The portal knowledge base

The portal knowledge base lets signed-in clients find answers themselves. It is gated by the portal_kb_enabled setting — when it is not set to 1, the KB section and its routes return not available.

What a client sees

The KB shows published articles that are visible to that client's company, organised by category and subcategory. Only categories that actually contain visible articles are shown, and uncategorised articles are grouped separately.

How visibility works

An article reaches a company's portal if it is published and either has a portal visibility level, or has been specifically assigned to that company. Internal-only articles are never shown in the portal.

Search

Clients can search the KB; queries of at least two characters return matching articles scoped to their company's visible set.

Helpfulness ratings

On an article a client can mark it helpful or not helpful and leave a comment. Each article tracks its helpful / not-helpful counts and a helpful percentage, and views are counted when an article is opened.

To make an article appear for a particular client, publish it with a portal visibility level or assign it to that company in the knowledge base admin.