1
Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
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Knowledge Spaces™
Administrator User’s Guide
9.4
KS-ADMG-09-04-00-00-000-00
Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Copyright © 1999-2014 Moxie Software CIM Corp. All rights reserved.
This documentation, as well as the software and applications described in it, is furnished under license and
may only be used or copied in accordance with the terms of such license. The works of authorship
contained in this documentation, including but not limited to all design, text, and images, and the software
and applications described herein, are owned, except as otherwise expressly stated, by Moxie Software,
Inc., Moxie Software CIM Corp. or their licensors. The entire contents of this documentation are protected
by United States and worldwide copyright laws and treaty provisions. In accordance with these terms,
except as stated above, you may not copy, reproduce, modify, use, republish, upload, post, transmit, or
distribute in any way material from this documentation. Moxie Software, Inc., Moxie Software CIM
Corp.,and each of their licensors and affiliates assume no responsibility or liability for any errors or
inaccuracies that may appear in this documentation.
Except as permitted by such license, no part of this documentation may be reproduced, stored in a retrieval
system, or transmitted, in any form or by any means, or any media whether electronic, mechanical,
recording, or otherwise, without the prior written permission of Moxie Software, Inc., Moxie Software
CIM Corp. and their licensors. The information in this documentation is furnished for informational use
only, is subject to change without notice, and should not be construed as a commitment by Moxie
Software, Inc., Moxie Software CIM Corp. and their licensors.
Moxie Software, Spaces, Customer Spaces, Spaces by Moxie and Knowledge Spaces are trademarks of
Moxie Software, Inc. and Moxie Software CIM Corp. Any and all artwork or images are protected by
copyright, and the unauthorized incorporation of the same in any new image or any copying of the same in
any media or by any means is a violation of the rights of the author and may not be carried out without the
prior permission of such author.All other brand and product names are trademarks or registered
trademarks of their respective owners.
Version Date: April, 2014
Moxie Software, Inc
15 Lake Bellevue Drive
Suite 200,
Bellevue, WA 98005
USA.
Phone: 425.467.5000
Toll Free number: 888.462.3484
Fax: 425.467.5001
Visit our Web site at http://moxiesoft.com/
Contents
Chapter 1: Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
About Knowledge Spaces™ Admin Control Panel . . . . . . . . . . . . . . . . . . . . . 12
Forgot Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Knowledge Spaces Admin Control Panel Home Page . . . . . . . . . . . . . . . . . . . 13
Icons Used in Knowledge Spaces Admin Control Panel . . . . . . . . . . . . . . . . . 16
Personalizing the Home Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Chapter 2:Content Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Knowledge Bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Creating a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Importing a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Sorting Knowledge Base Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Editing a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Deleting a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Admin Setting for this Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Database Rollback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Creating New Batch Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Updating Batch Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Batch-Job - Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Control File Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Listing the Articles in a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Creating an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
To Create a New Article Using Import File . . . . . . . . . . . . . . . . . . . . . . 44
Checking In the Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Copying Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
To Copy an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Changing Article Workflow Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
To Change the Work flow Status of Article(s) . . . . . . . . . . . . . . . . . . . . 50
Categorizing Multiple Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Adding Multiple Articles to Article Groups . . . . . . . . . . . . . . . . . . . . . . . . 52
Deleting Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Sorting Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Published Version and Latest Version Columns . . . . . . . . . . . . . . . . . . . . . 54
Article Information Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Changing the Title of an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Properties Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Article Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Adding an Article to an Article Group . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Removing the Article from an Article Group . . . . . . . . . . . . . . . . . . . . . 58
Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
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Adding an Article to a Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Removing the Article from a Category . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Priority Keywords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Related Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Article Expiration Warning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Article Expiration Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Article Reminder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Locale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Exact Match Keywords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Questions (FAQ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Related Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Article History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Base And Derived Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Derived Article Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Embedded Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Versions Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Creating a New Version of the Article . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Article Check Out/Check In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Article Versioning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Viewing an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
About Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Using Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Category Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Creating a New Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Renaming a Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Setting the Order of Categorie . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Setting the Order of the Articles in a Category . . . . . . . . . . . . . . . . . . . 110
Article Ordering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
About Web File Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Using the Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Uploading files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Referencing Files from the Manager . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Attachment Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
About Attachment Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Using the Attachment Library Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Adding an Attachment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Attachment Images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Editing an Attachment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Removing Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
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Article Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
About Article Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Creating New Article Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Renaming Article Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Deleting Article Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Adding Articles to Article Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Making Article Groups Accessible Through KB Portals . . . . . . . . . . . 122
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Creating FAQ Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Editing an FAQ Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Deleting a FAQ Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Creating New FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Adding a FAQ to FAQ Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Editing a FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Deleting a FAQ Question . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Arranging FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Solution Finder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
About Solution Finder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Solution Finder Home Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Expanding a Solution Finder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Creating a New Solution Finder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Editing a Solution Finder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Deleting a Solution Finder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
About Solution Finder Choices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Creating a New Solution Finder Choice . . . . . . . . . . . . . . . . . . . . . . . . 141
Editing a Solution Finder Choice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Deleting a Solution Finder Choice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Creating a Bridge Choice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Adding Articles to the Solution Finder . . . . . . . . . . . . . . . . . . . . . . . . . 145
Adding an Article into the Choice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Removing an Article from the Choice . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
About Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Creating a New Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Editing the Glossary Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Deleting the Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Creating a New Glossary Term . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Editing a Glossary Term . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Changing the Glossary Term Status . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Importing a Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Removing Glossary Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Article Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
About Article Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Using Article Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Creating an Attribute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
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Editing or Deleting an Attribute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Adding Articles to Sub-Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Removing Articles from Sub-Attributes . . . . . . . . . . . . . . . . . . . . . . . . 163
Article Subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
About Article Subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
The Article Subscription Home Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Creating a New Subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Enabling Article Subscription for a Portal . . . . . . . . . . . . . . . . . . . . . . . 167
Subscribing or Unsubscribing Articles to Users . . . . . . . . . . . . . . . . . . 169
Category Subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Global Replace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
About Global Replace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Using Global Find and Replace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Chapter 3: Portal Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
About Managing Knowledge Spaces Customer Portal . . . . . . . . . . . . . . . . . 176
Creating a KB Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Renaming a Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Deleting a Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Portal Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Knowledge Base and Article Group Access . . . . . . . . . . . . . . . . . . . . . 181
Security and Access Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Widget Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Managing Portal Snap-Ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Portal Snap-Ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Portal Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Category Browsing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Enabling Portal Visitors to Upload Files . . . . . . . . . . . . . . . . . . . . . . . . 245
Integrating Knowledge Spaces™ With the Email Channel . . . . . . . . . . 246
Integrating Knowledge Spaces™ With the Chat Channel . . . . . . . . . . . 246
Portal Splash Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Portal Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Portal Style Builder for Portals Using Portal Style #1, #2, #3 . . . . . . . . . 280
Design Elements for Portals Using Portal Style # 4 . . . . . . . . . . . . . . . . . 282
Layout Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Elements Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Creating a New Portal Theme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
About Mobile Portal Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Mobile Portal Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Enabling a KB Portal as a Mobile Portal . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Configuring the Mobile Portal Home Page . . . . . . . . . . . . . . . . . . . . . . . . 296
Custom Home Page View for a Mobile Portal . . . . . . . . . . . . . . . . . . . 296
Creating a Custom Home Page View . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Editing a Custom Home Page View . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Widgets Available for Home Page View on a Mobile Portal . . . . . . . . 299
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Copying a Custom Home Page View . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Applying a Custom Home Page View . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Deleting a Custom View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Configuring a Sign In Page for a Mobile Portal . . . . . . . . . . . . . . . . . . . . 304
Configuring a Custom Widget for the Sign In Page . . . . . . . . . . . . . . . 305
Changing Themes for Mobile Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Designing a Mobile Portal Theme with Sass and Compass . . . . . . . . . . . 307
Creating a customized Primary CSS file . . . . . . . . . . . . . . . . . . . . . . . . 308
Mobile Portal User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Mobile Portal Search Results Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
The Browse Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Web Site Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Option 1 – Popup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Option 2 - URL Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Option 3 – Search Input Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Option 4 - Direct Link to Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Option 5 - Direct Link to Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Option 6 - Direct Link to Module URL . . . . . . . . . . . . . . . . . . . . . . . . . 319
Widget Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
Reputation and Rating Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Managing Reputations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Registration Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Smart Personalized Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Configuring a Smart Personalized Portal . . . . . . . . . . . . . . . . . . . . . . . . 341
External Access Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
About External Access Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Creating a New External Access Profile . . . . . . . . . . . . . . . . . . . . . . . . 345
Editing External Access Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Cloning an External Access Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Deleting External Access Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
External User Departments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
About External User Departments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Creating New External User Departments . . . . . . . . . . . . . . . . . . . . . . . 354
Renaming a Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
Editing External Users Within a Department . . . . . . . . . . . . . . . . . . . . 355
Deleting a Department . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
Applying Access Profile to Multiple External Departments . . . . . . . . . 356
External Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
About External Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Creating New External Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Customizing the Fields in the Additional Information Area . . . . . . . . . 360
Editing External Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Deleting an External User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Applying an Access Profile to Multiple External Users . . . . . . . . . . . . 363
Remote Site Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
About Remote Site Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
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Creating a Remote Website For Search . . . . . . . . . . . . . . . . . . . . . . . . . 365
Editing a Remote Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Deleting a Remote Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Creating a SharePoint Remote Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Remote Database Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
About Remote Database Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Creating a Remote Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
Configuring a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
Editing the Remote Database Name . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Deleting a Remote Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Editing a Database Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Deleting a Database Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Remote File Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
About Remote File Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Creating a Remote File System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Editing a Remote File System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
Deleting a Remote File System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
Search Optimization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Pinned Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Creating a Pinned Articles Term . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Pinning Articles to a Term . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Specifying Manual Summaries for Pinned Articles . . . . . . . . . . . . . . . 385
Displaying Pinned Articles on a Portal . . . . . . . . . . . . . . . . . . . . . . . . . 386
AdManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
About AdManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Creating a New Advertisement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Editing an Advertisement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Deleting an Advertisement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Chapter 4:Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
About Workflow Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
Why Have a Workflow Editor? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
How to Use the Workflow Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
Creating a New Workflow Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Renaming a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Deleting a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Adding a New Workflow Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395
Editing a Workflow Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
Deleting a Workflow Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Setting Employee Permissions in the Workflow Editor . . . . . . . . . . . . . . 397
Setting User Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Email Template for Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
E-mail Recipients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402
About Article Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
Using the Article Template Functions . . . . . . . . . . . . . . . . . . . . . . . . . . 405
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Creating a New Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
Uploading a New Article Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
Building a Custom HTML Article Template . . . . . . . . . . . . . . . . . . . . . 407
Creating an Article Template Online . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
About Multiple Text Bodies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Template Style . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Using the Template Style Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Editing a Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
Replacing an Uploaded Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Deleting a Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Article Template Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
Article Check-in & Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
Article Checked Out Notification & Auto Check In . . . . . . . . . . . . . . . . . 414
Administrator Check-In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
Internal Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
About Internal Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
Creating a New Internal User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Editing Internal User Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Deleting an Internal User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
Password Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Bulk User Profile Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
Internal Access Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
About Internal Access Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Creating a New Internal Access Profile . . . . . . . . . . . . . . . . . . . . . . . . . 428
Setting the Properties of an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
Editing Internal Access Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
Cloning an Internal Access Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
Deleting Internal Access Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
Management of Active Directory Profiles . . . . . . . . . . . . . . . . . . . . . . . . 435
Administration Permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
Sample Mapping of Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
About User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Setting Up a New User Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Editing a User Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
Spell Check Dictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
Creating a New Word for Spell Check Dictionary . . . . . . . . . . . . . . . . . . 442
Editing a Stop Word . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
Deleting a Stop List Word . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
Synonym Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
Creating a Synonym . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
Editing a Synonym . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445
Deleting a Synonym . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445
E-mail Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
About E-mail Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
Article Expiration Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
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Enabled . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
Edit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
Article Expiration Warning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
Enabled . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
Edit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
Article Subscription Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
Password Modification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450
Search Engine Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452
About Search Engine Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452
System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
About System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
File Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
KB Administrator Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457
Portal Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458
Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458
Chapter 5:Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
About Knowledge Spaces™ Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
Users Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Accounts By Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Feedback Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462
User Details Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
User Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
Visitors Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
User Activity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
Content Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Articles Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Article Hit Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
Base and Derived Articles Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
FAQ Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474
Workflow Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
The Community Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
Forum Report Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
Wiki Report Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
The Search Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
Unanswered Search Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
Search Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
ATR Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
The ROI Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
Return on Investment Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
AdManager Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
The Integration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
Saved Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
Saving Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
viii
Save Report Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
Chapter 6: Sharepoint Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 490
Installing SharePoint Connector on Admin Server . . . . . . . . . . . . . . . . . . 490
Installing SharePoint Connector on SharePoint Server . . . . . . . . . . . . . . . 495
Chapter 7:Search Engine Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
Search Engine Map Export . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 502
Configuring a Portal for Search Engine Mapping . . . . . . . . . . . . . . . . . . . . . 502
Creating a Search Engine Map for a Portal . . . . . . . . . . . . . . . . . . . . . . . . 502
Dowloading the XML Site Map File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
Removing the Search Engine Map Configuration for a Portal . . . . . . . . . 507
Configuring a Portal Domain Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
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Spaces by Moxie™ Knowldge Spaces™ 9.4 Administrator User Guide
x
Chapter 1: Getting Started
This chapter introduces you to working in Knowledge Spaces™
Admin Control Panel.
In this chapter
•
•
•
•
About Knowledge Spaces™ Admin Control Panel..................
Knowledge Spaces Admin Control Panel Home Page .............
Icons Used in Knowledge Spaces Admin Control Panel..........
Personalizing the Home Page ...................................................
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
About Knowledge Spaces™ Admin Control Panel
The Admin control panel enables users to manage KB Portals, Knowledge Bases, Articles, and other
features of Spaces by Moxie™ Knowledge Spaces™ - also referred to in this document as Knowledge
Spaces™.
This section covers the prerequisites, and procedures pertaining to the usage of these components of
Knowledge Spaces™.
Information in this section enables users of the Admin Control Panel to determine the best course of action
for deploying Knowledge Spaces™. Logging onto Knowledge Spaces™ Admin Control Panel
You can log onto Knowledge Spaces™ from the Login page using the login credentials. If you do not have
Login credentials contact Knowledge Spaces™ Admin Control Panel Administrator. The Login page
restricts any unauthorized user accessing the application.
To Log onto Knowledge Spaces™ Admin Control Panel, carry out the following steps:
1. Enter the URL of the Knowledge Spaces™ Admin Control Panel in the address bar of the Web
browser. The Login page is displayed.
2. Enter the user name and password in Username and Password fields respectively.
3. Select your preferred language from the Language dropdown box.
4. Click Login. The Home page is displayed.
Forgot Password
If you forgot your password, You can retrieve it password using click the Forgot your login information?
link available on the Login page.The Request Password Reset page is displayed.
12
5. Enter the User Name and click Submit. A link will be sent to your email ID registered for the User
Name.
6. Click the link to change the password.
Knowledge Spaces Admin Control Panel Home Page
The Knowledge Spaces Admin Control Home page is the starting point when you log on to Knowledge
Spaces™ as an author, editor, or administrative Internal User.
Figure 1
Knowledge Spaces Admin Control Panel Home Page
After you log on to Knowledge Spaces™ Admin Control Panel, the Home page is displayed. Modules on
this page provide you with a dashboard view of your system, including usage, events, and items that
require action.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Modules on this page, like all other sections of the software, are controlled through User Permissions. The
Knowledge Spaces Administrator can designate which modules are available to you, and thereby control
the availability of system features, and information.
Whether you have the permission to view only one, or several modules, you always have the ability to
organize modules to your preference. The Home tab contains a link called Personalize. When you click
on this link, a list of all the available modules is displayed. The modules, and their layout should reflect
your usage of the software.
Here is a description of each Home tab module available:
Search Module
Enables you to quickly search for Articles, FAQs, Glossary Terms, Internal Users, and External Users. The
default search is set to Article Title.
Note:
You can Search for Articles in the Workflow steps and Knowledge Bases for which
you have the View permission.
Latest Articles
Displays the 10 most recent newly created Articles within the Knowledge Bases for which you have User
Group access. From the list of Articles displayed, you can view and edit only the Articles for which you
have the View, and Edit permissions.
Custom Message
Displays the custom message created by your Administrator. This HTML, or text-based message can be
edited from any Internal User permission page.
Note:
Moxie SoftwareTM does not provide support or assistance with CSS or JavaScript in
Portal customization areas, widgets, or HTML Article Templates. Inclusion of
any custom CSS or JavaScript code and maintenance or troubleshooting of
custom code becomes the sole responsibility of the customer.
KB Tips
Generates a rotating list of tips and hints on using the Knowledge Spaces application. Each time you
reload the Home tab, a tip is displayed in this module.
Easy Setup Instructions
Displays the processes with links for creating a Knowledge Base, creating a Knowledge Base Article and
creating a Customer Portal. These three steps can also be accessed from the Quick Link menu bar from
any tab in the Knowledge Spaces application.
14
Download Area
Displays link to download the Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide.
Internal Users
Displays the most recently created Internal Users names and email addresses, as well as a link to View All
Internal Users. You can click on either their name, or Email address to view their permissions set.
Most Popular Articles
Displays the Articles most frequently accessed by external users.
My Last Articles
Displays the 10 Articles you last accessed in Knowledge Spaces™ Admin Control Panel.
Articles to Approve
Displays the Articles not in the Live, or Expired step of a Workflow, but only in the Workflow steps or
Knowledge Bases you have permission to access. This is a good reminder of what Articles need to be
approved.
Category Browsing
Displays all the Knowledge Bases for which you have permission. Clicking a KB link expands listing all
top-level Categories. Clicking a Category expands its view to its Sub-Categories and/or any Articles. At
the Article Level in this module, you can click on the
icon to view the Article or the
icon to edit the
Article properties. You can view and edit only the Articles for which you have view and edit permission.
Link to Portals
Provides links to all Portals. Clicking a Portal link opens a new browser window and loads the desired
Portal.
External Users
Displays a list of the most recently created External Users or end-users with secure passwords. External
User names, and Email addresses are links to view their external permissions. You also have an option to
View All External Users.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Icons Used in Knowledge Spaces Admin Control Panel
The following table lists the icons used in Knowledge Spaces™ Admin Control Panel:
Icon
Description
Knowledge Base
Back
Category/Categorize
Change Status
Copy
Delete
Menu Delete
Create a New Glossary term
Edit
Expand a category or article
Group
Settings
E-mail Subscribe
Menu - New folder
Help
Create a New Article
New KB
Import KB
Note
Personalize
16
Icon
Description
Add Article
Add Choice
Article Checked Out
New FAQ
New Workflow
New Workflow Step
New Template
Article Template Transfer
New User
Apply User Profile
New User Profile
Clone Profile
New User Group
Refresh
Personalizing the Home Page
You can personalize the home page with a number of tools and features that makes finding articles, users,
news, portals, and other information easy and accessible.
The personalization features that can be added on the home page are:
•
•
•
•
•
•
•
Custom News Updates or Broadcast Message
Search Functionality
Knowledge Base Category Browsing
Articles You Have Checked Out for Editing
Article Pending Your Approval in the Workflow
Most Popular Articles
Most Recent Articles That You Have Accessed
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
•
•
•
•
•
•
•
•
Most Recently Created Articles
List of Articles by Workflow Status
List of Internal Users
List of External Users
Link to the Knowledge Base Portals
Knowledge Spaces™ Tips
Download Center
Easy Setup Instructions
Every Internal User can decide which personalization features must be displayed on the User's home page.
To Personalize your Home Page
1. In the upper right corner of the Home page, click Personalize
.
The tools and features that you can add to the Home page are displayed.
Figure 2
Page Showing the Personalization Features
2. Select the check box next to each feature you want to add to your Home page.
3. To choose which side of the home page to place each feature, click the
and select Left, or Right.
arrow in the Align column,
4. Click
, or
next to the features, depending on the vertical order in which you want to display the
features.
5. Click Save, or Save and Finish. Your Home page settings are saved.
The Administrator can customize the personalization options at the User level. In the Internal Users
area of the Administration tab, the personalization options available to individual Users can be added
or removed from the display. With these controls, you can determine exactly which features must be
available to each User, when the User logs on.
