Linking to external knowledge bases

For each knowledge base that you create, you can link to an external Web source. For example, you might link to different sources for different languages.

The following topics are provided:

To create a link to an external knowledge base

  1. Open the knowledge base that you want to modify:
    1. Click the Administration tab.
    2. In the Knowledge Bases section, click the name of the knowledge base or click Manage to open the Knowledge Base Administration page. Then double-click the knowledge base.
      The container details page appears. 
  2. In the left pane, click External Web Sources.
    The External Web Source dialog box appears.
  3. Click Add Source.
    The Configure External Web Source dialog box appears. 
  4. In the Name field, enter the name of the external knowledge base.
    This is the name that your users will see.
  5. In the URL field, enter the URL of the external knowledge base.
    For example, to access Google, enter https://www.google.fr/?gws_rd=ssl#q={0}.
  6. Click Save.

  7. Publish the knowledge base to implement your changes:

    1. Click Save and Publish.

      A confirmation message appears.

    2. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

To edit a link to an external knowledge base

  1. Open the knowledge base that you want to modify:
    1. Click the Administration tab.
    2. In the Knowledge Bases section, click the name of the knowledge base or click Manage to open the Knowledge Base Administration page. Then double-click the knowledge base.
      The container details page appears. 
  2. In the left pane, click External Web Sources.
  3. Select the source that you want to modify and click Edit.
    The Configure External Web Source dialog box appears. 
  4. Modify the details as needed and click Save.

  5. Publish the knowledge base to implement your changes:

    1. Click Save and Publish.

      A confirmation message appears.

    2. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

To delete a link to an external knowledge base

  1. Open the knowledge base that you want to modify:
    1. Click the Administration tab.
    2. In the Knowledge Bases section, click the name of the knowledge base or click Manage to open the Knowledge Base Administration page. Then double-click the knowledge base.
      The container details page appears. 
  2. In the left pane, click External Web Sources.
  3. Select the source that you want to delete and click Delete.
    A confirmation message appears.
  4. Click Yes.
  5. Publish the knowledge base to implement your changes:
    1. Click Save and Publish.
      A confirmation message appears.
    2. Click Yes.
      The Publication Succeeded message appears, showing the number of errors and warnings.

Related topic

Configuring knowledge bases

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Jean Ad

    Hi,

     

    I created an external kb but I don't find where can I search in this external kb.

     

    Can you help please?

    Thank you,

    Jean

    Apr 05, 2017 07:03
    1. Deval Faldu

      Hello Jean Ad,

      For information about searching for knowledge base, you can refer to the following topic:

      Searching for solutions.

      Warm Regards,
      Deval

      Apr 06, 2017 12:23
  2. Jean Ad

    Hi Deval,

     

    Thank you for for your answer!

    I found out what is missing in the documentation but I think that you need to add this detail.

    "External KB are not visible from tickets till you create Ticket/Solution relationship in your workspace and in your KB, as opposit to internal KB where you just need to create Ticket/Solution relationship only in your Workspace"

     

    Thank you for your understanding,

    Jean

    Apr 06, 2017 02:35
    1. Deval Faldu

      Thank you for your comment Jean Ad. We will check with the development team and update the topic.


      Warm Regards,

      Deval

      Apr 07, 2017 09:06
  3. Howard Means

    Hi,

    Is there a way to do the reverse? That is, make your knowledge base article visible to a search engine such as Google?

    Thank you.

    Howard

    Jul 21, 2017 10:57
    1. Deval Faldu

      Thank you for your comment Howard. I checked with Don Cholish, this is not technically possible right now. Please let me know if you have any feedback.


      Warm Regards,
      Deval

      Aug 01, 2017 12:08