Is there any way to reduce the number of knowledge based topics being displayed on portal

Question

I am trying to figure out a problem that a few of our clients have been having with their customer portal.

One example:

There are around 30 knowledge-based articles showing on the main page of the portal, and a lot of these articles show they are empty when pressed. How do we get rid of the empty ones, and move others underneath a parent of some sort? The customers are missing the service request button as there are way too many articles in the way.
Is this a label issue? Do we need to start fresh?

Also, once in a space, it is difficult to navigate back to the home page, each time landing on a different page. How do we make it more user-friendly?

Can we colour code hyperlinks to be the same colour as the brand? Instead of it being blue.

Thanks.

Alex Koxaras -Relational- · Answer

@Ajay  _view26_ to answer your question:

So for @Jasmine Thomas _TechTime_  scenario, the solution would be use "Only show articles labeled"  with appropriate labels ( with blank pages  having no labels) option right?

In order to get rid of the blank pages, I would restrict them so that the customers wouldn't be able to see it.

In addition to the above, if I wanted to guide my customers to get better recommendations for their requests, I would use the "only show articles" if and only if the labels on my confluence pages were correct.

Ajay _view26_ · Answer

@Alex Koxaras -Relational-  Thanks for the links ..

So for @Jasmine Thomas (TechTime)  scenario, the solution would be use "Only show articles labeled"  with appropriate labels ( with blank pages  having no labels) option right?

Alex Koxaras -Relational- · Answer

Hi @Jasmine Thomas (TechTime)

You can use this documentation https://support.atlassian.com/jira-service-management-cloud/docs/how-do-you-automatically-present-articles-to-customers-in-a-request/ to narrow down which articles are going to be shown to your customers, based on Request types and labels. This is a very handy tool.

In addition, these empty pages, you can restrict them with viewing permissions only to e.g. you or a group. This way they will not have visibility of them (https://support.atlassian.com/jira-service-management-cloud/docs/restrict-access-to-knowledge-base-articles/).

Let me know if the above helps.