18
Content Management
Chapter 2:Content Management
This chapter provides detailed information about Managing
Content in Knowledge Spaces™ Admin Control Panel.
In this chapter
•
•
•
•
•
•
•
•
•
•
•
•
Knowledge Bases......................................................................
Articles......................................................................................
Categories .................................................................................
Manager ....................................................................................
Attachment Library...................................................................
Article Groups...........................................................................
Frequently Asked Questions .....................................................
Solution Finder .........................................................................
Glossary ....................................................................................
Article Attributes ......................................................................
Article Subscription ..................................................................
Global Replace..........................................................................
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Knowledge Bases
This section introduces you to knowledge bases in Knowledge Spaces™ Admin Control Panel.
The Content tab in Knowledge Spaces™ Admin Control Panel provides the window to all the
management tools you need to create, and manage individual Knowledge Bases and the Knowledge Base
content.
The Knowledge Base is the highest level in Knowledge Spaces™ content taxonomy, and is a collection of
information, comprising:
•
•
•
•
•
•
Articles
Files
Categories
Links
Images
Resources
Generally, information in a Knowledge Base is related, and organized in a file structure within the
Knowledge Base.
Creating a Knowledge Base
You can create a Knowledge Base from the Content tab of Knowledge Spaces™ Admin Control Panel. In
the Content tab, click View in the Knowledge Base section. A list of Knowledge Bases is displayed. Use
the
icon or the New KB link on the Knowledge Base page to create a Knowledge Base.
Note:
You must be granted the Create New Knowledge Base permission to create a new
Knowledge Base.
20
Content Management
To Create a New Knowledge Base
1. On the Knowledge Base page, click
or New KB.
The New Knowledge Base page is displayed.
Figure 3
Creating A New Knowledge Base
2. In the Knowledge Base Name field, type a name for the Knowledge Base.
3. From the Work Flow list, select a Workflow process. A Workflow process provides the series of steps
for an article to move through, before it is live in the Knowledge Base.
Note:
Knowledge Spaces™ installs a Default Workflow. You must create a new Workflow
process before creating a Knowledge Base, if you want your Knowledge Base to use
a Workflow other than the Default Workflow. For more information, see “About
Workflow Editor” on page 392.
4. If you have created more than one User Group, by default, all the are selected in the User Group list.
You must clear the selection of the for which you do not want to provide access to the Knowledge
Base.
The newly created Knowledge Base is listed along with the existing Knowledge Bases on the
Knowledge Base page. This page lists the Knowledge Bases in an alphabetical order. The column to
the right in the Knowledge Base page shows the Workflow process each Knowledge Base is using.
Importing a Knowledge Base
The Import KB function on the Knowledge Base page enables you to import an existing Knowledge Base
from a remote location into Knowledge Spaces™ Admin Control Panel. The import function requires
21
Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
existing Windows.chm (HTML Help) files, and imports them in a format recognized by Knowledge
Spaces™, thereby creating a functional Knowledge Base on import.
Note
You must be granted the Import Knowledge Base permission to import a
Knowledge Base.
To Import a Knowledge Base
1. On the Content page, click View in the Knowledge Base section.
A list of Knowledge Bases in Knowledge Spaces™ is displayed.
2. On the Knowledge Base page, click
or the Import KB link.
The Import Knowledge Base page is displayed.
Figure 4
Import Knowledge Base Page
3. From the Knowledge Base list, select a Knowledge Base to which you want to import the help file.
By default, the source format is HTML Help (.chm file).
22
Content Management
4. Click Next. The page for selection of the file to upload is displayed.
Figure 5
File Upload Page
5. Click Browse to locate the.chm file that you want to upload. The Choose File dialog box is displayed.
6. Select the file to upload, and click Open.
7. Click Next. The file is uploaded.
After the upload is complete, you must wait for some time before you can view the new files in the
Knowledge Base into which the help file is uploaded. This time is necessary for the Knowledge Base
application to convert the files into the format used by Knowledge Spaces™.
Note:
•
•
The maximum file size for a.chm file that you can upload is 3.5 MB (ASP
version only).
The help file uploaded into a selected Knowledge Base will be listed as articles
in the Knowledge Base.
Sorting Knowledge Base Columns
After you create or import a Knowledge Base, it is listed on the Knowledge Base page. Knowledge Bases
are listed in alphabetical order.
Figure 6
List of Knowledge Bases on the Knowledge Base Page
To Sort Knowledge Base Column Headings
•
On the Knowledge Base page, click the Knowledge Base column heading.
The list of Knowledge Bases is sorted in the alphabetical order.
The order of the Knowledge Bases is sorted based on the alphabetical order of the Knowledge Base
names.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
To Sort by Workflow
•
On the Knowledge Base page, click the Workflow column heading.
The order of the Knowledge Bases is sorted based on the alphabetical order of the Workflow names.
Editing a Knowledge Base
You can edit the name of an existing Knowledge Base, or change the Workflow editor that the Knowledge
Base is currently using for the article publishing process.
Note:
You must be granted the Edit Knowledge Base permission to edit a Knowledge
Base
To Edit a Knowledge Base
1. On the Knowledge Base page, click
to the left of the Knowledge Base name.
The Edit Knowledge Base page is displayed.
Figure 7
Edit Knowledge Base Page
You can edit the name of the Knowledge Base, and change the Workflow process.
Note:
If you change the Workflow process with which the Knowledge Base is associated,
all articles that are not in the New, Published, or Expired Workflow steps move to
the new Workflow step in the new Workflow process. Articles previously in the New,
Published, or Expired Workflow steps remain in these steps in the new Workflow
process. For more information, see “About Workflow Editor” on page 392.
2. Click Save. The changes made to the selected Knowledge Base are updated.
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Content Management
Deleting a Knowledge Base
You can delete a Knowledge Base only if you have the Delete Knowledge Base Permission. Deleting a
Knowledge Base automatically deletes all the Articles, FAQs, and Categories that reside in the Knowledge
Base.
Note:
•
•
The deletion of a Knowledge Base cannot be undone.
The permission to delete Knowledge Bases must be granted to Users, with
discretion.
To Delete a Knowledge Base
1. On the Knowledge Base page, click
to the left of the Knowledge Base name.
The confirmation message box to delete the Knowledge Base is displayed.
Figure 8
Confirmation Message Box to Delete the Knowledge Base
2. Click OK. The Edit Knowledge Base Confirmation page is displayed.
3. Specify you KB Administrator password, and click Finished.
The selected Knowledge Base is deleted.
Caution:
If you delete a Knowledge Base, you also delete all the Articles, and Categories that
reside in the Knowledge Base.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Articles
The Content tab provides the necessary tools for the creation, management, and organization of Articles.
An Article can be either created online using a template or an uploaded file. An Article can be a data sheet,
a list of instructions, a policy manual, a help file, and so on. Article content is generally text, and images.
The Articles can also have attachments such as images and sound files, as well as references to related
links or related Articles. From a Knowledge Spaces hierarchy perspective, Articles are at the lowest level
Batch Update
Changing article properties such as titles, categories, attributes, article groups, keywords, and more, can
now be done by the batch update process. Users can download a control file containing all article
properties for one or more knowledge bases, edit the file, upload it and schedule a date and time for the
changes to occur.
Article properties that can be added or modified by batch update include the following:
•
•
•
•
•
•
•
•
•
Attributes
Article Groups
Attachments
Categories
Exact Match Keywords
Priority Keywords
FAQs
Related Articles
Related Links
26
Content Management
Admin Setting for this Feature
Figure 9
Admin Setting - Internal Access Profile Permission
This feature is supported by a new permission in the internal access profile to restrict use of this feature by
only authorized users.
Database Rollback
Selecting "Create Article Properties snapshot prior to job execution" creates a backup file in
"\Knowledgebase.Net\logs\ScheduledTasks\BatchJobs\clientId\ArticleProperties\Backup”
with the file name “jobId_date”.
The backup file includes logging and audit history to help track the schedules and the batch jobs. This file
can be used to return the knowledgebase to the state it was in prior to a batch update.
Note
The backup file will be automatically deleted after 7 days.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Creating New Batch Jobs
To create a new batch job, carry out the following steps:
1.
2.
3.
4.
5.
6.
Click Batch Jobs, then click New Job.
Enter job name in the Job Name text box.
Select date, month and year from the Run Date drop-down menu.
Select time from the Run Time drop-down menu.
Click Browse, then select the appropriate Control File from the destination folder.
Click Finished to create a new Batch Job.
Updating Batch Jobs
For batch update, carry out the following steps:
1. Select one or more knowledge base and download its properties to a CSV (comma separated values)
file.
2. Open the CSV file in a spreadsheet editor like Microsoft Excel™.
3. Update article properties and upload the revised data from the spreadsheet file.
4. Schedule a run time update.
Figure 10 Select KB, Download for Batch Update
28
Content Management
Figure 11 Comma separated list - input for a Spreadsheet Tool like Microsoft Excel™
Batch-Job - Example
For a batch update:
•
•
•
•
Select one or more knowledge base(s) and download its properties to a CSV (comma separated values)
file. This is termed the control file.
Open the control file in any application that supports CSV file format. For example a spreadsheet
editor like Microsoft Excel™.
Make changes and upload the revised data from the file.
Schedule a run time update.
Figure 12 Select KB, Specify Field Delimiter for Control File
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Note:
The control file downloaded as described in this section, should not be opened by doubleclicking the file name in the folder-view. The correct way to access this file is as follows:
•
•
•
•
If you use Microsoft Excel™, open a new file.
Use the option sequence
Data > From Text File > browse for and click the downloaded file.
Specify the delimiter
Click Finish.
Figure 13 Control File (CSV) for Upload into an Application that supports CSV files
Figure 14 Control File in a Spreadsheet Format Ready for Editing
30
Content Management
Columns in the Control File represent article properties
Control File Table
Table 1 illustrates the following characteristics of the columns in a typical control file.
•
•
•
•
Column names.
Each column's purpose.
Whether the column can be updated by the batch process.
Whether the column is mandatory in order for the Batch Job process to complete.
Column Name
Purpose
Can be updated? Y/
N
Type
KB_ID
Context
No
n/a
KB_Name
Context
No
n/a
Article_ID
Context
No
n/a
Article_Title
Update
Yes
Alpha-Num
ArtGroup_nn_Name
Context
No
n/a
ArtGroup_nn_ID
Update
Yes
Numeric
Catnn_Name+Parent+GrParent
Context
No
n/a
Catnn_ID
Update
Yes
Numeric
Attrnn_Name+Parent+GrParent
Context
No
n/a
Attrnn_ID
Update
Yes
Numeric
Priority_Keywords
Update
Yes
Alpha-Num
Exact_Keyword_nn
Update
Yes
Alpha-Num
Reference_Word
Update
Yes
Alpha-Num
Manual_Summary
Update
Yes
Alpha-Num
Related_Article_nn_Title
Context
No
n/a
Related_Article_ nn _ID
Update
Yes
Numeric
Locale_ID
Context
No
n/a
Attachment_ nn _Name
Context
No
n/a
Attachment_ nn _ID
Update
Yes
Numeric
Subscription_Enabled
Update
No
n/a
Is_Base_Article
Context
No
n/a
Base_Article_ID
Context
No
n/a
FAQ_ nn
Update
Yes
Alpha-Num
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Column Name
Purpose
Can be updated? Y/
N
Type
ArtCreated_Date
Context
No
n/a
ArtCreated_By
Context
No
n/a
Published_Version
Context
No
n/a
Published_Workflow
Context
No
n/a
Published_Date
Context
No
n/a
Published_By
Context
No
n/a
Latest_Version
Context
No
n/a
Latest_Version_WF
Context
No
n/a
Latest_Version_WFS
Context
No
n/a
Latest_Version_Date
Context
No
n/a
Latest_Version_Created_By
Context
No
n/a
Expiration_Date
Context
No
n/a
Template_Name
Context
No
n/a
Inherent_Format
Context
No
n/a
Converted_HTML
Context
No
n/a
Table 1
Control file Table and Column Properties
The column headings should be understood as follows:
•
•
•
•
Column Name - Column names in the table that show text formatted as nn represent a type of
Article Property for which multiple values may be defined for each Article. The nn is a placeholder
for documentation purposes, and represents a numeric identifier that increments when more than one
value of a property type exists for an article.
Context - Fields whose purpose is marked as Context provide users key insights about an Article in
order to help in the selection of Articles to be updated, but cannot be updated via the batch update
process. For example, understanding which Knowledge Base an Article resides within, or the Article
Template that it uses can help guide in the selection of Articles to apply a specific update to.
Can be Updated? - Yes indicates that the Fields can be updated via batch process. No indicates that
they cannot be updated.
Type - The type of value that is valid for use by the update process.
Fields with an Alpha-Num type can be updated with strings that contain any valid ASCII character.
Fields with a Numeric type, may only be updated with valid values from the Knowledge Spaces
application. For example, to add an Article to a Category, a valid Category ID number from the
corresponding Knowledge Base is required. The Category ID value can be viewed by hovering over
any Category Name in Admin Control Panel > Category Management. See red highlight in Figure 15.
32
Content Management
Figure 15 A Category Name’s Category ID Value
Figure 16 Select Option Content > Batch Update
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Figure 17 Set a Schedule for Batch Update and Set the Option for Creating the “Snapshot”
Figure 18 Set Time for the Batch Job
34
Content Management
Listing the Articles in a Knowledge Base
After an Article is created or imported, it is listed by date (most recently created or edited) on the Article
Management page. At the top right of the Article Management page is the KB list. When you select a
Knowledge Base from the KB list, the Articles contained in the selected Knowledge Base are listed on the
Article Management page.
Figure 19 Article Management Page Showing the List of Articles in a Knowledge Base
On the Article Management main page, you can do the following operations:
•
•
•
•
•
•
•
•
Create Articles
Check in the Articles
Copy Articles
Change Workflow status
Categorize Articles
Group Articles
Delete Articles
Sort Articles
Creating an Article
You can create an Article in the following two ways:
•
•
Create an Article using the Article Editor
Import a file
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Note:
You must be granted the Create New Article permission to create new Articles.
To Create a New Article Using the Article Editor
1. In the navigation bar, click
- OR From the Content tab, click View in the Knowledge Base section. A list of Knowledge Bases is
displayed. Select a Knowledge Base for the new Article, and click .
The New Article page is displayed.
-ORFrom the Content tab, click Article Management. The List of Articles for a Knowledge Base is
displayed. Select a Knowledge Base from the KB dropdown box available on the upper right side.
Click
The New Article page is displayed.
36
Content Management
Figure 20 New Article Page
2.
3.
4.
5.
6.
By default, Option 1 – Create article online is selected.
From the Knowledge Base list, select the Knowledge Base where you want the new Article to reside.
From the Workflow list, select the Workflow you want to assign to the Article. This list includes the
Workflows that your Administrator has granted you access. The Workflow associated with a version
enables the version to progress through a series of Workflow steps defined for the Workflow.
From the Status list, select the Workflow step where you want to place the Article. The statuses
defined for the selected Workflow are included in this list. The list includes the steps that your
Administrator has granted you access.
From the Article Template list, select the Article template you want to use for creating the Article.
Article Templates are used to create a format for an Article. If you have not created any Article
templates, you can use the default template provided.
Article templates are created, and managed through the Article Templates section on the
Administration tab. For more information, see “About Article Templates” on page 404.
In the Article Title field, enter a title for the Article.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
7. In the Article Title field, enter a title for the Article
Notes:
It is recommended not to create Articles with the word “attachment” in the title
of the Article. When a Portal User tries to view an Article that has the word
attachment in the title, Internet Explorer 8 mis-interprets and attempts to
download the Article instead of displaying it.
While creating an Article, if you enter a space at the beginning of the Article, the
Online Editor does not include the space in article content.
8. From the Expiration options, enter a date of expiration for the Article if you want to set the expiration
date for an Article. By default, the Expiration is set to None.
9. From the Include Notes list, select Yes to include a note for the Article. If you do not want to add a
note, proceed to Step 11.
The Subject and Notes fields are displayed.
10. Enter the Subject of the Note in the Subject field.
11. Enter the Body of the Note in the Notes field.
12. Select the Enable subscription option if you want users to be able to subscribe to the Article.
Note:
You can also select the Enable subscription option later, by editing the Article Properties.
13. Click Next. The Article Editor page is displayed. The Article Editor displays a field for each Article
Body available in the selected Article Template.
14. Click
button to open the editor control for an Article body.
The Article Editor is displayed.
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Content Management
Note:
You cannot delete or move images in the image gallery.
The Article Editor enables you to create, and edit rich content.
You can choose from two editor modes:
•
Normal: functions similarly to Word processing applications. and contains toolbars with a number of
formatting options and controls.
• HTML: displays markedup content of the active Article body. Care must be taken in this mode because
changes to HTML can significantly alter the appearance of the content. Users who are familar with
HTML choose this mode to enhance the default markup created by the editor’s formatting options.
15. Type, or paste the content in the field(s) provided. In the Normal mode, you can use the features
available in the toolbar to format your Article.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
•
The number of Text Bodies, font, and other properties of the Article are determined by the Article
template selected to create the Article. For more information, see “About Article Templates” on
page 404.
Note:
Autosave
Autosave feature saves the content of an Article automatically while creating or
editing Article content using the Online Article Editor at the pre-configured time
intervals. The Autosave feature prevents the loss of Article content that might occur
from a browser or system crash, or loss of network connectivity. All the Autosaved
articles are displayed on the Article Information page with the prefix Autosaved
along with the Article Title with the appropriate Article status.
When a User creates an Article in the Online Article Editor by selecting the
Published Workflow step, the status of the Autosaved Article will be saved to New
Workflow step on the Article Information page.
Note:
If the User has permission only to the Published Workflow step, the Article will not
be Autosaved.
16. Click Insert Image to insert an image into the Article.
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Content Management
Note:
The default maximum size of an image folder from which you can upload an image
into an Article is 100 MB. You can configure a different Image folder size by editing
the <security name="MaxImageFolderSize">102400</security> tag in the
Admin.config file located in the <Knowledge Spaces Installation Path>
\KnowledgeBase.Net\Knowledge
base\applicationprogram\ui\http\ClientPortal\CuteSoft_Client\CuteEditor\Configura
tion\Security\ path on the computer where Knowledge Spaces Client Portal is
installed.
You can configure the "Insert Image" path in the Article Editor to Manager or
Attachment Library.
To configure the "Insert Image" path to " Manager", carry out the following steps:
•
Open
the
web.config
file
in
the
<System
Drive>:
\Program
Files\Knowledgebase.Net\knowledgebase\applicationprogram\ui\http\ClientPortal\
path
•
change the value of add key tag to "/pf/"
<add key="InsertImagePath" value= "/pf/"/>
•
To configure the "Insert Image" path to "Attachment Library", carry out the
following steps:
• Open the web.config file in the <System
Drive>: \Program
Files\Knowledgebase.Net\knowledgebase\applicationprogram\ui\http\ClientP
ortal\ path
•
change the value of add key tag to "/cd/"
<add key="InsertImagePath" value= "/cd/"/>
17. Click Insert Article Link to create a hyperlink to another Article. To do so:
i.
Select the text for which you want to embed a link, and then click
Link window is displayed.
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. The Insert Article
Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Figure 21 Insert Article Link Window
ii. In the ArticleID field, enter the ID of the Article you want to link.
iii. If you want to link to anchored text within the Article, specify the anchor created within the
Article to which you are linking. This step is optional.
iv. Click Insert.The Article Link is created.
18. Click Insert Forum link to create a hyperlink to a specific Knowledge Spaces Forum Thread.
Note: Forum links will appear regardless of whether the user’s Portal contains the referenced Forum.
To create a link from an Article to a Forum Thread, carry out the following steps:
i.
Click
. The Insert Forum Link window is displayed.
Figure 22 Insert Forum Link Window
ii. In the Forums field, select the Forum which has the Forum Thread you want to link.
iii. In the Threads in this Forum field, all the Forum threads within the Forum selected in the Forums
field are listed. Select the Forum Thread you want to link.
iv. Click Select. The Forum link is created.
