How does one show off multiple knowledge base posts on customer portal?

Question

Hi all,

I have set up a Confluence - Customer Portal knowledge base, which in part is linked to our Jira Service Desk and it works really well, especially when a related ticket is logged, our agents can quickly see the post or guidance and share the link in the comments.

The knowledge base is only available to logged in Customer Portal users.

I would like to know if there is a way to show off the posts that exist in the knowledge base. Currently knowledge has to be searched via the search bar. This is limited though to what a customer may be searching.

Also, when I create pages there is a category I am able to link to each posts. How do I make this category visible to customers?

Finally, in Jira Confluence pages can have labels. Can labels be used on the Customer Portal? To date I have not seen a way.

Your help in the above will be much appreciated.

Kind regards,

Mike

Mike Bowen · Answer

Victor,

I understand the use of labels, and request types and those are indeed helpful/useful, but how can I show off:

* a list of available knowledge base posts on the customer portal (before the user does a search or goes through the request types menu)?
* a list of popular labels?

Is there a way I can customise the Customer Portal / Search page further? I want to add popular labels, or most commonly searched labels or anything more than what exists on it at the moment? Having just a search bar and request types is very limiting.

Mike

Victor Mutambuki · Answer

Mike,

The rule is, one KB per project. To show your articles, see the topic Related knowledge base articles

Labels are used to categorize content. This makes it easier for users especially when they go create a request and as they do so, articles with related labels/keywords will appear.

Hope the above content will be helpful.

Victor