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How can I customize the knowledge base home page?

I don't understand where can I customize the home page of the knowledge center, the place where users/ public users can see the knowledge center and select an article from?

Thank you

2 answers

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Jack Brickey Community Leader Jun 16, 2022

I'm not sure which page you're referring to precisely. I assume you were talking about how the portal presents knowledge base information. This really is not configurable. Your knowledge base articles will appear as they are created within Confluence.

I can't have them in separated topics? 

Jack Brickey Community Leader Jun 16, 2022

Topics? Your KB articles are unique pages that will capture the desired topics, e.g. How to change my password, Best places for lunch, Smart investing, etc. these are unique KB Articles. When the user enters a few key words they will be offered possible hits. You might benefit from reviewing the documentation on KB feature for JSM. Here is a place to start but you will want to peruse thru related links - set-up-your-knowledge-base-with-confluence .

Regarding your image above...no you cannot create this inside of the provided portal. The knowledge base works simply by starting with asking the customer what they need help with. They will then be presented with two categories in response to their prompt: potential request type hits where they can open a ticket and secondly potential knowledge base articles that may help them resolve their issue on their own. The prompt is not specific to knowledge base articles.

Where can I find an example for this? I can't find any demo page for better understand the flow

Jack Brickey Community Leader Jun 16, 2022

I don't know what "this" is referring to exactly. But the aforementioned documentation and related info should help. Here is a broad search result you might look at - https://confluence.atlassian.com/search/?query=Knowledge%20base&productName=Jira+Service+Management&productVersion=cloud 

Thank you for you answer Jack. I mean "this" as what you mention in the answer above, how the end user will see the knowledge base. "The knowledge base works simply by starting with asking the customer what they need help with. They will then be presented with two categories in response to their prompt: potential request type hits where they can open a ticket and secondly potential knowledge base articles that may help them resolve their issue on their own. The prompt is not specific to knowledge base articles."

Where can I see an example of the described above? 

Thank you

Also, where can I find the public link (the knowledge center URL) ? which I can share with clients outside our organization? 

Jack Brickey Community Leader Jun 19, 2022

Here is a complete (?) list of documentation on KB for JSM - KB Articles 

the customer can't be directed to Confluence directly unless you set up Anonymous access- set-up-public-access 

0 votes

Hi @Lihi Chapel ,

welcome to the Atlassian Community!

Knowledge base home page is a standard page on Confluence side so you can edit it at your convenience. On portal side there is not an homepage. Please could you share the homepage that you need to customize?

Fabio

I mean to have something like this... 

 

1.PNG

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