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Content Management
Note:
When you preview the Article, and click the Forum link you inserted, the Forum
thread will not be displayed in the Preview window. You must view the Article on
the Portal to check if the Forum link works.
19. You can insert hyperlink to an external website. To do so:
i.
Click
. The Hyperlink Information window is displayed.
Figure 23 Hyperlink Information Window
ii. In the URL field, specify the url of the external website. For example, http:\\www.google.com.
iii. Click OK. The Hyperlink is created.
20. Click Save to save the Article. The Versions tab of the Article Information page is displayed with the
new Article.
- OR Click Save and Check In to save and check in the Article into the Portal.
- OR Click Discard to delete the Article without saving. A message box is displayed prompting you to
confirm the deletion of the incomplete Article. Click OK to confirm the deletion of Article without
saving.
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Note:
When you save the Article, the Article will remain checked-out, and locked for other users.
Other users cannot edit the Article however, the users can check-in the Article to edit.
The following figure illustrates the Article Information page:
Figure 24 Article Information Page Showing the Details of an Article
To Create a New Article Using Import File
1. In the navigation bar, click
.
- OR From the Content tab, click View in the Knowledge Base section. A list of Knowledge Bases is
displayed. Select a Knowledge Base for the new Article, and click
The New Article page is displayed.
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Content Management
Figure 25 New Article Page
2. From the Knowledge Base list, select the Knowledge Base where you want the new Article to reside.
3. From the Workflow list, select the Workflow you want to assign to the Article. This list includes the
Workflows that your Administrator has granted you access. The Workflow associated with a version
enables the version to progress through a series of Workflow steps defined for the Workflow.
4. From the Status list, select the Workflow step where you want to place the Article. The statuses
defined for the selected Workflow are included in this list. The list includes the steps that your
Administrator has granted you access.
5. Select Option 2 – Import a document.
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Figure 26 Selecting the Option 2 - Import a Document Method
This option enables you to import a file from the location that your local system has accesss to rather
than create it online.
6. In the Import File option, click the Browse button to locate, and select the file you want to upload. By
default, the following file types can be uploaded: .doc/docx, .xls/.xlsx, .ppt/.pptx, .pdf, .html, .htm,
and .txt. To inquire about other file types, contact your Knowledge Spaces Administrator.
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Content Management
Figure 27 Choose File Window to Locate the File to be Uploaded
Note:
The Portal users must have Adobe Acrobat Reader installed to view the pdf files on
the Portal.
7. Select Open. The location of the selected file is displayed in the Import File field.
Note:
The maximum limit for the file size of the Article depends on the Article size
settings located in the System Settings section of the Administration tab.
8. From the Expiration options, enter a date of expiration for the Article if you want to set the expiration
date for an Article. By default, the Expiration is set to None.
9. From the Include Notes list, select Yes to include a note for the Article. If you do not want to add a
note, proceed to Step 11.
The Subject and Note fields are displayed.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
10. Enter the subject of the note in the Subject field.
11. Enter the Body of the Note in the Notes field.
12. Select the Enable subscription option if you want users to be able to subscribe to the Article.
Note:
You can also select the Enable subscription option later, by editing the Article
Properties.
13. .Click Finished. The Article Information page is displayed after the Article is uploaded.
Checking In the Articles
To perform a bulk check in of the Articles, carry out the following steps:
Note:
You can do a bulk check in of only the Articles that you have checked out.t Articles.
14. On the Article Management page, click the
check out icon link to sort the Articles listed on the
page by the checked out status.
15. Select the check box(es) to the left of the Article(s) you want to check in.
16. Click
from the Article Management toolbar. A message box is displayed prompting you to
confirm the check in of the Article(s).
17. Click OK to confirm the check in of Article(s). The selected Articles are checked in.
Copying Articles
You can copy Articles from one Knowledge Base to another, from the Article Management page.
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Content Management
Note:
You must be granted the Copy Article permission to copy Articles from one
Knowledge Base to another.
To Copy an Article
1. On the Article Management page, select the check box(es) to the left of the Article(s) you want to
copy.
2. Click
from the Article Management toolbar. A message box is displayed prompting you to
confirm the copying of the Article(s).
Figure 28 Copy Articles Confirmation Dialog Box
3. Click OK. The Target Knowledge Base page is displayed.
Figure 29 Target Knowledge Base Page
4. From the Knowledge Base list, select the Knowledge Base to which you want to copy the Article(s).
5. Click Copy. The Article(s) are copied to the selected Knowledge Base.
Note:
After you have copied the Article(s), the Article(s) are placed in a queue that runs on
a scheduled basis. The default time is 10 minutes for the copied Article(s) to be listed
and displayed in the target Knowledge Base.
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Changing Article Workflow Status
Article status is the Article’s current position in the publishing Workflow. As the Article moves through
the publishing process, it passes through a number of Workflow steps that have been set up as part of the
Workflow.From the Article Management page, you can change the Workflow status for many Articles
simultaneously.
Note:
You must be granted the Change Status permission to change the Workflow status
of Article(s).
To Change the Work flow Status of Article(s)
1. On the Article Management page, select the check box next to each Article whose workflow status
you want to change.
2. Click Status. A message box is displayed prompting you to confirm the status change for the
Article(s).
Figure 30 Change Article Status Confirmation Dialog Box
3. Click OK. The Target Article Status page is displayed.
Figure 31 Article Status Page
4. From the Article Status list, select the Article status you want to assign to the Article(s).
5. Click Submit. The Workflow status of the first version of the Article is changed.
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Content Management
Note:
•
•
•
•
•
Portal users see only the Published version of an Article.
When you change the status of a version of Article to Published, the status of a
previously published Article automatically changes to Expired.
The Articles you select for a change of status are placed in a change status
queue. The system completes the transfer at a scheduled time, so the Articles
may not appear in their new Workflow step immediately. Contact your
Knowledge Spaces Administrator for information on the change status queue
settings.
You can also change the status of an Article from the Versions tab on the Article
Information page.
The Workflow steps to which an Internal User can move an Article, is based on
Internal Access Profile assigned to the user.
Categorizing Multiple Articles
You can categorize several Articles in one operation.
Note:
•
•
You must be granted the Categorize Article permission to categorize Articles.
To categorize an Article, you require the Edit permission for the Workflow step
in which the Article is currently placed.
To categorize multiple Articles, carry out the following steps:
1. On the Article Management page, select the check box next to each Article you want to categorize,
and click Categorize. A message box is displayed prompting you to confirm the categorization of the
selected Article(s).
2. Click OK. The Knowledge Base Categories structure is displayed.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
3. Select the Category or the Sub-category into which you want to place the selected Article(s). A
message box is displayed prompting you to confirm the categorization of the Article(s).
Click OK. The Articles are added to the Category.
Note:
•
•
You can add the Article(s) to multiple Categories.
You can also categorize an Article from the Properties tab on the Article
Information page of the Article.
Adding Multiple Articles to Article Groups
From the Article Management page, you can add multiple Articles to one or more Article Groups.
Note:
•
•
You must be granted the Set Group permission to add multiple Articles to
Article Groups.
To add an Article to an Article Group, you require the Edit permission for the
Workflow step in which the Article is currently placed.
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Content Management
To add multiple Articles to Article Groups, carry out the following steps:
1. On the Article Management page, select the check box next to each Article that you want to add to an
Article Group.
2. Click
. A message is displayed prompting you to confirm the grouping of the Article(s):
Figure 32 Confirmation Dialog Box to Add the Article to an Article Group
3. Click OK. The Article Groups page is displayed.
4. Select the check box next to the Article Group(s) to which you want to add the selected Article(s).
5. Click Save.
Note:
The Grouping feature is useful if you have at least one Secure or Personalized Portal.
Tip:
You can also add an Article to the required Article Groups from the Properties tab
on the Article Information page of the Article.
Deleting Articles
You can delete Articles from the Article Management page.
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Note:
You must be granted the Delete Article permission to delete the Articles.
To delete Articles from the Article Management page, carry out the following steps:
1. On the Article Management page, select the check box(es) to the left of the Article(s) you want to
delete.
2. Click
. A message box is displayed prompting you to confirm the deletion of the Article(s):
Figure 33 Delete Articles Confirmation Dialog Box
3. Click OK to confirm the deletion of Article(s).
The selected Articles are deleted from the Knowledge Base.
Sorting Articles
From the Article Management page, you can sort the Articles by using the following Sort methods:
•
•
•
•
•
Article ID
Title
Date Last Modified
Check out/Check in Status
Author
To sort Articles using one of the above sorting methods, click the relevant column heading.
For example, to sort Articles by the Article title, click on the Article Title link. The Articles will be sorted
in the alphabetical order of Article titles.
Published Version and Latest Version Columns
The Published Version and Latest Version columns on the Article Management page display version
specific information about the Articles. The Published Version column displays the version number of
the published version of each Article listed on the page. The Latest Version column displays the version
number of the latest version of each Article listed on the page.
You can click the Details link displayed next to the version number in the Latest Version column to view
the properties of the Latest version of the Article.
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Content Management
Note:
If none of the versions is published for an Article, the Published Version column
displays None for the Article.
The following figure shows the Article Properties displayed for the Latest Version of an Article:
Figure 34 Details of Latest Version Dialog Box
The following table describes the Article Properties displayed for the Latest Version of an Article:
Column
Description
Version Workflow
The workflow associated with the Latest Version of the Article.
Version Status
The status of the Latest Version of the Article.
Created Date Time
The Date, and time the latest Article version was created.
Created Author
The Internal User who created the latest version of the Article.
Version Format
Indicates the format of the Article version.
Expiration Date
The expiry date set for the Latest version of the Article.
Article Information Page
The Article Information page for an Article provides the general information about a selected Article. You
can set Article properties, and create versions of the Article from this page. To open the Article
Information page of an Article, from the Article Management page, click any Article, the following figure
shows a sample Article Information page:
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Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Figure 35 Article Information Page
The Article Information page includes the general Article information area, and two tabs, the Properties
tab, and the Versions tab. The general Article information area includes details such as the Title, Article
ID, the check out or check in status, the active version of the Article, the Article Expiration information,
and the Knowledge Base with which the Article is associated.
The Properties tab enables you to configure properties for an Article.
The Versions tab enables you to maintain multiple versions of an Article.
Changing the Title of an Article
You can change the Title of the Article from the Article Information page. To do so, carry out the
following steps:
1. In the general Article information area, click the link associated with the Title field. The Title of the
Article is displayed in an editor text field.
2. In the text field, enter a new Title for the Article.
3. Click Save. The specified name is displayed as the Title of the Article.
In the Article Information page, you can change the Article Expiration information. You can either set
the Expiration date for the Article as None, or you can specify an Expiration date. To do so, carry out the
following steps:
1. In the general Article information area, click the link associated with the Expiration field. The radio
buttons with the options None, and current date are displayed.
2. Select the None option if you do not want to set any Expiration date for the Article.
-OR3. Select the required Expiration date from the list.
4. Click Save. The Article Expiration information is modified with the new value.
Properties Tab
The Properties tab includes the following sections:
•
•
•
•
•
Attributes
Article Groups
Attachments
Categories
Exact Match Keywords
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Content Management
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Priority Keywords
Questions (FAQ)
Related Articles
Related Links
Notification
Subscription
Notes
Article History
Locale
Manual Summary
Reference Word
Base And Derived Articles
Embedded Articles
External Notes
Figure 36 Properties Tab on the Article Properties Page
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Article Groups
The Article Groups section displays the Article Groups to which the Article belongs. This area provides
the option to place the Article into the Article Groups that are created from the Article Groups page. A
Portal user can view the Article, provided the user and/or Portal has been given access to the Article
Group(s) in which the Article is placed.
Adding an Article to an Article Group
1. From the Article Groups section, click
Figure 37
. The Article Group page is displayed.
Article Group Page
2. Select the Article Group(s) into which you want to include the Article.
- OR Click Select all to select all the listed Article Groups.
3. Click Save. The Article is added to the selected Article Group(s).
Removing the Article from an Article Group
1. From the Article Group section, click
adjacent to the Article Group from which you want to
remove the Article. The Article Group page is displayed.
2. Clear the selection of the Article Group from which you want the Article to be removed.
3. Click Save. The Article is removed from the Article Group.
Note:
•
You can also remove an Article from an Article Group by clicking the main Edit
icon in the Article Group section.
Categories
The Categories section displays the Categories to which the Article belongs. This area provides the option
to associate an Article to the Categories that are created in the Category Management page.
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Content Management
Adding an Article to a Category
1. From the Categories section, click .
The Current Category(s) page is displayed.
Figure 38 Current Category(s) Page
In the left pane on the Current Categories page, click the Category to which you want to add the
Article. A message is displayed to confirm the addition of the Category to the Article.
Figure 39 Confirmation Dialog Box to Add the Article to a Category
2. Click OK. The Article is added to the Category.
Note:
The Current Category(s) page displays only the Categories under the Knowledge
Base(s) to which the selected Article belongs.
Removing the Article from a Category
1. From the Categories section, click
adjacent to the Category from which you want to remove the
Article. A message is displayed to confirm the removal of the Article from the Category.
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Figure 40 Confirmation Dialog Box to Remove the Article from a Category
2. Click OK. The Article is removed from the Category.
Note:
For more information about Categories, see “Categories” on page 58.
Priority Keywords
The Priority Keywords section displays the list of keywords associated with the Article. You can
configure the weight of the Priority Keywords associated with an Article. When a Portal user searches for
Articles by specifying a Priority Keyword, the order in which the Articles associated with the Priority
Keyword and the other Articles with the Keyword in the Article text are listed depends on their cumulative
scores. The Article scoring highest score is listed first in the list, and the remaining Articles are listed in
descending order by their cumulative scores.
Note:
The following points can have an effect on an Article’s cumulative score:
•
•
•
•
•
Search Engine assessment of conceptual relevance of content to search string.
Whether and how frequently any of the searched for words exist in the Article
Title.
Whether and how frequently any of the searched for words exist in the Article
Body.
Whether any of the searched for words are also Priority Keywords.
Whether any of the searched for Words are included in FAQs.
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Content Management
Example:
If an Article associated with a Priority Keyword has been assigned a total
weight of 5 which is equivalent to a cumulative score of 15, and there is
another Article that has 16 instances of the same Keyword in the Article text,
the later Article is listed first on the Portal Search Results page.
.From the Priority Keywords area, you can add, and delete the Priority Keywords associated with an
Article.
Adding Priority Keywords to an Article
1. From the Priority Keywords area, click
. The Priority Keywords page is displayed.
Figure 41 Priority Keywords Page
2. In the text area, type the keywords separated by a comma.
3. In the Weight list, specify the weight to be associated with the Priority Keyword(s).The following
table describes the weight options you can set for Priority Keywords:
Weight
Description
1
Setting the weight of the Priority Keyword to 1 is equivalent to adding the Keyword
three times in the Article text.
2
Setting the weight of the Priority Keyword to 2 is equivalent to adding the Keyword six
times in the Article text.
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4.
Weight
Description
3
Setting the weight of the Priority Keyword to 3 is equivalent to adding the Keyword nine
times in the Article text.
4
Setting the weight of the Priority Keyword to 4 is equivalent to adding the Keyword
twelve times in the Article text.
5
Setting the weight of the Priority Keyword to 5 is equivalent to adding the
Keyword fifteen times in the Article text
Click Save.The keywords are associated with the Article.
Note:
•
•
•
Adding keywords to Articles is optional, since the search engine will provide
full text indexing of Knowledge Base documents in formats such as HTML,
Word, Excel, PDF, PowerPoint, and Text. Keywords are helpful in relating
content to non-indexable file types, such as image and multimedia files.
You need not leave spaces between keywords, as long as commas separate them.
To remove a keyword associated with the Article, click
in the Priority
Keywords area. The Priority Keywords page is displayed. Remove the
required keyword, and click Save.
Tip:
•
•
Think carefully about the keywords that you relate to an Article. Too many
keywords might unnecessarily make the Article appear too often, or too few
keywords can make the Article too hard to find.
To address Spelling errors, you can define Synonyms instead of Priority
Keywords as the Synonym engine will work on all uses of the word.
Synonym engine is not available to Hosted customers.
Related Articles
The Related Articles area displays the list of Articles that relate to the Article. When a Portal user views
the Article associated with Related Articles, the Related Articles link is displayed with the Article,
provided they have access to the Related Articles. On clicking the link, the Related Articles window with
a list of related Articles is displayed. The Portal user can view the Articles by clicking the link.
Adding a Related Article to the Article
1. From the Related Articles area, click
. The Add New Related Article page is displayed.
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Content Management
Figure 42 Add New Related Article page
2. In the New Related Article Number field, enter the ID of the Article you want to link to the Article.
- OR Click Browse, and select the Article you want to link.
3. To Categorize the Related Article, select the appropriate Category from the Related Article Category
list.
Note:
You can click the Edit Categories link adjacent to the Related Article Category list
to create new Related Article Categories.
4.
Click Add. The Article is listed in the Related Articles pane.
Note:
If there is more than one Article listed in the Related Articles pane, from the Order
list, select the order in which you want the Related Articles to be displayed on the
Portal.
5. Click Save. The Related Article is displayed in the Related Articles area.
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Note:
•
•
To remove a Related Article associated with the Article, click
adjacent to the
Related Article. A message box is displayed prompting you to confirm the
removal of the Related Article. Click OK to remove the Related Article.
To view the content of a Related Article, click adjacent to the Related Article.
Notification
The Notification area displays the Notification information set for the Article. From this area, you can set
reminders for the Article, and enable or disable the Article Expiration Warning and Article Expiration
Notification features. You can set the following Notifications for the Article:
•
•
•
Article Expiration Warning
Article Expiration Notification
Article Reminder
To set the Article notifications, from the Notification area, click
. The Notification page is displayed.
Figure 43 Notification Page
Article Expiration Warning
The Article Expiration Warning is a way of notifying Internal Users before an Article has reached its
expiration date. When an Article expires, it is moved from the Published Workflow step, to Expired, and is
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Content Management
no longer available in the Portals for the Portal users to access. If any of the Internal Users must be
informed before an Article expires, use the Article Expiration Warning feature to notify the necessary
parties. If activated, the system automatically sends an email message to the selected Internal Users,
notifying them of the pending Article expiration.
To set the Article Expiration Warning for the Article, carry out the following steps:
1. In the Article Expiration Warning area on the Notification page, select Enabled.
2. In the days prior to expiration list, select the number of days before expiration that you want the
email notification to be sent.
3. Click Save to save the settings.
Note:
•
•
Select Disabled in the Article Expiration Warning area if you do not want the
Article Expiration warning to be sent to the Users.
From the Email Administration section on the Administration tab, you can
configure the warning message, and the email address(es) of the Users to whom
the message has to be sent. For more information,see “E-mail Administration”
on page 446.
Article Expiration Notification
The Article Expiration Notification is a way of notifying Internal Users that an Article has reached its
expiration date. When an Article expires, it is moved from the Published Workflow step, to Expired, and is
no longer available on the Portals for the Portal users to access. To enable the Article Expiration
Notification feature for the Article, select Enabled in the Article Expiration Notification area on the
Notification page, and click Save.
The Email addresses and the text of the notification Email are created through the Email Administration
section of KB Admin Control Panel.
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Note:
•
•
•
Select Disabled in the Article Expiration Notification area if you do not want
the Article Expiration notification to be sent to the Users.
From the Email Administration section on the Administration tab, you can
configure the Expiration Notification message, and the email address(es) of the
Users to whom the message has to be sent.
The Expiration Notification Enabled or Disabled default setting for an Article
depends on the Knowledge Base setting in the Email Administration section on
the Administration tab. If you change the Expiration Notification Enabled OR
Disabled settings for an individual Article, the setting overrides the Knowledge
Base settings.
Article Reminder
The Article Reminder feature enables you to configure reminder messages or notifications to be sent to
the Internal Users about the Article. This feature is not intended to be an expiration warning, or
notification. It provides the ability to associate unique messages, set for a certain date, to various Internal
Users.
