used to sort the search result. After that we will just list the search result A-Z.
Please also see:
- Weight the Knowledge articles
- Blog Post
Yes. You can setup KB custom fields at Account -> Setup -> Custom Field -> Knowledge
Then they will show up in the KB detail edit screen, for you to put in the values.
For these custom field values to show up in the summary screen, or support portal view, please see
- In Knowledge summary screen, how do I choose what columns to display?
- Portal: How do I configure the KB detail right side panel?
When you have built out an extensive collection of KB articles, each search may turn out many search results. How do you decide which ones show first, and which ones show last? By give each article a weight ( positive integer ).
In the Support Portal, there are two styles to display KB articles:
- Table / List View: all KB articles are displayed in one HTML table that looks like a big spreadsheet. ( see Image1.gif below )
- Product Category View: KB articles are organized under the relative product category. ( see Image2.gif below )
You can choose the style under:
( if you have configured Portal Profile ) Account -> Setup -> External Portal -> External Portal Profiles -> Knowledge -> Display ( List View / Product Category )
( If you did not use Portal Profile ) External Site -> Knowledge -> Display ( List View / Product Category )
In Knowledge Summary screen, other than the standard summary list view, you should see an [Activities] view. Under this view you can tell how many KB views from the portal by day, how many searches, which articles are viewed, and what search terms are being searched.