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How to set up Knowledge Base by topics Edited

Ideally, I am looking to set up the Help Center (Portal Settings) to look like the following. As it stands currently, I only have one of the sub boxes (projects) that holds all the categorized support articles. But I'd like these articles to be separated to follow the image below. However, when I go to create a new project to add to the help center, it doesn't allow it to be a knowledge base one.

 

While I can just have the help center have one project and adding categories to separate the articles could work, this would be my preferred way. Thanks for any suggestions!

Company Help Center.png

1 answer

Hi @JM 

You need to create a Jira Service Desk project. Once created do the following: 

  1. In JSD as admin click on Project Settings. 
  2. Click Knowledge base and you want to Link to a confluence page.
  3. Under Viewing select: Everyone with access to your service desk can read articles without a confluence licence. 
  4. You can come back to Portal Settings later when you are ready to customize the portal to your liking. 
  5. Go back to Project and select Knowledge Base (under Raise a Request). 
  6. Make a copy of the URL and paste into Clipboard. 
  7. Click + to create new categories. Some suggestions (Accounts and Settings, Billing, Business Handbook, Feature 1, Feature 2 etc etc. 
  8. Click Create article (Top right) and Confluence will open at the the Template Page Create (pick the Blank Page template).
  9. Write your post and publish it. 
  10. Go to notepad, copy the URL and paste. You are now back in the knowledge base. 
  11. Click into the related category It will show "This category is empty" message in the screen. Click Add Article (top right). 
  12. Select the article written and published in step 9 and then select Back to Category. 
  13. Repeat steps to add more content to your categories. 
  14. To customise your Portal, go back to Project Settings - Portal Settings and make changes to the look and feel of your Portal. 
  15. Finally in Jira Service Desk click on Channels - Help Center to open the portal. You should see the categories on the page and when clicked into the articles. 

-Mike

Thanks @Mike Bowen I have been categorizing articles as such (Steps 1-13). I'm interested in seeing if they can be separated in the Portal Settings though to reflect my image example. 

 

Thank you for your thoughtful response though! 

Hi @JM 

You are welcome, in response to the look and feel, unless you get some sort of a theme add-on, it can't be done in the default Customer Portal view (or I have missed that option). The menu is vertical and so is the sub-menu. 

Unless each of those categories is its own portal, then it is somewhat possible to achieve that look. But ultimately when user clicks into the portal they will be presented with a vertical menu. Here is what I mean:

Help center.png

-Mike

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