Enabling the Article Reminder Feature for an Article
1. In the Article Reminder section on the Notification page, select the Enabled option to set a reminder.
2. In the Remind me on field, select the date on which you want the reminder to be sent.
3. In the Reminder Email Address field, enter the comma-separated email address(es) to which the
reminder must be sent.
4. In the Reminder Note field, enter the content of the reminder message.
5. Click Save to save the Reminder settings.
Example:
You have created an Article that contains information about a Microsoft
software update. When the update is released, you will need to change your
Article. Set a reminder by specifying the date when the software update is
released, the reminder note, and the Email address(es) of the Users to whom
you want the reminder to be sent.
Notes
The Notes area displays the subject of the five most recent notes added to the Article. This area enables
authors, and editors to provide information about the edits, and the changes made, or general comments
that need to be logged along with the Article. Notes are commonly used when passing an Article from one
Workflow step to another, with instructions for the next editor.
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Content Management
Associating Notes to an Article
1. From the Notes area, click
. The Article Notes page is displayed.
Figure 44 Article Notes Page
2.
3.
4.
5.
6.
Click New Notes. The New Article Notes page is displayed.
In the Subject field, specify a suitable subject for the Note.
In the Notes field, specify the description of the Note.
Click Next. A preview of the Note is displayed on the Preview Article Notes page.
Click Save. The Note is saved.
Note:
To delete a Note, click
Information page.
adjacent to the Note in the Notes area on the Article
To view a Note, click
Information page.
adjacent to the Note in the Notes area on the Article
You can also delete a Note from the Article Notes page, by clicking
the Note.
adjacent to
Locale
The Locale area displays the Locale that is set for the Article. Locale is used in conjunction with the Portal
Language setting to restrict the Article search by the preferred language.
Setting the Locale for an Article
1. From the Locale area, click
. The Edit Customer Portal page is displayed.
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Figure 45 Edit Customer Portal Window
2. From the Set Locale list, select the Locale you want to set for the Article.
3. Click Save to save the setting.
Note
•
•
Locale is an internal setting and does not affect search.
Portal language settings control UI strings only.
Users can have content in any number of languages in a portal. The portal successfully returns
search results as long as the IDOL configuration file is set to recognize the languages in a
portal and its content is properly recognized by IDOL. The config file includes out-of-the-box
support for over a hundred languages. Users cannot modify this file.
See About Search Engine Administration Page 452
Also refer the Spaces by Moxie™ - Knowledge Spaces™ 9.4 Advanced Autonomy
Configuration Guide.
Attributes
The Attributes area displays the Attribute(s) associated with the Article. The Attributes area provides
options to assign Attributes to the Article, and delete Attribute(s) associated with the Article. If a Portal is
configured to display the Attributes, the Attribute(s) associated with the Article are displayed with the
Article in the Portal Search results area.
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Assigning Attributes to an Article
1. From the Attributes area, click
. The Current Attributes page is displayed.
Figure 46 Current Attributes Page
2. In the left pane on the Current Attributes page, click the Attribute, and select the appropriate SubAttribute to which you want to add the Article. A message box is displayed prompting you to confirm
the addition of the Attribute to the Article.
Figure 47 Attribute Addition Confirmation Dialog Box
3. Click OK to associate the Attribute to the Article.
Note:
To remove an Attribute, click
to the left of the Attribute.
For more information about Article Attributes, see “Article Attributes” on
page 158.
Attachments
The Attachments area displays information about the attachments associated with the Article. This
information includes the name, and the file type of the attachment. When a Portal user views an Article that
is associated with attachments, the Attachments link is displayed with the Article. On clicking the link,
the Attachments window with a list of attachments is displayed. The Portal user can view the related
attachment by clicking the link. From the Attachments area you can associate an attachment to an Article,
remove an attachment from the Article, download an attachment, and upload a file to the Article Library.
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Adding Attachments to an Article
1. From the Attachments area, click
. The Article Attachment page listing the files in the Attachment
Library, and the files currently attached to the Article is displayed.
Figure 48 Article Attachment Page
2. From the list of attachments, select the file you want to associate with the Article.
3. Click Add Checked. The selected file is attached to the Article and listed in the Attachments area.
Removing an Attachment Associated with an Article
1. From the Attachments area, click
. The Article Attachment page listing the files that are already
attached to the Article, and the files that are uploaded to the Attachment Library is displayed.
2. From the Current Attachments section, select the file to be removed.
3. Click the Remove Checked button to remove the attachment.
Note:
•
•
•
•
You can download a file attached to the Article by clicking adjacent to the file
name in the Attachments area of the Properties tab.
In the Article Attachment page you can upload a file to the Article Library by
clicking the Upload Attachment button.
In the Article Attachment page, you can search for a file that is uploaded to the
Attachment Library.
For more information about storing and managing files that can be used as
Article attachments, see “Attachment Library” on page 116.
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Exact Match Keywords
The Exact Match Keywords area displays the exact match keywords associated with the Article. The
Exact Match Keywords area provides option to add exact match keywords to the Article. You can assign
a keyword, or a set of keywords to the Article. When a Portal user uses the exact match keyword search
criteria to search for the Articles, only the Articles associated with the specified keyword are listed on the
Portal.
You can also edit, and delete the Keywords associated with the Article.
Adding Exact Keywords to the Article
1. From the Exact Match Keywords area, click
. The Exact Keywords page is displayed.
Figure 49 Exact Keywords Page
2. Click New Keyword(s). The Create Exact Keyword(s) page is displayed.
3. Enter the Exact Keyword(s), or phrase(s) to be associated with the Article.
4. Click Save. The Keywords are associated with the Article.
Editing an Exact Keyword
1. From the Exact Match Keywords area, click
page is displayed.
adjacent to the keyword. The Edit Exact Keyword
Figure 50 Edit Exact Keyword Page
2. In the Exact Keyword field, make the required changes.
3. Click Save to save the changes to the keyword.
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Note:
To remove an Exact Keyword associated with the Article, click
adjacent to the
keyword. A message box prompting you to confirm the removal is displayed. Click
OK to remove the keyword.
Tip:
To achieve the best search result, you must assign a keyword or a set of keywords to
only a single Article. If you assign the same keyword to more than one Article, the
search results retrieves multiple Articles.
Questions (FAQ)
The Questions (FAQ) area displays the questions associated with the Article. In the Questions (FAQ)
area, you can associate new questions to the Article, and categorize them. To search for an Article, a Portal
user can select the questions from the FAQ tab on the Portal.
Adding Questions to an Article
1. From the Questions (FAQ) area, click .
The New Question page is displayed.
Figure 51 New Question page
2. Type the text of the question (with or without a question mark) in the New Question field.
3. Select Yes in the Add to FAQ? list, and click Add Question to associate the question with the Article,
and the Knowledge Base FAQ (Frequently Asked Questions).
-ORSelect No in the Add to FAQ? list, and click Add Question to associate the question to the Article
without adding it to the Knowledge Base FAQ.
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Note:
•
•
•
To remove a question associated with the Article, click adjacent to the question
in the Questions (FAQ) area. A message box prompting you to confirm the
deletion is displayed. Click OK. The Question is removed.
In the Questions (FAQ) area, the Questions that are part of FAQ are listed with a
prefix, FAQ.
For more information about managing FAQs, see “Frequently Asked
Questions” on page 123.
Related Links
The Related Links area displays the links to the web pages that are related to the Article. When a Portal
user views the Article associated with Related links, the Related Links link is displayed with the Article.
On clicking the link, the Related Links window with a list of related links is displayed. The Portal user can
view the related webpage by clicking the link. From the Related Links area, you can associate related
links to the Article, and remove related links associated with the Article.
For example, if you have an Article that addresses the configuration of the Microsoft Outlook email
software, the www.microsoft.com/outlook link can be added as a related link to the Article.
Adding Related Links to the Article
1. From the Related Links area, click
. The Add New “Related Links” page is displayed.
Figure 52 Add New Related Links Page
2. In the Add New “Related Links” field, type the Uniform Resource Locator (URL) of the Web page
you want to associate to an Article. The default type of the link is http://. You can also select an
https://, or a ftp:// type of a link. You see that http:// is coded into the application, hence specify the
Web address without http://.
3. Click Add. The link is added to the Article, and is displayed in the Current “Related Links” column.
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Note:
•
•
•
Related links are displayed in the order in which they have been added to the
Article.
There is no limit to the number of links that can be added to an Article.
To remove a related link, click
adjacent to the Related link in the Related
Links area. A message box prompting you to confirm the removal is displayed.
Click OK to remove the related link.
Subscription
The Subscription area displays the information about the Article Subscription. The Subscription
information includes the Subscription status, the number of Article Subscribers who subscribed to the
Article, and the number of Category Subscribers who subscribed to the Article.
Enabling Article Subscription
1. From the Subscription area, click
. The Article Subscription page is displayed.
Figure 53 Article Subscription Page
2. Select the Article Subscription option to enable the Article subscription for all the Users whose email
addresses are listed on the Article Subscription page.
3. Click Save to enable the Article Subscription.
Note:
To disable Article Subscription for the Article, on the Article Subscription page,
clear the Article Subscription option
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Notifying the subscribers about Article Updates
1. From the Subscription area, click
. The Email Editor page is displayed.
Figure 54 Email Editor Page
2. In the editor, specify the subject and content of the email message.
3. Click Send. The notification is sent to the specified recipients.
Note:
For more information about Article Subscription, see “Article Subscription” on
page 165.
Article History
The Article History area displays the five most recent operations on the Article, and the date on which
each operation was performed.
Click
to view the complete Article History page. You can view the date, and time of the operation, and
the User who performed the operation. The following is a partial list of operations that are displayed in
Article History page.
•
•
•
Article created
Changed display format
Changed content
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•
•
•
•
•
•
•
Checked out
Checked in
Created new version
Changed version
Added to category
Renamed Article
Updated notification settings
Specifying a Manual Summary for an Article
The Manual Summary area enables you to specify a Synopsis for an Article.
Note:
The Manual Summary area on the Article Properties page is displayed for a User
only if the Manual Summary permission is granted for the User's Internal Access
Profile.
To compose a Manual Summary for an Article, carry out the following steps:
1. From the Manual Summary area on the Article Properties page of the Article, click
Summary page is displayed.
Figure 55 Manual Summary Page
2. Type the synopsis for the Article.
3. Click Save to associate the synopsis with the Article.
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Note:
You can also configure a Portal to display user defined summaries for the Articles
listed on the Search Results page of the Portal.
Specifying Reference Words for an Article
The Reference Word area enables you to specify Reference Words for an Article. When a Portal user
specifies a search term, if the search term exists as a Reference Word for an Article, that Article is
retrieved. Thus, you can specify a Reference Word that may not even exist in the Article itself. Reference
Word search is performed by Knowledge Spaces and not by the integrated search engine. Hence, the result
displayed for Reference Word search is quick.
Note:
•
•
•
The Reference Word feature can be purchased from Moxie SoftwareTM
separately as an add-on licensed module.
The Reference Word area on the Article Properties page is displayed for a User
only if the Reference Word permission is granted for the User's Internal Access
Profile.
On the Portal Search Options page for a Portal, the Reference Word option
should be selected to enable the users on the Portal to search using a Reference
Word.
To specify a Reference Word for an Article, carry out the following steps:
1. From the Reference Word area on the Article Properties page of the Article, click
Reference Word page is displayed.
Figure 56 Add Reference Word Page
2. In the Reference Word field, specify reference words separated by a comma.
3. Click Save to associate the Reference Words with the Article.
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Note:
Click
in the Reference Word area to edit the Reference Word(s) associated with
the Article.
Click
in the Reference Word area to delete the Reference Word(s) associated
with the Article.
Base And Derived Articles
The Base and Derived Articles area enables you to set an Article as the Base Article, and the Articles that
are created from a parent Article as the Derived Articles. For example, if an Article in English is translated
into multiple languages, you can link the translated Articles as Derived Articles of the Article in English.
For a Base Article, the Derived Articles area displays the list of child Articles. For a Derived Article, the
Base Article area lists the parent Article from which the Article was derived.
Setting an Article as the Base Article
1. From the Base And Derived area, click
. The Select Base or Derived Status page is displayed.
Figure 57 Select Base or Derived Status Page
2. By default, the Set As Base Article option is selected. Click Next. The Select Derived Articles page
is displayed.
Figure 58 Select Derived Articles Page
3. In the New Derived Article Number field, specify the ID of the Article you want to link.
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Content Management
Click Browse, and select the Article you want to link.
4. To group the Derived Article, select the appropriate Group from the Derived Article Group list.
Note:
You can click the Edit Group link adjacent to the Derived Article Group list to
create new Derived Article Group.
5. Click Add. The selected Article is added to the list of Derived Articles.
Figure 59 Derived Articles Page Showing the Derived Article
6. From the Order list, select the order in which each Derived Article should be displayed.
7. Click Save. The Derived Article is displayed in the Derived Article area of the Properties tab.
Note:
To remove a Derived Article from the list of Derived Articles, in the Derived Article
area, click
adjacent to the Article. A message box prompting you to confirm the
deletion is displayed. Click OK. The Article is removed from the Derived Articles
list.
Setting an Article as the Derived Article
1. From the Base And Derived area, click
. The Select Base or Derived Status page is displayed.
2. Select the Set As Derived Article option.
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Figure 60 Select Base or Derived Status Page
3. Click Next. The Select Base Article page is displayed.
Figure 61 Select Base Article Page
4. In the Select Base Article field, specify the ID of the Article you want to link.
- OR Click Browse, and select the Article you want to link.
5. Click Select. The selected Article is added to the Base Article area.
Figure 62 Select Base Article Page Showing the Base Article
6. Click Save. The selected Article is added as the Base Article and listed in the Base Article area of the
Properties tab.
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Modifying the Base Derived Relationship
You can remove the Base Article associated with a Derived Article and ensure that there is no Base
Derived relationship between the two Articles. Additionally, you can also replace the Base Article with a
different Base Article. To do so, carry out the following steps:
1. In the Base Article area, click
adjacent to the Article. A confirmation message is displayed.
Figure 63 Delete Confirmation Window
2. Click OK. The Base Article Disposition page is displayed.
Figure 64 Base Article Disposition Page
3. To remove an Article as the Base Article of the Article, carry out the following steps:
i. From the Base Article Disposition area, select the Dissolve Base Derived Relationship option.
ii. Click Select. The Base Article is removed from the Base Article area.
4. To select a new Base Article, carry out the following steps:
i. In the Select New Base Article Number field of the Base Article Disposition area, specify the ID
of the Article you want to link.
– OR –
Click Browse, and select the Article you want to link.
ii. Click Select. The selected Article is set as the Base Article of the Article.
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Note:
•
•
The Derived Articles pane on the Base Article Disposition page lists the Derived
Articles associated with the selected Base Article.
To remove a Derived Article associated with the selected Base Article, click the
button adjacent to the Derived Article in the Derived Articles pane.
Derived Article Group
In the Select Derived Articles page, you can create a Derived Article Group, and categorize the Derived
Articles.
Creating a Derived Article Group
1. From the Base And Derived area, click
. The Select Base or Derived Status page is displayed.
2. By default, the Set As Base Article option is selected. Click Next.
- OR 3. From the Derived area, click .
The Select Derived Articles page is displayed.
Figure 65 Select Derived Articles Page
4. Click the Edit Category link to the right of the Derived Article Category list. The Category List
page is displayed.
Figure 66 Create Group Page
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Content Management
5. Enter a name for the Group in the Group Name field.
6. Click Save. The new Derived Article Category is created.
Embedded Articles
The Parent and Embedded Articles area on the Article Properties page enables you to embed published
Child Articles into a Parent Article. Embedding avoids the task of linking related Articles to an Article.
When you embed a Child Article into a Parent Article, a new version of the Parent Article is created. To
embed Child Articles into a Parent Article, you must first create an Article Template based on the number
of Article Bodies you want in your Parent Article, and then create the Parent Article using the Article
Template you created.
Note:
The Embedded Articles feature can be purchased from Moxie SoftwareTM
separately as an add-on licensed module.
The following figure depicts a sample Article with an Embedded Child Article:
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Figure 67 An Article with Embedded Child Articles Displayed on a Portal
The following operations are associated with embedding a Child Article into a Parent Article:
1. Creating an Embedded Article Template
2. Creating a Parent Article using Embedded Article Template
3. Embedding Child Articles into the Parent Article
Creating an Embedded Article Template
An Embedded Article Template must comprise at least one Normal text body, and an Embedded Article
body. The Normal text body defines the format style for the Parent Article, and the Embedded Article
body defines the format style for the Child Articles to be embedded in the Parent Article. A sample HTML
Embedded Article Template that comprises two Normal text bodies, and two Embedded Article bodies is
as follows:
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Content Management
<html>
<head>
<title>Embedded Doc Template</title>
</head>
<body>
<h1>Special Articles</h1>
[[articleBody:Normal1]]
[[articleBody:EmbeddedArticleID1,embed,
<Title> </Title>,displayTitle]]
[[articleBody:Normal2]]
[[articleBody:EmbeddedArticleID2,embed,
<Title> </Title>,displayTitle]]
</body>
</html>
You must save the above content as .html.
Note:
•
•
Specify the displayTitle tag in the Embedded Article Template code if you want
the title of the Embedded Child Article to be displayed on the Portal. In the Title
tag, specify the text to be displayed as the title of the Embedded Child Article.
In the Article Template code, the embed tag must be associated with the Article
Bodies used to place the Child Articles.
To upload an Embedded Article Template, carry out the following steps:
1. From Knowledge Spaces Admin Control Panel, select the Administration tab. The Administration
page is displayed.
2. Click the Article Templates option. The Article Template Home page is displayed.
3. Click .
The New Article Template page is displayed.
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Figure 68 New Article Template Page
4. In the Template Name field, enter a name for the Embedded Article Template.
5. Select the Upload a template option.
6. In the Template Type field, specify the path of the .html Template file you created for Embedded
Articles.
-OR7. Click Browse to select the Template file from the Choose file window.
8. Click Next. The Article Body Sections page is displayed, with a list of the Normal, and Embedded
Article bodies defined in the Article Template.
Figure 69
Article Body Sections
9. Click Finished to complete the Article Template upload process.
Creating a Parent Article Using an Embedded Article Template
To create an Article with Embedded Child Articles, you must first create an online Parent Article using the
Embedded Article Template. The content of the Parent Article uses the Normal Article body style you
specified in the Template.
To create a Parent Article using an Embedded Article Template, carry out the following steps:
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Content Management
1. In the navigation bar of Knowledge Spaces Admin Control Panel, click
The New Article page is displayed.
.
Figure 70 New Article Page
By default, Option 1 – Create article online is selected.
2. From the Knowledge Base list, select the Knowledge Base where you want the new Article to reside.
3. From the Workflow list, select the Workflow you want to assign to the Article. This list includes the
Workflows associated with your User Profile.
4. From the Status list, select the Workflow step where you want to place the Article. The list includes
the steps associated with your User Profile.
5. From the Article Template list, select the Embedded Article Template you created.
6. In the Article Title field, enter a name for the Parent Article.
7. From the Expiration options, enter a date of expiration for the Article. By default, the Expiration is set
to None.
8. From the Include Notes list, select Yes to include a note for the Article.
9. Select the Enable subscription option if you want users to be able to subscribe to the Article.
10. Click Next to proceed with the Article creation.
The Article Editor is displayed.
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Figure 71 Article Editor Page
11. Click
to open the editor control for an Article body. The Article Editor is displayed.Specify the
Article content in the Normal text body field(s) provided.
Figure 72 Article Editor Page
The Article Editor enables you to create and edit rich content.
You can choose from two editor modes:
•
Normal: functions similarly to Word processing applications. and contains toolbars with a number of
formatting options and controls.
• HTML:displays markedup content of the active Article body. Care must be taken in this mode because
changes to HTML can significantly alter the appearance of the content. Users who are familar with
HTML choose this mode to enhance the default markup created by the editor’s formatting options.
12. Type, or paste the content in the field(s) provided. In the Normal mode, you can use the features
available in the toolbar to style and format your Article.
