The Knowledge Base features of Adxstudio Portals allow you take knowledge base articles stored in CRM, and share that information with customers.

Publishing an Article to a Portal

To publish an article to the web, the following conditions must be met:

  • The article must be approved/published.
  • The article must have its Publish to Web attribute checked.
  • The portal application code must contain the Areas/KnowledgeBase folder, and the code/templates contained within. This folder is included in all portal applications by default.
  • The portal website data must contain a Site Marker with the name "Knowledge Base", and this site marker must reference a valid, published, visible Web Page. This web page will dictate the place in the site map hierarchy at which articles appear.
Note that you should not create any further pages under the page with the "Knowledge Base" site marker, as this part of the site map will now be reserved for the exclusive use of requests for specific articles.

At this point, articles are now eligible to appear in general portal search results (example image below). Article URLs will have a format of {site marker web page URL}/{article number}.

Creating a directory of articles that can be browsed by users will be covered in the next section.

Knowledge base article page

Knowledge base article page

Creating a Knowledge Base Directory

To create a knowledge base directory for users to browse, first create a root page for the knowledge base area of the site. Use the KB Subject Page Template for this page, but do not assign it an associated Subject.

If your portal website data does not contain this page template, you can create a new page template record in CRM, with a Rewrite URL of ~/Areas/KnowledgeBase/Pages/Subject.aspx.

Creating a knowledge base root page

Creating a knowledge base root page

This template will produce a page with a search interface specific to knowledge base articles, a listing of subject child pages (if any), and a listing of most popular articles. The articles that appear in this list is determined by a combination of the article rating, and how recently it was created.

Knowledge base root page

Knowledge base root page

To subdivide the knowledge base directory into a hierarchy by subject, create child pages of the knowledge base root page, using the same KB Subject template. On these pages, however, specify an associated Subject. This will restrict the display of articles on this page to only those associated with that subject.

Creating a knowledge base subject page

Creating a knowledge base subject page

This will product a page with a search interface specific to articles with that subject, a listing of articles with that subject, and a list of most popular articles with that subject. It will also display a listing of any child subject pages (if any), allowing the creation of subject hierarchies of any depth.

Knowledge base subject page

Knowledge base subject page

Knowledge Base Directory Search Setup

For the knowledge base search shown on the above pages to functional, some additional setup is required. Create a page to host the search results, and use the KB Search Page Template. It's suggested (but not required) that you make this page a child of your knowledge base directory root page. It's also suggested to make this page Hidden from Sitemap.

If your portal website data does not contain this page template, you can create a new page template record in CRM, with a Rewrite URL of ~/Areas/KnowledgeBase/Pages/Search.aspx.

Next, create a Site Marker named Knowledge Base Search Results, and set it to reference this new page.

Creating a knowledge base search results page

Creating a knowledge base search results page

Knowledge base search results

Knowledge base search results

In order to ensure changes to articles in the CRM are reflected in the portal. It is recommended that you setup web notifications to invalidate the cache and to rebuild the search index
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