All versions of Knowledgebase
Portal Browse Tab Displays Customer-Unfriendly Names
THIS ARTICLE APPLIES TO:
ISSUE DESCRIPTION:
The Customer Portal Browse tab displays content by the Knowledgebase name. In some cases, a Knowledgebase name may not be customer-friendly. For example, it may use jargon or acronyms that would be unknown to the customers accessing the portal.
In cases like this, you may rename the Knowledgebase to display a more customer friendly name.
ROOT CAUSE:
The Customer Portal Browse tab displays content arranged by Knowledgebase name. This means that the name of the Knowledgebases accessible from the portal will be displayed in the Category Browse view.
If you have named one or more of your displayed Knowledgebases using company specific terminology or acronyms, these may not be useful or meaningful to your customers. In such cases you may wish to rename the Knowledgebase(s) to have more customer friendly names.
If you have named one or more of your displayed Knowledgebases using company specific terminology or acronyms, these may not be useful or meaningful to your customers. In such cases you may wish to rename the Knowledgebase(s) to have more customer friendly names.
SOLUTION OR WORK AROUND:
The only way to change the displayed Knowledgebase name from its "unfriendly" name to a more customer friendly name is to change the Knowledgebase name within the Admin Control Panel.
Please note: Changing the name of the Knowledgebase will have no impact on search results or article access because content is indexed and displayed by Knowledgebase ID values and not Knowledgebase name values. So while the name of the Knowledgebase will be changed, the ID will remain the same and the content will continue to be accessible and present just as it was prior to the name change.
To change the name of a Knowledgebase, please follow these steps:
Please note: Changing the name of the Knowledgebase will have no impact on search results or article access because content is indexed and displayed by Knowledgebase ID values and not Knowledgebase name values. So while the name of the Knowledgebase will be changed, the ID will remain the same and the content will continue to be accessible and present just as it was prior to the name change.
To change the name of a Knowledgebase, please follow these steps:
- Log into your Admin Control Panel
- Click the Content tab
- Click Knowledgebase
- Click the Pencil Icon next to the name of the Knowledgebase you want to edit
- Enter the new name in the Knowledgebase Name field
- Click Save
AFFECTED SYSTEMS & USERS:
Any portal visitor who browses the Category listing will see the content arranged by Knowledgebase name. Please keep this in mind when naming your Knowledgebases.
ADDITIONAL INFORMATION:
ESCALATION PROCEDURE:
If you require further assistance after performing these steps, please contact our Support team at 1-877-373-7848 or via email at CIMSupport@moxiesoft.com.