• Type, or paste the content in the field(s) provided. In the Normal mode, you can use the features
available in the toolbar to format your Article
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13. Click Save to save the Article. The Versions tab of the Article Information page is displayed, with the
new Article.
- OR Click Discard to delete the Article without saving. A message box is displayed, prompting you to
confirm the deletion of the incomplete Article. Click OK to confirm the deletion of the Article without
saving.
Embedding Child Articles into a Parent Article
The Parent and Embedded Articles area on the Article Properties page of a Parent Article enables you to
embed Child Articles into the Article. You can embed only Published Child Articles into a Parent Article.
Note:
The Parent and Embedded Articles area is displayed on the Article Properties page
for a User only if the Embedded Article permission is granted for the User's Internal
Access Profile.
To embed Child Articles into a Parent Article, carry out the following steps:
1. From the Parent and Embedded Articles area on the Article Properties page of the Parent Article,
click
. The Select Embedded Articles page is displayed.
Figure 73 Select Embedded Articles Page
2. In the New Embedded Article Number field, enter the ID of the published Child Article you want to
link.
- OR Click Browse, and select the Article you want to link.
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Note:
The Search by Title window that is displayed when you click the Browse button lists
only the Published Articles. Additionally, the Parent Articles in the list will be
unavailable for selection.
3. The Article bodies in the Embedded Article Template associated with the embed tag are listed in the
Embedded Article Body list.
4. Select the Article body to be associated with the Child Article you selected in the New Embedded
Article Number field.
5. Click Add. The selected Article is added to the list of Embedded Articles.
6. Repeat step 2 through 5 for all the Articles you want to embed in the Parent Article.
7. From the Order list, select the order in which the Child Articles must be displayed in the Parent
Article.
8. Click Save. The Embedded Child Articles are listed in the Embedded Article area on the Article
Properties page of the Parent Article.
Note:
•
•
•
•
•
•
To remove an Embedded Article from the list of Embedded Articles, in the
Embedded Article area, click
adjacent to the Article. A message box is
displayed, prompting you to confirm the removal of the Article. Click OK. The
Article is removed from the Embedded Articles list.
Only published HTML Articles can be embedded into a Parent Article.
You cannot change the Title, and Expiration of an Embedded Child Article.
You cannot delete an Embedded Child Article from the Article Management
page without removing its association with the Parent Articles. For information
on removing an Article’s association with the Parent Articles, see “Modifying
the Parent-Child Relationship of Articles” on page 91.
On the Knowledge Base and Article Group Access page, you can enable the
Article Template Body Security option to restrict specific Embedded Child
Articles within the Parent Article from being displayed on a Portal.
The Embedded Articles feature supports only one level of embedding. You
cannot set a Parent Article as the Embedded Child Article of another Article
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Modifying the Parent-Child Relationship of Articles
If you want to remove an embedded Child Article from multiple Parent Articles, you can remove the
association easily by changing the Workflow status of the Child Article, without going through the tedium
of removing each association.
To remove the association of a Child Article with multiple Parent Articles, carry out the following steps:
1. From the Versions page of the Child Article, click the file name of the Article. The Article Version
Status page is displayed.
Figure 74 Article Version Status Page
2. From the Status list, change the Published status to New. A message box is displayed prompting you
to confirm the status change.
Figure 75 Status Change Confirmation Dialog Box
3. Click OK. The association of the Article with the Parent Articles is removed. You may now edit or
publish the Article again.
Setting the Display Mode of an Embedded Article on the Portal
You can configure the display mode of the Embedded Articles for an External User on the Portal. To
display an Embedded Article with the Child Articles in the expanded mode, you must select the Expand
Embedded Articles option in the User’s External Access Profile. This option is selected by default when
you create an External Access Profile.
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Figure 76 External Access Profile Page
To configure the display of an Embedded Article to an External User with the Child Articles in the
collapsed form, carry out the following steps:
1. From the Portal page, click External Access Profile. The External Access Profile page is displayed.
2. Click
to the left of the Profile name, or click the Profile name. The Access Profile information
page is displayed.
3. In the Access area, clear the selection of the Expand Embedded Articles option.
4. Click Save to update the settings.
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Figure 77 Child Articles in the Expanded Mode
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Figure 78 Child Articles in the Collapsed Mode
Versions Tab
The Versions tab enables you to maintain multiple versions of an Article. When you open an Article, the
Article Information page opens, displaying the Versions tab. From the Versions tab, you can carry out the
following operations:
•
•
•
•
•
Create new versions of an Article
Edit the Properties of an Article Version
Download a version of the Article
View a version of the Article
Delete a version of the Article
The following figure shows the Version tab in an Article Information page:
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Figure 79 Versions Tab in the Article Information Page
Creating a New Version of the Article
You can create a new version of the Article in one of the following ways:
Option 1: Create article online
This option enables you to create a new version of the Article using an existing Article template, and the
Article Editor.
Option 2: Create article online based on an existing version
This option enables you to create a new version of the Article by editing the content of an existing Article
version.
Option 3: Import a document
This option enables you to upload a file to use as the new version of the Article.
Note:
You can create a new version of the Article only if you have the Create New
Version Permission.
You can maintain an approved Published version on your Portal until the approval
process for a newer version is completed.
Creating a New Article Version Using Option 1
To create a new Article version using Option1, you must be granted the Option 1: Online New Content
Create New Version permission in the Internal Access Profile page.
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1. In the Versions tab, click
displayed.
. The Select the method of creating your article page is
Figure 80 Select the Method of Creating your Article Page
2. From the Method option, select Option 1: Create article online.
Figure 81 Select the Method of Creating your Article Page
3. From the Article Template list, select the Article template you want to use to create the Article
version. Article Templates are used to create a format for an Article. If you have not created any
Article templates, you can use the default template that is available.
4. From the Workflow list, select the Workflow you want to assign to the Article version. This list
includes the Workflows that your Administrator has granted you access. The Workflow associated
with a version enables the version to progress through a series of Workflow steps defined for the
Workflow.
5. From the Status list, select the Workflow step where you want to place the Article version. The
statuses defined for the selected Workflow are included in this list. The list includes the steps that your
Administrator has granted you access.
6. Click Next. The Article Editor page is displayed.
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Content Management
7. Click .
. The Article Editor is displayed.
Figure 82 Article Editor
The Article Editor enables you to create, and edit HTML Articles online in Knowledge Spaces™ Admin
Control Panel.
You can choose from two editor modes:
•
Normal: functions similarly to Word processing applications. and contains toolbars with a number of
formatting options and controls.
• HTML: displays HTML markedup content of the active Article body. Care must be taken in this mode
because changes to HTML can significantly alter the appearance of the content. Users who are familiar
with HTML choose this mode to enhance the default markup created by the editor's formatting
options.
• The number of Text Bodies, font, and other properties of the Article version are determined by the
Article template selected to create the Article version.
8. Type, or paste the content in the field(s) provided. In the Normal mode, you can use the features
available in the toolbar to format your Article.
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9. Click Save to save the Article version. The Versions tab of the Article Information page is displayed
listing the new version of the Article.
- OR 10. Click Save and Check In to save and check in the Article into the Portal
11. Click Discard to delete the Article version without saving. A message box is displayed prompting you
to confirm the deletion of the incomplete version. Click OK to confirm the deletion of the Article
version without saving.
Creating a New Article Version Using Option 2
To create a new Article version using Option2, you must be granted the Option 2: Online Existing
Content Create New Version permission in the Internal Access Profile page.
1. In the Versions tab, click
displayed.
. The Select the method of creating your article page is
Figure 83 Select the Method of Creating your Article Page
2. By default, Option 2 : Create article online based on an existing version is selected.
3. In the Select an existing version field, specify the number of the Article version from which you want
to derive the new Article.
- OR 4. Click Browse, and select the required Article version.
5. From the Workflow list, select the Workflow you want to assign to the Article version. This list
includes the Workflows that your Administrator has granted you access. The Workflow associated
with a version enables the version to progress through a series of Workflow steps defined for the
Workflow.
6. From the Status list, select the Workflow step where you want to place the Article version. The
statuses defined for the selected Workflow are included in this list. The list includes the steps that your
Administrator has granted you access.
7. Click Next to proceed with Article creation. The Article Bodies page is displayed.
8. Modify the content
click Save.The new version of the Article is created, and is listed on the Versions tab.
- OR Click Save and Check In to save and check in the Article into the Portal
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- OR Click Discard to delete the Article version without saving. A message box is displayed prompting you
to confirm the deletion of the incomplete version. Click OK to confirm the deletion of the Article
version without saving.
Creating a New Article Version Using Option 3
To create a new Article version using Option3, you must be granted the Option 3: Upload Create New
Version permission in the Internal Access Profile page.
1. In the Versions tab, click
displayed.
. The Select the method of creating your article page is
Figure 84 Select the Method of Creating your Article Page
2. From the Method option, select Option 3 : Import a document.
Figure 85 Select the Method of Creating your Article Page
3. Click Browse and select the Article you want to upload.
4. From the Workflow list, select the Workflow you want to assign to the Article version. This list
includes the Workflows that your Administrator has granted you access. The Workflow associated with
a version enables the version to progress through a series of Workflow steps defined for the Workflow.
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5. From the Status list, select the Workflow step where you want to place the Article version. The
statuses defined for the selected Workflow are included in this list. The list includes the steps that your
Administrator has granted you access.
6. Click Finished to upload the file as the new version of the Article. The Article is listed on the Versions
tab.
Article Check Out/Check In
When you create a new Article Version, the Article is created and listed on the Versions tab of the Article
Information page. The Article will be in the checked out state, and you must check in the Article to enable
other Internal Users to edit the Article Version. Click
versions of an Article. After you check in the Article, the
tab.
on the Versions tab to check in all the
button is displayed on the Versions
The check out status icon
next to an Article in the Article Management page indicates that an Internal
User has checked out the Article for editing, or review.
Article Versioning
The version number for an Article consists of two parts, the major version number and the minor version
number. For example, in an Article with version number 1.5, 1 is the major version number and 5 is the
minor version number.
The version number for an Article is generated based on the workflow step to which the Article is
assigned. For example, if you create an Article by assigning it to a non- published workflow step, the
Article is assigned the 0.1 version number where the major version number is 0 and the minor version
number is 1. If you create an Article by assigning it to the Published workflow step, the Article is assigned
the 1.0 version number, where the major version number is 1, and the minor version number is 0.
Each time you create a new version of an Article, and assign to a non-published workflow step, only the
minor version number is incremented. However, when you create a new version of an Article and assign to
the Published workflow step, the major version number increments by one and the minor version number
of the Article is 0.
All published Articles will have a minor version number of 0. The new versioning process enables
Administrators to track the versions of an Article that have been published.
Note:
When you move an existing version of an Article from a non published workflow
step to published workflow step, a new version of the Article is created with a new
version number where the major version number is incriminated by one from the last
major version number of the Article, and the minor version number is 0. This version
of the Article is automatically published on the Portal, and the previously published
version of the Article is expired.
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The following figure illustrates the Versions tab on the Article Information page of an Article:
Figure 86 Article Information Page - Versions Tab
Editing Properties of an Article Version
You can edit the following properties associated with the version of an Article:
•
•
•
Title
Format
Workflow - Status
Steps to Edit the Properties
1. In the Versions tab, click the File Name of the Article. The Article Version Status page is displayed.
Figure 87 Article Version Status Page - for all file formats formats
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Figure 88 Article Version Status Page - PDF format
2. In the Title field, enter a new Title for the Article.
3. The Format field indicates the default display format for the article - “As inherent file”. To change
this click the drop-down menu and select “HTML Converted”
Note:
•
•
The option “HTML Converted” works only for Adobe portable document format
(.pdf), files. For all other file formats, the default display format is “As Inherent
File”. This preserves the format for display in the native application.
The PDF-to-HTML conversion module should be installed with Moxie
Knowledge Spaces application to convert a PDF Article into the HTML format.
4. From the Status list, select the Article status you want to assign to the Article. The statuses defined
for the Workflow associated with the Article are listed here.
Note:
The Workflow steps to which an Internal User can move an Article is based on the
permissions assigned to the User through their External Access Profile.
5. From the Change Status field, specify a date on which you want to change the status assigned to the
Article. By default, the option is set to Now.
6. Click Save. The Property modifications to the Article are saved.
Deleting a Version of the Article
In the Versions tab, click
adjacent to the version of the Article. A confirmation message is displayed.
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Figure 89 Delete Articles Confirmation Dialog Box
7. Click OK. The selected version of the Article is deleted from the Knowledge Base.
Note:
You cannot delete a Published version of an Article.
To delete all the versions of an Article, select the Article on the Article Management
page, and click .
Downloading a Version of the Article
You can save a version of the Article on your computer. To do so, carry out the following steps:
1. In the Versions tab, click
adjacent to the version of the Article you want to download. The File
Download dialog box is displayed.
Figure 90 File Download Dialog Box
2. Click Save. The Save As dialog box is displayed.
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Figure 91 Save As Dialog Box
3. Specify the location where you want to download the file.
4. Click Save. The Article is downloaded to the specified location on your computer.
Viewing an Article
In the Versions tab, click
adjacent to the version of the Article you want to view. The content of the
Article is displayed in a new window.
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Categories
This section provides detailed information about Managing Categories in Knowledge Spaces™ Admin
Control Panel.
About Categories
The Category Management section of the Content tab provides the tools for Category creation,
management, and organization.You can also manage the order of the categories and sub categories here.
Categories are collections of Articles or sub Categories, and are used to organize the Articles and
information in your Knowledge Bases.
In Knowledge Spaces™ Admin Control Panel, Categories are represented as manila folder icons . From
the Category section, you can create new categories, edit existing categories, and delete categories.
Using Categories
To work with Categories, select Category Management from the Content page. On the left of the
Category main page is a list of existing Knowledge Bases
.To expand the Knowledge Base, click the
Knowledge Base icon or the Knowledge Base name. You see the existing Categories located within the
Knowledge Base. To open the Category, click the
Category icon, or click the Category Name.
Figure 92 Category Management Page
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Example:
Category Examples
E-mail - an unexpanded Knowledge Base.
Computer - an expanded Knowledge Base
Apple - a Category in the Computer Knowledge Base
PC - an expanded Category in the Computer Knowledge Base
Pentium - a sub Category of the PC Category
Category Contents
When you expand a Category in the directory structure, you see the contents of the Category in the main
frame of the Category Management page. Any subcategories under the Category are displayed in the
directory structure.
There are four sections of the main frame of the Category page:
•
•
•
•
Category Name
Article Display Properties
Article Group Permissions
Article Listing
To change the Category name, click
to the left of the Category name. The Edit Category window is
displayed, and you can change the Category name. To delete a Category click to the left of the Category
name, and the Category is deleted.
Note:
If you delete a Category, the Articles in that Category are not deleted and remain in
the Knowledge Base.
Below the Category Name section are the display properties for the Category that enable you to configure
how Articles appear to your end users when they drill down through the categories.
The third section is Article Groups. When enabled, the selection of Article Groups control whether or not
your External Users can see a Category in an Article Group enabled Portal.
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Below the Article Group section is a list of all the Articles that reside within that Category. The Articles are
listed alphabetically by title. You can also list the Articles by Article ID or by Date Modified, by clicking
on the column headings.
To the right of the Date Modified column is the Workflow step selection list. This list enables you to sort
the Articles within this Category by Workflow Step. To see the Articles that are in a specific Workflow
step, select the Workflow step from the list. All the Articles that belong to the selected Workflow step are
listed by default.
The Article titles are links. You have the option of opening and editing an Article from this area. Click on
an Article title, the Article Properties page is displayed, and you can edit the Article. You can also edit
Articles from the Article Management section of Knowledge Spaces™.
Creating a New Category
You can create a new Category within a Knowledge Base, or as a sub Category of an existing Category
within a Knowledge Base.
Note:
You must be granted the Create New Category permission to create a new
Knowledge Base.
To Create a Category
1. In the left pane on the Category Management page, select a Knowledge Base in which you want to
create a Category.
2. Click
. The New Category window is displayed.
Figure 93 New Category Window
3. In the Category Name field, type a name for the Category.
4. Click Save. The new Category is displayed in the left pane on the Category Management Page.
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Note:
A Category can be hidden by adding to an Article Group. For more information,see
“Article Groups” on page 58.
Renaming a Category
Note:
You must be granted the Edit Category permission to modify the name of a
Knowledge Base Category.
You can modify the name of a Knowledge Base Category.
To Rename a Category
1. In the left pane on the Category Management page, select a Knowledge Base which contains the
Category you want to edit.
2. Select the Category you want to edit, and click
The Edit Category window is displayed.
next to the Category Name.
Figure 94 Edit Category Window
3. In the Category Name field, type the new name of the Category.
4. Click Save. The Category is displayed with the new name in the Category list.
Setting the Order of Categorie
You can set the order in which Categories and sub-Categories are displayed in the Knowledge base portal.
By default, categories are displayed in the alphabetical order. When you access the Category Management
page, you see the Knowledge Base that you have selected, as well as the main categories that appear
within the Knowledge Base.
To Set the Order of the Categories
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1. On the Category Management page, select the Knowledge Base, the Categories of which you want to
order.
2. Click Order Categories. The Order Categories page is displayed.
Figure 95 Order Categories Page
3. On the Order Categories page, use the boxes at the right of each Category name to choose the order
you want.
4. Click Save. The new order of the categories is saved.
To Set a Sub Category Order
1. Select the sub-category level using the Category tree structure at the left of the Category Management
Page.
2. Click the category icon or name within which you want to order the sub-categories.
Figure 96 Order Sub-Categories Page
3. Click Order Sub-Categories. The list of sub-categories is displayed.
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Figure 97 Sub Category List Page
4. On the Sub-Category list page, use the boxes at the right of each sub-Category name to choose the
order you want.
5. Click Save. The new order of the Sub-Categories is saved.
Setting the Order of the Articles in a Category
When editing Articles in the Article Properties area, you can add your Articles to one or more Knowledge
Base Categories. After you have added your Articles to the categories, you can order your Articles from
the Category Management section in a number of ways. The Article order in the categories is displayed to
the portal viewers with your selected ordering criteria.
To begin ordering your Articles, select the Category where you want to set the Article order. Select the
Category by browsing the Category hierarchy to the left of the Category management section. Click the
Category icon or the name of the Category you want to order your Articles. A page to order the Articles in
the selected Category is displayed.
Figure 98 Page to Order the Articles in a Category
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Article Ordering Options
You have three options for ordering your Articles within the categories:
•
•
•
Alphabetical – Articles are ordered alphabetically by default. Choosing one or both of the options
given below, the rest of the unordered Articles are shown in the alphabetical order.
Order of Popularity – You have the option of ordering some or all Articles in the order of popularity
or number of times viewed, from most to least popular.
Manual Order – You have the option of ordering some or all of the Articles manually, and can
determine the order these Articles are displayed in the Category.
You can have a combination of all the above options for each Category. For example, you can show a
certain number of the most popular Articles, followed by some Articles that have been manually ordered,
followed by the rest of the Articles in alphabetical order.
On the Category Management page, there are three headings below the Category name:
•
•
•
Number of popular articles to display –Displays the number of most popular Articles you have
chosen to display in the Category.
Number of manually ordered articles to display – Displays the number of manually ordered
Articles you have chosen to display in the Category.
Alphabetical article listing – Displays Enabled or Disabled. If set to Disabled, it means the only
method used for displaying this Category's Articles is by one of the means above.
To Create or Edit Article Order
At the upper right of the Category Management page, click .
The Article Order page is displayed.
Figure 99 Article Order Page
6. There are three menus, as well as the list of Articles that have been added to the Category.
7. Using the menus, select the number of popular Articles and the number of manually ordered Articles to
display in the Category.
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•
When the ordered Articles are displayed in the Portal, the most popular Articles are listed first,
followed by the manually ordered Articles, followed by the rest of the Articles in alphabetical
listing.
• Below the three menus is a list of your Articles that have been added to the Category.
8. On the right of each Article is a text field. In the text field, type a number that designates the order of
your manually ordered Articles.
