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    Home London Platform Capabilities Now Platform capabilities Knowledge Management Knowledge manager Pin a knowledge article

    Pin a knowledge article

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    • Share this page

    Pin a knowledge article

    You can pin a knowledge article to appear in the Featured content section of the knowledge homepage and at the top of knowledge search results page.

    Before you begin

    Role required: knowledge_manager, knowledge_admin, or admin

    About this task

    Pinning associates an article to specific keywords. You can search a keyword in the knowledge service portal or search results page to display articles in the Featured content section or at the top of the knowledge search results list.
    Note: The articles added to the Featured content section do not appear in the global search results and Virtual Agent conversations.
    • To display articles in the Featured content section, add a default keyword in the glide.knowman.default_keyword property Value field and add the same keyword to all articles you want to display in that section.
    • To display articles at the top of the knowledge search results list, add a list of keywords to each article you want to display at the top of the list.

    Procedure

    1. Navigate to Knowledge > Knowledge Bases.
    2. Select a knowledge base.
    3. In the Featured content related list, click New.
    4. In the Knowledge field, search for and select the desired article.
      If you know the article number, you can search for the article directly.
    5. In the Keywords field, click the lock/unlock toggle icon.
    6. Click the lookup icon to open the Knowledge keywords list.
      Note: Each keyword must be a single word and cannot contain spaces.
    7. Select the keyword to add for this article.
      • Add the default keyword to display this article in the Featured content section during search.
      • Add all related keywords for the article to display it at the top of the knowledge search results page during search.
      Note: You can create knowledge keywords, if it does not already exist in the list, and then add it to the article.
    8. Click the lock/unlock toggle icon to add the keywords to the article.
    9. Click Submit.
    Related tasks
    • Create a user criteria record in Knowledge Management
    • Select user criteria for a knowledge base
    • Enable user criteria system property to override role read access
    • Select user criteria for an article
    • Define a knowledge article category
    • Assign a knowledge base manager

    Tags:

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    Release version
    Choose your release version

      Pin a knowledge article

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Pin a knowledge article

      You can pin a knowledge article to appear in the Featured content section of the knowledge homepage and at the top of knowledge search results page.

      Before you begin

      Role required: knowledge_manager, knowledge_admin, or admin

      About this task

      Pinning associates an article to specific keywords. You can search a keyword in the knowledge service portal or search results page to display articles in the Featured content section or at the top of the knowledge search results list.
      Note: The articles added to the Featured content section do not appear in the global search results and Virtual Agent conversations.
      • To display articles in the Featured content section, add a default keyword in the glide.knowman.default_keyword property Value field and add the same keyword to all articles you want to display in that section.
      • To display articles at the top of the knowledge search results list, add a list of keywords to each article you want to display at the top of the list.

      Procedure

      1. Navigate to Knowledge > Knowledge Bases.
      2. Select a knowledge base.
      3. In the Featured content related list, click New.
      4. In the Knowledge field, search for and select the desired article.
        If you know the article number, you can search for the article directly.
      5. In the Keywords field, click the lock/unlock toggle icon.
      6. Click the lookup icon to open the Knowledge keywords list.
        Note: Each keyword must be a single word and cannot contain spaces.
      7. Select the keyword to add for this article.
        • Add the default keyword to display this article in the Featured content section during search.
        • Add all related keywords for the article to display it at the top of the knowledge search results page during search.
        Note: You can create knowledge keywords, if it does not already exist in the list, and then add it to the article.
      8. Click the lock/unlock toggle icon to add the keywords to the article.
      9. Click Submit.
      Related tasks
      • Create a user criteria record in Knowledge Management
      • Select user criteria for a knowledge base
      • Enable user criteria system property to override role read access
      • Select user criteria for an article
      • Define a knowledge article category
      • Assign a knowledge base manager

      Tags:

      Feedback

          Share this page

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