Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Configuration

In the Knowledge Bases Configuration view, you can update the knowledge base title, its visibility in portals, its status, and other options.

Before you begin

  • Users with the Knowledge Administrator Role can access the configuration on all knowledge bases.
  • Users with the Knowledge Base Manager Role can access the configuration on the knowledge bases that they own.
  • Know the audience for the knowledge base. Will the articles be for everyone, for support, for a particular team, or for external customers?

How to access

  1. Select Knowledge from the Service Manager menu item in the left-hand menu bar.
  2. Select Configuration from the navigation pane.

Configuration Navigation Menu

Details

  • Id. The Knowledge Base (KB) number. Once created the ID cannot be changed.
  • Default Language. The default language of the knowledge base (e.g. en-GB).
  • Name. The name of the knowledge base. This name will be displayed on the Search/Browse View and visible to readers.
  • Icon. Select an icon for the knowledge base. This is most visible on the knowledge base cards on the Search/Browse View.
  • Description. Add a brief, helpful description of the knowledge base written with your audience in mind.
  • Status. The status of the knowledge base. Select from Active, In Development, or Retired. Only active knowledge bases will be visible to readers.
  • New Articles Require Approval. Use this toggle to require each new article to be approved before being published.
  • Use In Employee Portal. Use this toggle to make the knowledge base visible in the Employee Portal. This can ensure that the content is available for the correct audience. Setting this option to No will prevent the knowledge base from being available on the Employee Portal, also known as the Company Home.
  • Use In Customer Portal. Use this toggle to make the knowledge base visible in the Customer Portal. This can ensure that the content is available for the correct audience. Setting this option to No will prevent the knowledge base from being available on the customer portal.
  • Owned By. The owner of the knowledge base. Only users that have been assigned the Knowledge Manager role will be available as a knowledge base owner.
  • Last Modified By. When these knowledge base details were last modified, for example, someone switches the toggle to show the knowledge base in the Customer Portal.

Deleting a knowledge base

You can only delete a knowledge base if it doesn’t contain any articles. This is a safeguard to prevent the accidental deletion of multiple articles. Individual articles can be deleted or moved to a different knowledge base.

Translations

The translation option provides language translations for the name and description of the knowledge base.

Knowledge Base Translations

  1. On the Translated Language field, select the language that you want to add a translation for.
  2. Click on the Translate button.
  3. Make any required modifications to the provided translation.
  4. Click on Create.

Tip

The Translated Language field will only list supported languages.

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