Starting at number 1, type the numbers that designate the order you want. Articles that you do not
include in the order appear within the alphabetical listing.
9. Click Save.
- OR To cancel the operation at any time, click Cancel.
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Manager
This section introduces you to Manager in Knowledge Spaces™ Admin Control Panel.
About Web File Manager
The Web File Manager enables you to store common or frequently used images, or files, and provide a
reference to them in the Knowledge Spaces Articles. To access the manager, select Web File Manager
from the Content tab.
Figure 100 Web File Manager
When you upload an image or other file to the Web File Manager, the file is assigned a unique web
address. This web address references and displays the file in certain locations. The three most common
locations or uses for files that are stored in the Manager are:
Spaces by Moxie™ - Knowledge Spaces™ Customer Portal - When customizing the look and feel of
your portal, you can use HTML scripting, and the address to embed files from the Web File Manager.
The content appears in the various areas around your portal or portal snap-in, according to your
customization.
Knowledge Spaces Articles - To reference an image or other articles in a Knowledge Base Article, use the
URL for the file in the appropriate location in your Article. Typically, you do this when creating your
Articles on-line, using one of the online editors.
Offline Article Templates - When customizing an Article Template, you have the option of using Style
Sheets or custom graphics, which can be referenced from the Web File Manager.
Note:
Another way to embed an image file into an Article or area of the portal for
customization is to upload the file to the Attachment Library and reference the file in
your HTML or Article. Use the following syntax: [[image:10]] where 10 is the ID of
the file in the attachment library. This method is more complicated, so it is
recommended that you use the Manager for this purpose.
Using the Manager
You can perform the following operations using the manager:
Move up to a higher level folder.
Create a new folder to contain files.
Refresh the screen.
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Delete a file or a folder.
Upload a new file.
You can create several folders, and sub-folders to organize your content. The folder webfiles is created by
default.
Uploading files
You see a list of permitted file extensions when uploading files. If there is a file extension that you want to
upload that is not included in the list, you can modify or add to the file types from the System Settings area
of the Administration tab in KB Admin Control Panel.
You can upload files into the main folder, or its sub-folders. You can also upload the files into the files root
folder without selecting a specific directory.
To Upload Files into a Folder
1. Double-click and open the folder to which you want to upload the file, and click
is displayed.
. The New s page
Figure 101 New s Page
2. In the 1 field, type the path of the file.
- OR Click Browse next to the 1 field to locate the file you want to upload, and click Open. The 1 field is
updated with the path of the file.
3. Repeat Step 2 in the other fields to select more files to upload.
4. Click Finished. The files are uploaded into the selected folder.
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Tip:
To download a file from the Manager, double click the file name.
Referencing Files from the Manager
After uploading a file into the Manager, you can refer to it in a Knowledge Spaces Article or area of the
portal customization.
To Reference a File
1. In the Manager, locate the file you want to use.
You can also reference a file that is not in a folder and appears in the main screen of the Manager.
2. The address is in the top field of the Manager. For example: /pf/12/webfiles.
At the end of the address, add the name of your . For example: image.jpg. The complete string that you
use to reference the in your portal customization areas or Articles looks like: /pf/12/webfiles/
image.jpg.
3. To reference a located in a specific folder of the Manager, locate the folder by double-clicking the
folders above it. Reference the file with the location that appears in the top field of the Manager,
including the folder name(s):
/pf/12/webfiles/folder1/folder2/image.jpg
After you reference the in an Article or portal area, the file is embedded in that specific area using the
web address for the file as it appears in the Manager.
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Attachment Library
This section introduces you to Attachment Library in Knowledge Spaces™ Admin Control Panel.
About Attachment Library
The Attachment Library section of the Content tab provides the necessary interface to upload and manage
files intended to serve as article attachments.
You can add video and audio files to an article to enhance the experience of Knowledge Base users. The
attached file is available to the User, and can be downloaded, or viewed online. There is a wide range of
file types that can be uploaded into the Attachment Library, consisting of image files, movies and sounds,
and PDF files. The following table provides examples of the various file formats:
Image Files
.jpeg
.jpg
.gif
Movie Files:
.mov
.qt
.avi
Sound Files:
.wav
PDF Files:
.pdf
The following figure illustrates the Attachment Library main page.
Figure 102 Attachment Library Main Page
Using the Attachment Library Tools
The Attachment Library page displays a list of all the attachments in the Attachment Library. The name,
id, the file type of the attachment, and the date on which it was uploaded is displayed. Click the name of an
Attachment to view its versions, and the article(s) to which it is attached. You add new versions of an
attachment. By default, the Attachments are sorted alphabetically. You can also sort the files by file type,
or by date of upload.
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Note:
•
•
You can upload only those file types that have been specified in the Systems
Settings page of the Administration tab. If you want to upload a file of a different
type, you must first add it in the Systems settings page.
Knowledge Spaces™ Admin Control Panel installation on a Windows 2008R2
server allows you to upload a maximum file size of 500 MB. However, you can
configure a lower file upload limit by modifying the value of the requestLimits
maxAllowedContentLength tag in the web.config file located in the
<System Drive>:\
Program
Files\KnowledgeBase.Net\knowledgebase\applicationprogram\ui\http\ClientPor
tal path on the computer where Knowledge Spaces™ Admin Control Panel is
installed.
Adding an Attachment
To Add Attachments to the Attachment Library, follow these steps:
1. From the Content tab, click view in the Attachment Library section. The Attachment Library page
is displayed.
2. Click
or New Attachment link. The New Attachment page is displayed.
Figure 103 New Attachment Page
3. Type the path for the file in the field provided.
- OR Perform the following steps:
i. To locate a file that you want to upload, select Choose. The Choose File dialog box is displayed.
ii. Select the file from the appropriate location, and click Open. The path of the selected file is
displayed in the New Attachment page.
4. Click Upload. The selected file is uploaded in the Attachment Library.
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Attachment Images
On the Attachment Library main page, click the name of one of the attachments in image format. The
Attachment versions page is displayed. On the Attachment versions page, click the name of the
attachment, a popup window appears displaying the attachment image. The window automatically resizes
the image for viewing convenience. If the file type is a video/sound/.pdf file, a Windows menu appears,
prompting you to save the image to disk, or view it from the current source.
Editing an Attachment
You cannot edit an attachment directly. You must create a new version of the attachment, and then delete
the older versions of the attachment.
Note:
The active version of an attachment cannot be deleted.
To Edit an Attachment
1. On the Attachment Library main page, click
to the left of the attachment you want to edit.
- OR Click the name of the attachment. The Attachment Versions page is displayed.
Figure 104 Attachment Library – Attachment Details Page
2. Click
or the New Version link. The New Attachment Version page is displayed.
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Figure 105 New Attachment Version Page
3. Type the path of the file in the field provided.
- OR Perform the following steps:
i. To locate a file that you want to upload, select Choose. The Choose File dialog box is displayed.
ii. Select the file from the appropriate location, and click Open. The path of the selected file is
displayed in the Attachment Version page.
4. In the Make this file Active? field, specify whether you want to make this version of the Attachment
active.
5. Click Upload. A new version of the Attachment is created.
Note:
•
•
You can maintain different versions of an Attachment, and choose to make one
of them active. The Portal Users will be able to view only the active version of
the attachment.
The maximum file size of the attachment that you can upload depends on the
attachment size settings set in the System Settings area of the Administration
tab.
Removing Attachments
On the Attachment Library main page, click to the left of the attachment you want to delete. The
attachment is removed from the Attachment Library.
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Article Groups
This section provides detailed information about Article Groups in Knowledge Spaces™ Admin Control
Panel.
About Article Groups
Article Groups enable you to group or collect certain types of Articles together, and then set access to the
Articles in the Portals, by restricting Portal access to one or more of the Article Groups.
Example:
Assume you have two groups of users who will have access to your
Knowledge Spaces Articles, Customers and Employees. You intend to give
your Employees access to all of your Articles, and only limited access to your
Customers. Create two Article Groups; Approved for Customers, and
Approved for Employees, and place Articles into Article Groups based on
who should be able to view them.
If you are using personalized portals Article Groups are essential since the permissions of the external
users are tied to the Article Groups. Any Article that must be available to an external user must be part of
an Article Group that the user has access. You can also add categories to the Article Groups.
Click Article Groups in the Content tab to view a list of the Article Groups.
Article Groups transcend Knowledge Bases. You can have Articles that are in multiple Knowledge Bases,
but still restrict viewing access from the portals by group.
Creating New Article Groups
To create new Article Groups, you must be granted the Create New Article Group permission in the
Internal Access Profile associated to you.
To Create a New Article Group
1. Click
or the New Group link in the Article Groups page. The Create Article Group page is
displayed.
Figure 106 Create Article Group Page
2. In the Group Name field, type the name for the new Article Group.
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3. Click Save. The new Article Group you created is displayed in the Article Groups page.
Renaming Article Groups
To edit an Article Group, you must be granted the Edit Article Group permission in the Internal Access
Profile associated to you.
To Edit the Name of an Article Group
1. On the Article Groups page, click
next to the Article Group you want to rename.
2. In the Group Name field, type the new name of the Article Group.
3. Click Save. The Article Group is renamed.
Deleting Article Groups
To delete an Article Group, you must be granted the Delete Article Group permission in the Internal
Access Profile associated to you.
To Delete an Article Group
1. On the Article Groups page, click
next the Article Group you want to delete.
2. If your Article Group is not associated to an Entitlement, a confirmation message is displayed.
Figure 107 Confirmation Message Box to Delete an Article Group
3. Click OK to confirm your action.
The Article Group is deleted.
- OR If your Article Group is associated to an Entitlement, you are prompted with the following message:
Figure 108 Confirmation Message to Delete an Entitlement Group
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4. Click OK to delete the Article Group and the Entitlement associated to the Group.
- Or Click Continue to associate the Entitlement to some other Article Group.
Adding Articles to Article Groups
You can add Articles to Article Groups through the Article Management area under the Content tab. After
you access the Article properties page for a specific Article, you can place that Article in your Article
Group(s).
Making Article Groups Accessible Through KB Portals
You can specify the Article Group Settings for each portal. To do so:
1. In the Knowledge Base & Article Group Access area of the Portal Properties page, click Configure.
Figure 109 Portal Properties Page
2. Scroll down to the Article Group Access section.
3. Select the Show all articles and categories option.
- OR 4. Select the Restrict by Groups option, and select the check box next to the Article Group. Only the
selected Article Groups will be accessible.
5. Click Save.
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Frequently Asked Questions
This section provides you with detailed information about Managing Frequently Asked Questions (FAQs)
in Knowledge Spaces™ Admin Control Panel. You will also learn about creating FAQ Categories to
organize, and manage FAQs.
Frequently Asked Questions
The Frequently Asked Questions (FAQ) Management section of the Content tab enables you to create and
edit an FAQ, and create FAQ categories to organize and manage FAQs. Using the FAQ Management
section, you can also specify the order in which the FAQs are listed in the FAQ categories.
Figure 110 FAQ Management Home Page
Note:
There are important FAQ settings not located in the FAQ Management area. When
configuring the Portal Modules in the Portal Modules section of the Portal tab, you
must add the FAQ tab to your Portal for the FAQ tab to appear for the users. Clicking
on the FAQ Options link, you can configure the order and layout of your FAQ
categories as they appear in the Portal, as well as enable the Top Ten FAQs.
You must be granted the Create New FAQ Category permission to create a new
FAQ.
Creating FAQ Categories
You can create FAQ Categories for a Knowledge Base. From the Content tab, click FAQ Management.
Existing FAQ Categories for a Knowledge Base are listed within the name of the Knowledge Base, and are
represented by the
icon.
To Create a New FAQ Category
1. On the Content tab, click FAQ Management. The FAQ Management Home page is displayed.
2. From the Knowledge Base list, select the Knowledge Base in which you want to create the new FAQ.
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3. Click
or the New FAQ Category link. The New FAQ Category page is displayed.
Figure 111 New FAQ Category Page
4. In the Category Name field, type the name for the new FAQ category.
5. Click Save. The new FAQ category is displayed in the FAQ Management page.
Editing an FAQ Category
You can edit the name of the FAQ Categories.
Note:
You must be granted the Edit FAQ Category permission to edit the name of an FAQ
Category.
To Edit the FAQ Category Name
1. On the Content tab, click FAQ Management. The FAQ Management Home page is displayed.
2. Select the appropriate Knowledge Base from the Knowledge Base list.
The FAQ Categories within the selected Knowledge Base are displayed.
Figure 112 Page Showing the FAQ Categories within a Knowledge Base
3. On the left of the FAQ Category name, click
. The Edit Category page is displayed.
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Figure 113 Edit FAQ Category Window
4. In the Category Name field, type the new FAQ Category name.
5. Click Save.
- OR Click Cancel to cancel the operation.
Deleting a FAQ Category
You can delete the FAQ Categories.
Note:
You must be granted the Delete FAQ Category permission to delete an FAQ
Category.
To Delete a FAQ Category
1. On the Content tab, click FAQ Management. The FAQ Management Home page is displayed.
2. Select the appropriate Knowledge Base from the Knowledge Base list.
The FAQ Categories within the selected Knowledge Base are displayed.
Figure 114 Page Showing the FAQ Categories within a Knowledge Base.
1. On the left of the FAQ Category name, click
. A confirmation message is displayed.
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Figure 115 Delete FAQ Category Message Box
2. Click OK.
3. Click Cancel to cancel the delete operation.
Creating New FAQs
The New FAQ option enables you to create new FAQ, and assign them to articles in the selected
Knowledge Base or create the answer to your FAQ on the fly.
After you create an FAQ and assign it to an Article in the Knowledge Base or create the FAQ answer, the
selected Article displays when a user clicks on the FAQ.
You can provide the answer to an FAQ in one of the following ways:
•
•
Refer the User to an existing Article (using Option 1 – Select an existing article.)
Create a new Knowledge Base article to address the FAQ (using Option 2 – Type the answer to create
a new knowledge base article)
Note:
You must be granted the Create New FAQ permission to create a new FAQ.
To Create an FAQ using Option 1
1. On the Content tab, click FAQ Management. The FAQ Management page is displayed.
2. Click .
The following page is displayed.
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Figure 116 Create FAQ Main Page
3. In the FAQ Answer section, select Option1: Select an existing article. By default, Option 1 is selected.
4. In the FAQ Question field, type the FAQ question.
5. In the Article Number field, type the ID of the Article that provides the answer to the question.
- OR 6. Click Browse, and select the article from the list of Articles. You can also search for the relevant
Article.
7. Click Save.
Note:
You can also create FAQs for Articles when creating or editing the individual articles
in the Article Management area.
To Create an FAQ using Option 2
1. On the Content tab, click FAQ Management. The FAQ Management page is displayed.
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2. Click
. The following page is displayed.
Figure 117 Create FAQ Page Main Page
3. Select Option 2: Type the answer to create a new Knowledge Base article.
Figure 118 FAQ Management Page – Creating an FAQ using Option 2
4. In the FAQ Question field, type the FAQ question.
5. In the space provided, type the answer of the FAQ. A new Knowledge Base article will be created with
this content.
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6. In the Set status to list, select the Workflow step to which the article must be added.
Note:
The Set Status to list lists all the workflows to which you have access, in addition to
the default workflows associated with the Knowledge Base in which you are trying
to create the FAQ.
7. Click Save. The new FAQ is added, and an article is created for the FAQ.
Note:
A Portal User can view the FAQs associated with an Article, only when the FAQ
Article is Published in the Knowledge Base.
Adding a FAQ to FAQ Categories
You can add FAQs to an FAQ Category. FAQs that have not been categorized are displayed in the main
FAQ Management page.
When you add an FAQ to a Category, the FAQ is displayed within that Category in Spaces by Moxie™ Knowledge Spaces™ Customer Portal.
To Add an Uncategorized FAQ in the Knowledge Base to an FAQ Category
1. On the Content tab, click FAQ Management. The FAQ Management page is displayed.
2. Select the appropriate Knowledge Base from the Knowledge Base list.
The Categories within the Knowledge Base are displayed.
Figure 119 Page Showing the FAQ Categories within a Knowledge Base
3. Select an FAQ Category in the FAQ Category Name column. The FAQs within the Category and a list
of Uncategorized FAQs in the Knowledge Base are displayed.
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Figure 120 FAQ Management Page
4. From the Uncategorized FAQs list, select the check box next to each FAQ that you want to add to the
FAQ Category.
5. Click Add Checked to Category. The FAQ appears within the selected FAQ Category.
Note:
FAQs that you have already added to a Category do not appear in the Uncategorized
FAQs area. To add an FAQ to multiple Categories, create the same FAQ as many
times as is required, and add them to the appropriate FAQ Categories.
Editing a FAQ
You can edit the text of an FAQ (Frequently Asked Question), and change the Article associated with the
FAQ. To edit an FAQ, you must first remove its association with its Category.
Note:
You must be granted the Edit FAQ permission to edit an FAQ.
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To Edit a Frequently Asked Question
1. On the Content tab, click FAQ Management. The FAQ Management page is displayed.
2. Select the appropriate Knowledge Base from the Knowledge Base list.
The FAQ Categories within the Knowledge Base are displayed.
3. In the FAQ Category Name column, click the FAQ Category associated with the FAQ you want to
edit.
The FAQs within the FAQ Category, and a list of uncategorized FAQs in the selected Knowledge Base
are displayed.
Figure 121 FAQ Management Page
4. In the Uncategorized FAQs list, select the check box next to the FAQ you want to edit.
5. Click the Remove Checked from Category button. The FAQ’s association with its FAQ Category is
removed, and the FAQ is moved to the Uncategorized FAQs list.
6. From the Uncategorized FAQs list, click
next to the FAQ you want to edit.
The Edit FAQ Question page is displayed.
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Figure 122 Edit FAQ Question Page
7. Modify the content of the FAQ question as required.
8. Select the Article to which the FAQ question should be associated.
9. Click Save to save the FAQ changes.
- OR Click Cancel to cancel the operation.
Deleting a FAQ Question
You can delete an FAQ question.
Note:
You must be granted the Delete FAQ permission to delete an FAQ question.
To Delete an FAQ Question
1. On the Content tab, click FAQ Management. The FAQ Management page is displayed.
2. Select the Knowledge Base from the Knowledge Base list.
The Categories within the Knowledge Base are displayed.
3. Select an FAQ Category in the FAQ Category Name column. The FAQs within the Category and a
list of Uncategorized FAQs in the Knowledge Base are displayed.
4. From the Uncategorized FAQs list, click
message is displayed.
next to the FAQ you want to delete. A confirmation
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Figure 123 Message Box to Delete an FAQ Question
5. Click OK. The FAQ is deleted from the Knowledge Base.
Arranging FAQs
In this section, you can determine the order of FAQs within a selected FAQ category.
The FAQ Category Name will be listed at the top of the FAQ Management page.
All the FAQs in an FAQ category are listed below the Category Name. If an FAQ is not displayed in the
FAQ Category list, no FAQs have been added to the Category.
If FAQs are displayed, these FAQs are currently in the FAQ category. You can remove FAQs from the
Category, and you can change the order of the FAQs, as they appear in Spaces by Moxie™ - Knowledge
Spaces™ Customer Portal.
To Remove an FAQ from the Category
1. Select the check box next to the FAQ that you want to remove.
2. Click Remove Checked from Category. The FAQ is removed from this category and listed in the
Uncategorized FAQ in the Knowledge Base.
To Change the Order of FAQs
1. Using the list to the right of each FAQ, select a new listing Order.
2. Click Update Order. The new order is saved.
If you do not select an order, the FAQs are listed alphabetically.
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Solution Finder
This section provides detailed information about Solution Finders in Knowledge Spaces™ Admin Control
Panel. You will learn about the need for Solution Finders, and about managing the Solution Finders.
About Solution Finder
The Solution Finder section of the Content tab enables you to setup, and manage Solution Finders. You
must be granted the Solution Finder permission in the Internal Access Profile page to access the
Solution Finder functionality.
Solution Finders enable Portal users to navigate a series of steps, further defining a problem as the users
progress until the users reach the point where the solution can be confidently delivered. Solution Finders
can be as simple or complex as the situation requires, and easily changed as problems, and diagnostic
processes evolve. The key benefits of Solution Finders is that, the Solution Finders provide a root cause
analysis path to Articles that already exist in Knowledge Spaces. Knowledge Spaces™ Admin Control
Panel can also be configured to present appropriate Solution Finders based on user searches.
Example:
The KB Portal user can access the Knowledge Base through the Contents tab
on the Portal, and choose a Solution Finder from the Solution Finder tab. The
Portal user can choose the Solution Finder category that best answers the
users question.
The following example explains the directory structure of a Solution Finder for Email setup.
On the KB Portal the User will click Solution Finder tab and select the Email setup Solution Finder from
the list of Solution Finders displayed.
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Figure 124 Solution Finder Page on the KB Portal
A series of Choice options are listed:
•
•
•
Microsoft mail product
Netscape mail product
Eudora mail product.
The User selects Microsoft mail product. The following options are displayed:
•
•
•
Microsoft Exchange
Microsoft Internet Mail
Microsoft Outlook
To configure Outlook, the User selects Microsoft Outlook. The Solution Finder displays the following
options:
•
•
Outlook
Outlook Express
To configure Outlook Express, the User selects Outlook Express. The following options are displayed:
•
•
•
Setup Outlook Express for the first time
Add a new account to Outlook Express
Make configuration changes to Outlook Express
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To set up Outlook Express for the first time, the User selects Setup Outlook Express for the first time. The
User will be presented with an article that guides through the complete process of setting up Outlook
Express.
The setup and management of Solution Finders is carried from the Solution Finder Home page
Solution Finder Home Page
From the Content tab, click Solution Finder. The Solution Finder Home page is displayed.
Figure 125 Solution Finder Home Page
The Solution Finder Home page contains two frames, and several buttons across the top of the page. Using
the buttons, you can create new Solution Finders, add articles, and choices to the Solution Finders.
The left frame displays an alphabetical listing of existing Solution Finders and is indicated by the
symbol. The frame on the right is where creation and maintenance of a Solution Finder takes place.
Expanding a Solution Finder
Clicking a Solution Finder name in the left frame loads the Solution Finder for editing in the right frame.
When you expand a Solution Finder, the Solution Finder name is displayed at the top of the right frame,
and the Articles and Choices are shown below.
Figure 126 Page Showing the Solution Finder Articles and Choices
Creating a New Solution Finder
You can create a new Solution Finder.
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Note:
You must be granted the Create New Solution Finder permission in the Internal
Access Profile page to create a new Solution Finder.
To Create a New Solution Finder
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Click
. The New Solution Finder page is displayed.
Figure 127 New Solution Finder Page
3. In the Solution Finder Name field, type the name for the new Solution Finder.
4. Click Save. The new Solution Finder is displayed in the left frame of the Solution Finder Home page.
Tip:
When you name a Solution Finder, use a name that is easily recognizable to your
users, and relates to the problem being solved. For example, to create a Solution
Finder about email, you can name it E-mail Help.
Note:
You can create Solution Finders with HTML text.
Editing a Solution Finder
You can edit the name and default text of a Solution Finder.
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Note:
You must be granted the Edit Statement permission in the Internal Access Profile
page to edit the name and default text of a Solution Finder.
You can add, delete, or edit the text that the Portal Users view when navigating through a Solution Finder.
The text This step-by-step guide will help you resolve your problem. Select one of the choices below is
created by default when you create a new Solution Finder.
To Edit Solution Finder Text
1. On the Content tab, click Solution Finder. The Solution Finder Home page is displayed.
2. Click the Solution Finder whose text you want to edit.
3. Click
next to the Solution Finder text. The New Solution Finder page is displayed.
Figure 128 New Solution Finder Page
4. In the Text field, type the new Solution Finder text.
5. Click Save.
To Edit Solution Finder Name
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Click the Solution Finder whose name you want to edit.
3. On the right of the Solution Finder name, click
. The Edit Solution Finder page is displayed.
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Figure 129 Edit Solution Finder Page
4. In the Solution Finder Name field, type the new Solution Finder name.
5. Click Save.
Deleting a Solution Finder
You can delete a Solution Finder name, and text.
Note:
•
•
You must be granted the Delete Solution Finder permission to delete a Solution
Finder.
You must be granted the Delete Statement permission to delete the text of a
Solution Finder.
To Delete a Solution Finder Text
1. On the Content tab, click Solution Finder. The Solution Finder Home page is displayed.
2. Click the Solution Finder whose text you want to delete.
3. On the right of the Solution Finder text, click .
A confirmation message is displayed.
Figure 130 Delete Solution Finder Message Box
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4. Click OK.
5. Click Cancel to cancel the delete operation.
To Delete a Solution Finder
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Click the Solution Finder you want to delete.
3. On the right of the Solution Finder name, click
. A confirmation message is displayed.
Figure 131 Delete Solution Finder Window
4. Click OK.
- OR Click Cancel to cancel the delete operation.
About Solution Finder Choices
After you select a Solution Finder, you can view the choices associated with the Solution Finder in the
Further Choices area on the Solution Finder page.
Each choice is a link. Click the choice to display all the topics within the choice. As you navigate through
Solution Finder choices, the Solution Finder choice structure appears in gray above the current choice
menu. In the structure, each choice selected appears as a link. To go back to any of the previous choices,
click the link in the Solution Finder choice structure.
Figure 132 Page Showing the Solution Finder Choice Structure
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Creating a New Solution Finder Choice
After you have added a Solution Finder, use
to create the structure of the Solution Finder.
Note:
You must be granted the Add New Choices permission to create a new Solution
Finder Choice.
To Create a Solution Finder Choice
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Select the Solution Finder within which you want to add a Choice.
Note:
If you are adding Choices to a new Solution Finder, your first Choice is directly
below the new Solution Finder.
3. Navigate to the level in the Solution Finder structure where you want the new Choice to appear, click .
The New Solution Finder Choice page is displayed.
Figure 133 New Solution Finder Choice Page
4. In the Choice Text field, type the text for the new choice.
5. Click Save. The text of the new choice is saved in the correct location in the Solution Finder directory
structure.
Note:
You can edit text typed in the Choice Text area by clicking the Choice names in the
Solution Finder directory structure.
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Editing a Solution Finder Choice
You can edit a Solution Finder choice.
Note:
You must be granted the Edit Statement permission to edit the name and default text
of a Solution Finder.
You can add, delete, or edit the text that the Portal Users view when the Users navigate through a Solution
Finder.
The text This step-by-step guide will help you resolve your problem. Select one of the choices below is
created by default when you create a new Solution Finder.
To Edit Solution Finder Choice Text
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Click the Solution Finder, and click the Choice name whose text you want to edit.
Figure 134 Solution Finder with the Choice Name and Choice Text
3. On the right of the Choice text, click
. The New Solution Finder page is displayed.\
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Figure 135 New Solution Finder Page
4. In the Text field, type the new Solution Finder text.
5. Click Save.
Deleting a Solution Finder Choice
You can delete a Solution Finder choice.
Note:
You must be granted the Delete Choices permission to delete a Solution Finder.
To Delete a Solution Finder Choice
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Click the Solution Finder which contains the Choice you want to delete.
3. Navigate in the Solution Finder directory structure to the Choice which you want to delete.
4. On the right of the Choice name, click
. You are prompted with the following message.
Figure 136 Solution Finder Choice Deletion Window
5. Click OK. The Sub-choices page is displayed.
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Figure 137 Sub-choices Page
The Keep the sub-choices of the choice being deleted option is selected by default. Click Finished to
delete only the Choice and retain the sub-choices within the Choice.
- OR Select the Delete the choice and all of the sub-choices option, and click Finished. The Choice and all
the sub-choices within the Choice are deleted.
Creating a Bridge Choice
You can insert a Choice level in a Solution Finder between existing Choice levels. This process is called
Bridge Choice.
Note:
You must be granted the Add Bridge Choice permission to create a Bridge Choice.
To Create a Bridge Choice
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Select the Solution Finder in which you want to add a Bridge Choice. Drill down to the choice level
that is one level above the level where you would like to create the Bridge Choice.
3. On the Solution Finder menu, click
page is displayed.
. The New Solution Finder Bridge Choice
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Figure 138 New Solution Finder Bridge Choice Page
4. In the Choice Text field, type the content for the Solution Finder Choice.
5. Click Save.
Adding Articles to the Solution Finder
You can add Articles to a Solution Finder, or to a Solution Finder Choice.
Note:
You must be granted the Add New Articles permission to add new Articles to a
Solution Finder.
To add an Article within a Choice, you must select, and expand the Choice in which you want to insert the
Article. The Choice becomes the last level displayed in the Solution Finder directory structure.
Clicking on the Article title, or Article number in the Solution Finder structure displays the Article
Properties page.
The following table illustrates the Directory Structure of a Solution Finder.
Food
Solution Finder
Italian
(Choice)
Pizza
(Choice)
Lasagna
(Choice)
Meat
(Choice)
Cheese
(Choice)
#9854 How to Cook
Cheese Lasagna
(Choice)
Mexican
(Choice)
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Food
Solution Finder
French
(Choice)
You can have both Articles and Choices under a single Choice heading.
There is no limit to the number of Solution Finders, Choices, and Articles that you can build within this
structure.
When you have expanded the Solution Finder to display the choice where you want to place a new Article,
it provides the tools to place a new Article in that location.
Adding an Article into the Choice
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Select the Solution Finder, and navigate to the Article location Choice by clicking the name of the
Choice where you want to place the Article.
3. Click .
The Add New Solution Finder Article page is displayed.
Figure 139 Add New Solution Finder Article Page
4. In the Enter the article # to add field, type the Article ID.
- OR Click Browse, and select the Article from the list of Articles. You can also search for the relevant
Article.
5. Click Save. The Article is saved in the proper Solution Finder location.
Note:
When you add the Article to the Choice, the Article is displayed in the Solution
Finder.
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Removing an Article from the Choice
You can remove an Article from a Choice.
Note:
You must be granted the Delete Articles permission to remove an Article from a
Choice.
To Remove an Article from a Choice
1. On the Content tab, click Solution Finder. The Solution Finder page is displayed.
2. Select the Solution Finder, and navigate to the Article location Choice by clicking the name of the
Choice.
3. On the right of the Article name, click
.You are prompted with the following message.
Figure 140 Delete Article From the Choice Message Box
4. Click OK.
5. Click Cancel to cancel the operation.
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Glossary
This section covers the Glossary feature of Knowledge Spaces™ Admin Control Panel.
About Glossary
The Glossary section of the Content tab includes tools to create and manage Glossaries of terms. Users
can create and manage Glossaries in the Knowledge Spaces™ Admin Control Panel that can be viewed in
the Portal, thus providing easy access to a number of terms, and their definitions.
Note:
•
•
•
You must be granted the Create New Glossary Item permission to create a
Glossary and/or Terms.
To successfully create a Glossary Term, you need appropriate permissions to the
Default Workflow steps.
You must associate a Glossary to a Portal for the users to view the Glossary
terms on the Portal
You can have multiple Glossaries in a Portal. Having more than one Glossary helps define terms as they
relate to a particular subject and words may have multiple meanings relevant to different subjects. This
gives your Knowledge Base users all the information they need at their fingertips.
The Knowledge Spaces™ Customer Portal Users can select a Glossary and click on a letter of the alphabet
or the "#" sign to view the Glossaries under the selected letter or sign.
Glossary terms use the Default Workflow process as all Articles in the system use a Workflow. When a
Glossary term is created, it is New, and moves through the Workflow approval process in the same manner
as an Article until the Glossary term is Published on the Portal. For more information about the Workflow
approval process, see “About Workflow Editor” on page 392.
In the KB Portal each Glossary lists the terms within the appropriate starting letter. For the selected letter,
Glossary terms are listed alphabetically.
When the list of terms for a letter is displayed, you can sort the list:
•
•
Alphabetically
By Modified Date
The Name heading above the term names, and the Modified heading above the dates adjacent to the term
names are links. When you click the Modified link, the terms are sorted in order of the date they were last
modified or created. When you click the Name link, the articles revert to their original alphabetical listing.
The Workflow status of the Glossary term is located to the right of the Date Modified area. If a term is
published in the Workflow step, it appears as Published in the KB Portal. If the glossary term is in New or
other preliminary stage, it appears listed as in that step, and not available for Portal viewing. Use the menu
above the Workflow listing to display only those terms that are in certain Workflow steps. For example, if
you select draft, only terms that are in the draft stage are displayed. All Glossary terms are displayed by
default.
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Note:
Users can view the Glossary items in Workflow steps for which the users have
appropriate permissions. For example, a user must have access to the New
Workflow step to see Glossary items that are in the New step.
Creating a New Glossary
You can create a New Glossary that can be used across one or many Portals.
Note:
You must be granted the Create New Glossary Item permission to create a
Glossary.
To Create a New Glossary
1. On the Content tab, click Glossary.
The Glossary Management page is displayed.
Figure 141 Glossary Management Page
2. Click
. The New Glossary page is displayed.
Figure 142 New Glossary Page
3. In the Glossary Name field, type a name for the Glossary.
4. Click Save. The Glossary is listed on the Glossary Management page.
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Note:
One or more Glossaries can be enabled for a Portal from the Glossary Options link in
the Portal Modules area.
You can create Glossaries associated with HTML text.
Editing the Glossary Name
You can edit a Glossary name.
Note:
You must be granted the Edit Glossary Item permission to edit a Glossary.
To Edit a Glossary Name
1. On the Content tab, click Glossary. The Glossary Management page is displayed.
2. On the left of the Glossary name, click
. The Edit Glossary page is displayed.
Figure 143 Edit Glossary Page
3. In the Glossary Name field, modify the name of the Glossary.
4. Click Save.
Deleting the Glossary
You can delete a Glossary.
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Content Management
Note:
You must be granted the Delete Glossary Item permission to delete a Glossary.
To Delete a Glossary
1. On the Content tab, click Glossary. The Glossary Management page is displayed.
2. On the left of the Glossary name, click
. You are prompted with the following message.
Figure 144 Delete Glossary Window
3. Click OK.
Creating a New Glossary Term
You can create new Glossary terms within a Glossary.
To Create a New Glossary Term
Note:
•
•
You must be granted the Create New Glossary Item permission to create a new
Glossary term.
You must have permission to at least one Workflow step to create a Glossary
Term.
1. On the Content tab, click Glossary. The Glossary Management page is displayed.
2. Click the Glossary within which you want to create the Glossary term. The following page is
displayed.
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Figure 145 Glossary Terms Management Page
Click
. The New Glossary Term page is displayed.
Figure 146 New Glossary Term Page
3. In the Term Name field, type a name for the Glossary Term.
4. In the Term Definition field, type the term definition, or other data that is associated with the
Glossary Term.
5. From the Set Status list, select the Workflow step where the new Glossary item must reside.
6. Click Save.
Editing a Glossary Term
You can edit a Glossary Term.
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Note:
You must be granted the Edit Glossary Item permission to edit a Glossary Term.
To Edit a Glossary Term
1. On the Content tab, click Glossary. The Glossary Management page is displayed.
2. Click the Glossary within which you want to edit the Glossary term. The following page is displayed.
Figure 147 Glossary Term Management Page
3. Click the letter of the Alphabet which contains the term.
4. From the list of Glossary Terms, click the name of the Glossary Term which you want to edit. The Edit
Glossary page is displayed.
Figure 148 Edit Glossary Term Page
5. In the Item Name field, modify the Glossary Term name.
6. In the Item Definition field, modify the definition of the Glossary Term.
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7. From the Set Status list, select the Workflow step where the new Glossary item should appear.
8. Click Save.
Note:
Changing the first letter of a Glossary Term name changes where the listing appears.
Changing the Glossary Term Status
The current status is show in the Set Status field of the Glossary term which is displayed below the Item
Definition field in the Edit Glossary window. For example, if a term is published in the Glossary, the
Published status is displayed in the Edit Glossary window. If you have Workflow permission to approve
the Published Workflow step, you can move the term to the next step in the Workflow process.
To Remove a Term from Live Status to the Previous Step
1. On the Content tab, click Glossary. The Glossary Management page is displayed.
2. Select the Term which you want to move to a different Workflow step. The Edit Glossary Term page
is displayed.
Figure 149 Edit Glossary Term Page
3. Select the appropriate option below the Current Status Statement in the Set Status list.
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4. Click Save. The term is moved to the selected step.
Note:
If the status of the Glossary term you are editing is not live, you can approve the term
forward depending on your Workflow approval permission settings.
For more information about the Workflow approval process, see “About Workflow Editor” on page 392.
Importing a Glossary
Instead of creating individual Glossary terms, you can import multiple Glossary terms into your Glossary.
From the Glossary Import area, you can import a file that contains multiple terms.
Note:
Before you import terms into your Glossary, ensure that the following criteria are
met:
•
•
•
The file you are importing must be a text document with a .txt extension.
Each term and its definition must be on separate, consecutive lines but may
contain HTML formatting.
Ensure that there are no blank lines.
Example:
DHCP Server.
Automatically assigns addresses to all workstations on the LAN.
Narrowband.
A term used to describe services including T-1<br> or 1.544 Mbps
To Import Glossary Terms
1. On the Content tab, click Glossary. The Glossary Management page is displayed.
2. Select the Glossary Name to which you want to Import Glossary Terms. The Glossary Terms
Management page is displayed.
3. Click
. The Glossary Import page is displayed.
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Figure 150 Glossary Import Page
4. Click Browse and locate the .txt file which contains the Glossary Terms.
5. Click Open. The text file path is displayed in the Choose File field.
6. Click Preview. The following page is displayed with the Glossary terms imported.
Figure 151 Page Showing the List of Glossary Terms Imported
7. Select the Workflow status of the Glossary Term(s) from the Set glossary items to list.
8. Click Import Now. The Glossary terms are imported.
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Removing Glossary Items
You can delete Glossary Terms.
Note:
You must be granted the Delete Glossary Item permission to delete a Glossary Term.
1. On the Content tab, click Glossary. The Glossary Management page is displayed.
2. Click the Glossary which contains the Term you want to delete. The Glossary Terms Management
page is displayed.
3. Click the letter of the Alphabet which contains the Term you want to delete.
4. Click
to the left of the Glossary Term which you want to delete. You are prompted with the
following message.
Figure 152 Delete Glossary Term(s) Window
5. Click OK.
Click Cancel to cancel the operation.
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Article Attributes
This chapter provides detailed information about Article Attributes in Knowledge Spaces™ Admin
Control Panel.
About Article Attributes
Article Attributes enable you to create and assign Attributes that can be displayed with the Articles in your
KB Portals. Using the Article Attributes area in the Content tab, you can create Attributes, Sub-Attributes,
and add Articles to the various Attribute selections.
When configured, the Article Attributes are displayed with the Articles in the Portal search results, and the
Portal Category listings.
The Attributes are not factored into the search function. They are intended to provide additional
information (product, type, etc.) when displayed with the Article lists in the Portal.
Note:
You must be granted the Article Attribute permission to manage the Article
attributes displayed with the Articles on the KB Portal.
Example:
You have an Attribute Category called Computer Operating Systems, with
three Sub-Attributes: Windows, Macintosh, and Linux. If an Article pertains
to Windows, you can add the Article to the Windows Sub-Attribute Category.
When the Article is displayed in the Portal, the Attributes line contains
Windows, designating the Article to a Windows issue, or topic.
You can also add Articles to multiple Sub-Attributes. When an Article is
displayed in the Portal, all the associated Sub-Attributes are listed with the
Article in hierarchy.
Using Article Attributes
From the Article Attributes section in the Content tab, you can create Article Attributes, and SubAttributes or Child Attributes.
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Figure 153 Article Attributes Page
The left frame of the Article Attributes page lists the current Attribute structure. When you click an
Attribute, the Attribute structure expands, and displays its Sub-Attributes in hierarchical order.
When you click an Attribute, two additional frames are displayed on the Article Attribute page. The top
right frame displays a list of existing Articles that have been added to this Attribute. The bottom right
frame displays a list of Articles that are categorized by Knowledge Base, with an option to add the Articles
to a selected Attribute.
Figure 154 Article Attributes Page Showing the Articles Added to an Attribute in hierarchy
Creating an Attribute
You can create a new Attribute.
Note:
You must be granted the Create New Attribute permission to create a new Attribute.
To Create a New Attribute
1. In the Content tab, click Article Attributes. The Article Attributes page is displayed.
2. Click
. The Create New Attribute window is displayed.
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Figure 155 Create New Attribute Window
3. In the Attribute Name field, type the name for the Attribute.
4. Click Save. The new top-level Attribute is created, and appears in the Attribute tree structure.
Click Cancel to cancel the operation.
Creating a New Sub-Attribute
You can create a new Sub-Attribute.
Note:
You must be granted the Create New Attribute permission to create a new SubAttribute.
To Create a New Sub-Attribute
1. On the Content tab, click Article Attributes. The Article Attributes page is displayed.
2. Select the appropriate Attribute within which you want to create a new Sub-Attribute.
3. Click
.The Create New Attribute window is displayed.
Figure 156 Creating a Sub Attribute
4. In the Attribute Name field, type the Sub-Attribute name.
5. Click Save. The new Sub-Attribute is created, and is displayed in the Attribute tree structure.
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Click Cancel if you want to cancel the operation.
Editing or Deleting an Attribute
You can edit, and delete the Attributes created in Knowledge Spaces.
Note:
You must be granted the Edit Attribute permission to modify an Attribute.
To Edit an Attribute
1. On the Content tab, click Article Attributes. The Article Attributes page is displayed.
2. From the tree structure in the left frame of the Article Attributes main page, select the name of the
Attribute you want to modify. The Attribute name is displayed on the top right frame.
Figure 157 Article Attribute Page Showing the Properties of An Attribute
3. Click
to the left of the Attribute name. The Edit Attribute window is displayed.
Figure 158 Edit Attribute Window
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4. In the Attribute Name field, change or edit the Attribute name.
5. Click Save. The changes appear in the Attribute tree structure.
Click Cancel to cancel the operation.
To Delete an Attribute
You can delete an Attribute from the Attribute tree structure.
1. On the Content tab, click Article Attributes. The Article Attributes page is displayed.
Note:
You must be granted the Delete Attribute permission to delete an Attribute
Category.
2. From the tree structure in the left frame of the Article Attributes page, select the Attribute that you
want to delete. The Attribute name is displayed on the top right frame.
3. Click
next to the Attribute name. You are prompted with the following message.
Figure 159 Delete Attribute Window
4. Click OK.
Click Cancel to cancel the operation.
Adding Articles to Sub-Attributes
You can add or remove Articles from Sub-Attributes.
To Add Articles to a Sub-Attribute
1. On the Content tab, click Article Attributes. The Article Attributes page is displayed.
2. In the left frame of the Article Attributes page, select the appropriate Sub-Attribute. Two frames are
displayed on the right of the page.
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Content Management
Figure 160 Article Attributes Page - Articles Associated with a Sub Attribute
•
•
The top frame displays the existing Articles in the selected Sub-Attribute.
The bottom frame displays a list of Articles by Knowledge Base and that are not associated with
the Sub-Attribute Category.
3. From the Knowledge Base list in the bottom frame, select the Knowledge Base where the Article you
want exists. A list of Articles in the selected Knowledge Base is displayed.
You can sort the articles by Article ID, Article Title, or by Workflow Status.
4. Select the Articles that you want to add to the Sub-Attribute.
5. At the top of the frame, click Add Checked to Attribute. The Articles selected are added to the SubAttribute, and the Articles have the correct Attribute listings in the Portal display.
Note:
Clicking the Article name displays the Article Properties page for that Article. For
each Article, you can add Sub-Attributes using the Add Attribute option from the
Add New Property drop-down on the Article Properties page.
Removing Articles from Sub-Attributes
You can remove Articles from Sub-Attributes.
To Remove Articles from a Sub-Attribute
1. On the Content tab, click Article Attributes. The Article Attributes page is displayed.
2. In the left frame of the Article Attributes page, select the appropriate Sub-Attribute. Click the
Attribute Category. Two frames are displayed on the right of the page.
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Figure 161 Article Attributes Page - Articles in a Selected Sub-Attribute
3. Select the Article(s) that you want to remove.
4. At the bottom of the frame, click Remove Checked from Attribute.
5. Click Save.
Click Cancel to cancel the operation.
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Article Subscription
This section provides detailed information about Article Subscription in Knowledge Spaces™ Admin
Control Panel.
About Article Subscription
A Portal User can subscribe to Articles and then be notified by email when the Article is modified. When
the User is viewing the Article, the User can select the Subscribe option, and, specify an email address to
subscribe to the Article. A User can also unsubscribe from an Article to which the User had previously
subscribed.
You can enable the Subscription for a particular Portal from the Portal Customization area in the Portal tab.
Article subscription can be enabled when the Article is created, and from the Article Properties area after
the Article is created.
Note:
You must be granted the Article Subscription permission to access the Article
Subscription option in Knowledge Spaces™ Admin Control Panel.
The Article Subscription Home Page
Click Article Subscription on the Content tab, the Article Subscription page is displayed.
Figure 162 Article Subscription Home Page
From the Article Subscription section on the Content tab, you can create New Subscribers, manually
Subscribe and Unsubscribe Articles to Subscribers, and add Categories to the Subscribers.
Creating a New Subscriber
You can create a New Subscriber.
Note:
You must be granted the Add Article Subscription permission to create a new
Subscriber.
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To Create a New Subscriber
1. From the Content tab, click Article Subscription. The Article Subscription page is displayed.
Figure 163 Article Subscription Home Page
2. Click
. The New Subscriber window is displayed.
Figure 164 New Subscriber Window
3. In the Email field, type the email address of the Subscriber.
4. Click Save. The Email Address of the Subscriber is displayed on the Article Subscription page.
Click Cancel to cancel the operation.
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Content Management
Note:
•
•
•
•
The New Subscriber created by the KB Administrator is displayed on the Article
Subscription page as an Unregistered User.
After an External User uses the Subscribe or Unsubscribe feature, the Email
address of the User will be displayed on the Article Subscription page as an
external user.
On the Article Subscription page, select Unregistered Users from the drop-down
box in the upper right corner to view the Email addresses of Subscribers added
by the KB Administrator.
On the Article Subscription main page, select external users from the drop-down
box in the upper right corner to view the Email addresses of Subscribers who
have subscribed for the Articles from the Portal.
Enabling Article Subscription for a Portal
You can enable Article subscription for a Portal from the Portal Customization area in the Portal tab. When
Article Subscription is selected, the Subscribe icon is displayed in the Portal with the Articles for which
subscription is enabled. Portal users can click the icon and specify the Email address to subscribe for the
Article.
To Enable Article Subscription for a Portal
1. From the Portal tab, click the Portal link for which you want to enable the Article Subscription option.
The Portal Configurations page is displayed.
Figure 165 Portal Configurations Page
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2. Click Configure in the Portal Customization area. The Portal Customization options page is
displayed.
Figure 166 Portal Customizations Options Page
3. Click
in the Article Display area. The Article Display Configuration page is displayed.
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Figure 167 Article Display Configuration Page
4. In the Article Information Features area, select the Article Subscription option.
5. Click Save.
Subscribing or Unsubscribing Articles to Users
In addition to the Article Subscriptions that can be done by the users from a Portal, a Knowledge Spaces™
Administrator User can manually subscribe, and unsubscribe Articles to users from the Article
Subscription area in the Contents tab.
To Subscribe or Unsubscribe Articles to Users
1. From the Content tab, click Article Subscription. The Article Subscription page is displayed.
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Figure 168 Article Subscription Page
2. Click Article link next to the Email address of the user for whom you want to Subscribe, or
Unsubscribe Articles. The Current Subscription List page is displayed.
Figure 169 Current Subscription List Page
3. In the Current Subscription List area, select the Knowledge Base or the Category in which the
Article to be Unsubscribed is present.
4. Select the check box next to the Article Id and click Remove from Subscription.
5. From the bottom frame select the Knowledge Base, or the Category in which the Article to be
subscribed is present.
6. Select the check box next to the Article Id, and click Add to Subscription.
Note:
You can enable Subscription for individual Articles from the Article Management
area in the Content tab. Click Article title. The Article Properties page is displayed.
Use the Add New Property icon to enable Subscription for the Article that you are
working.
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To add an Article subscription while creating a new Article, see Chapter 2 "".
Note:
The Knowledge Spaces™ Admin Control Panel Administrator User can enable the
Subscription option for various Knowledge Bases from the Email Administration
section of the Administration tab. When an Article is updated, an E-mail is sent out
to Subscribers. The Knowledge Spaces™ Admin Control Panel Administrator User
can also customize the template that is mailed to the Users. In order for the
subscription E-mail messages to be sent, the notification must be enabled for the
Knowledge Base from this section.
When an author modifies an Article, the author can click the Notify Subscribers
link on the Article Properties page to notify the Subscribers about the changed
Article. This option is provided, as minor modifications may not require notifying
the Subscriber base. For example changes in formatting, or punctuation rarely
require notification.
Category Subscription
The Category Subscription enables Portal Users to receive notification when any Article in a given
Category is updated. This option is managed from the Article Subscription section on the Content tab, and
cannot be subscribed to from Spaces by Moxie™ - Knowledge Spaces™ Customer Portal Customer
Portal.
To add Categories to a Subscriber
1. From the Content tab, click Article Subscription. The Article Subscription page is displayed.
Figure 170 Article Subscription Home Page
2. Click Category link next to the Email address of the User for whom you want to add a Category. The
Current Categories page is displayed.
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Figure 171 Categories List Page
3. Select the Category to be added. The following message is displayed
4. Add Category to the Subscriber Message Box
5. Click OK. The Category is added in the Current Category(ies) list
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Global Replace
This section provides detailed information about the Global Replace functionality in Knowledge Spaces™
Admin Control Panel.
About Global Replace
Global Find and Replace is a powerful tool for managing change on a large scale. There are a number of
possible uses.
For example, assume your company’s Toll Free 800 number changes and it is prominent in many articles.
After performing a search in your content, you identify 50 articles with the 800 number. Rather than
checking each article out, edit it, and check it back in, you can use the Global Replace function.
Notes:
You must be granted the Global Replace permission to access the Global Replace
functionality in Knowledge Spaces™ Admin Control Panel.
Global Replace functionality is applicable only for the published Articles.
Using Global Find and Replace
1. On the Content page, click Global Replace. The Global Replace page is displayed
Figure 172 Global Replace Home Page
2.
3.
4.
5.
Select the appropriate Knowledge Base from the Knowledge Base list.
In the Find what field, type the term(s) you want to replace.
In the Replace with field, type the new term(s).
Click Save.
The Global Replace action will be completed within 24 hours.
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Note:
There is one limitation of Global Replace. Global Replace only works on Inherent
HTML Articles. In other words, Global Replace only affects Articles created using
the online editor, or that which were uploaded as HTML files.
The Global Replace functionality in Knowledge Spaces™ Admin Control Panel is
driven by a Scheduled task, and the change is not immediate.
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Chapter 3: Portal Management
This chapter provides you with detailed information about
Managing Customer Portal in Spaces by Moxie™ Knowledge
Spaces™.
In this chapter
•
•
•
•
•
•
•
•
•
•
About Managing Knowledge Spaces Customer Portal.............
About Mobile Portal Configurations ........................................
External Access Profiles ...........................................................
External User Departments .......................................................
External Users...........................................................................
Remote Site Search ...................................................................
Remote Database Search ..........................................................
Remote File Search ...................................................................
Search Optimization .................................................................
AdManager ...............................................................................
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Page 345
Page 354
Page 358
Page 365
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Page 379
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About Managing Knowledge Spaces Customer Portal
Spaces by Moxie™ - Knowledge Spaces™ Customer Portal is the window to your Knowledge Base. A
User accessing your Knowledge Base from a public web site, or an employee accessing an employee
Knowledge Base over the intranet, connects to the intranet, uses the KB Portal to search a Knowledge
Base.
Knowledge Spaces™ 9.4 includes a new portal. The portal has new widgets, branding capabilities, and
provides a user-friendly experience for searching, browsing, and finding answers quickly with Solution
Finders. For information on how to setup and administer the new portal, refer to http://
kb94.moxiesoft.com
Note
The information in this guide is relevant to the legacy portals (old portals) only.
The KB Portal can be displayed in a popup browser window, or can be integrated directly with the HTML
pages of your web site or corporate intranet. It can be displayed as a search window, or a direct link to
Knowledge Base Articles. The Portal tab in Knowledge Spaces™ Admin Control Panel enables you to
create your Portals, customize the login areas, decide on Portal features, and set access restrictions.
You can perform the following operations in the Portal tab:
•
•
•
•
•
•
•
•
•
Create, and manage Portals
Create External Users, and modify information about them.
Create External User Departments
Create, and configure External Access Profiles.
View the Registration log.
Configure Remote Site Search.
Configure Remote Files Search
Configure Remote DB Search
AdManager
Note:
•
•
The Remote Database Search, RSS Feeds, and Wiki features are not available for
the Portal Style #1, Portal Style #2, or Portal Style #3 portals.
The functionality of Forums has been modified for Portals designed using Portal
Style #4. For information about the Forums in Portal Style #4, see
Spaces by Moxie™ Knowledge Spaces™ 9.4 Customer Portal guide.
Click the Portal tab. A list of Portals available is displayed.
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Figure 173 Portals Home Page
From the list of Portals, you can select a default Portal. Select the check box next to the Portal that you
want to set as default in the Default column. The default portal is presented to the users who attempt to
access a KB portal using the base DNS. For example, http://yourkbportal.companydomain.com.
While installing Knowledge Spaces™ Admin Control Panel, you must have the Portal server IP address.
You can type the IP address of the default Portal in the Address bar of the browser to access the Portal. This
enables Knowledge Spaces™ Users to access the Portal easily.
You can create DNS entries that link directly to the Portal, instead of using the entire Portal URL string.
The IP address of the default Portal can be used directly in a Web page without creating an embedded
frame in the Web page to mask the URL string.
In the Security and Access Options area, you can also add DNS host names to point to any Portal, so the
Portal URL can be customized to specific domain names.
Notes:
•
•
•
•
Only one Portal can be set as the Default Portal.
In the Host Name section of the Portal Security & Access Options page, you
can add additional DNS names that point to various KB Portals.
You must be granted the Portal Admin permission to manage KB Portals in
Knowledge Spaces™.
Moxie SoftwareTM does not provide support or assistance with CSS or
JavaScript in Portal customization areas, widgets, or HTML Article
Templates. Inclusion of any custom CSS or JavaScript code and
maintenance or troubleshooting of custom code becomes the sole
responsibility of the customer.
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Creating a KB Portal
The New Portal page enables you to create KB Portals. The Properties page of the Portal enables you to
configure several Portal options.
Note:
You must be granted the Create New Customer Portal permission to create a KB
Portal.
To Create a New Portal
1. On the Portal page, click
. The New Portal page is displayed.
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Portal Management
Figure 174 New Portal Page
2. In the Name field, type the name for the Portal.
3. In the Description field, type the description for the Portal. This field is optional.
4. Select Enabled next to the Content Rating option to enable the users on the Portal to rate the Portal
content.
5. Select Enabled next to the Display Reputation option to enable the Reputation feature for the Portal.
6. From the Portal Language list select the language in which you want the Portal to be displayed.
7. From the Knowledge Spaces Access section select the Knowledge Spaces you want to associate with
the Portal. For more information, see “Knowledge Base and Article Group Access” on page 181.
8. From the Article Group Access section, select the Restrict by groups option if you want to restrict
the Article Groups that can be accessible on the KB Portal. For more information, see “Configuring
Article Group and Category Access” on page 182.
9. From the Registration Options section, select the required Registation Option for the Portal.
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10. Click Save. The new Portal is created.
Renaming a Portal
You can edit the name of the Portal.
Note:
You must be granted the Edit Customer Portal permission to edit the name of a KB
Portal.
To Rename a Portal
1. On the Portal page, click
displayed.
next to the Portal you want to rename. The Edit Portal page is
Figure 175 Edit Portal Page
2. In the Name field, specify the new name of the Portal.
3. In the Description field, type the description of the Portal. This field is optional.
4. Click Save.
Deleting a Portal
You can delete a Portal.
Note
You must be granted the Delete Customer Portal permission to delete a KB Portal.
To delete a Portal
1. On the Portal page, click
deletion.
next to the Portal you want to delete. You are prompted to confirm the
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Figure 176 Delete Portal Window
2. Click OK. The Portal is deleted.
Portal Properties
The Portal Properties page enables you to configure various aspects for a Portal such as Portal Modules,
Snap ins, Web Site Integration, Knowledge Base and Article Group Access, Security and Access
Options, Portal Customization, Reputation and Rating Managment, and Widget Management.
Click the name link of a Portal to view its Properties page. The Portal Properties page is also displayed
when you click Save after creating a new Portal, or renaming a Portal.
The Portal Properties Page comprises the following sections:
•
•
•
•
•
•
•
•
Knowledge Base & Article Group Access
Security & Access Options
Portal Snap Ins
Portal Modules
Portal Customization
Website Integration
Reputation and Rating Management
Widget Management
Note:
The Reputation and Rating Management, and Widget Management features are
not available for the Portal Style #1, Portal Style #2, or Portal Style #3 portals.
Click
in the section you want to configure.
The following topics describe the various configurations that can be done in the Portal Properties page.
Knowledge Base and Article Group Access
The Knowledge Base and Article Group Access setting determines which of your Knowledge Bases can
be accessed through the KB Portal. You can also restrict access to specific Article Groups.
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Figure 177 Knowledge Base And Article Group Access Page
A list of the current Knowledge Bases is displayed under the
Knowledge Base.
To add a Knowledge Base to the Portal, select the check box next to the Knowledge Base in the Include
column. Click Save.
When Users access, or login to the Knowledge Base using this Portal, they will be able to search and view
the Knowledge Bases, including the Categories and Articles within the Knowledge Bases that you select
in this section.
Example
You have set up two different Knowledge Bases in the Knowledge Base
section of Knowledge Spaces™ Admin Control Panel, called Public, and
Private. The Public Knowledge Base is for use by visitors to your web site.
The Private Knowledge Base is only for your company’s employees. Select
the check box next to the Public Knowledge Base to make it accessible to
visitors to your Web site.
Modifying the Order of Knowledge Bases
By default, Knowledge Bases in a Portal are arranged in alphabetical order. You can modify the order in
which they are displayed.
To Modify the Order of the Knowledge Bases
1. On the Knowledge Base And Article Group Access page, click
you selected for the Portal are displayed.
2. Modify the order of the Knowledge Bases in the Order column.
3. Click Save.
. The Knowledge Bases
Configuring Article Group and Category Access
If you have created Article Groups, you can restrict the Article Groups that can be accessible in the KB
Portal.
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To Configure Article Group Access
1. On the Knowledge Base and Article Group Access page, Select the Show all articles and
categories option to enable Users to access all Articles and Groups.
2. To restrict access to certain Article Groups, select the Restrict by groups option. In the list of Article
Groups that is displayed, select the check box(es) next to the appropriate Article Group(s).
3. You can enable Article Template Body Security to restrict access within Articles created online by
limiting which portions of the Article will appear in the Portal.
Note:
The Article synopsis displayed on the Portal Search Results page is filtered based
on the Article body configured for the User’s profile.
4. Click Save.
Security and Access Options
The Security and Access Options section enables you to manage Portal security, including Password
protection, host name settings, and IP address restriction.
Note:
Knowledge Base and Article Group Access settings are independent of Security
and Access Options, however they can be configured to work cooperatively. For
example, you can have a Secure Portal that has access to only certain Knowledge
Bases and Article Groups.
Registration Options comprise the following types:
•
•
•
•
No registration
Registration required
Secure Portal
Personalized Portal
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Figure 178 Security and Access Options Main Page
You can select the Keep session alive option for the Portal to keep sessions alive indefinitely. By default,
the Keep Session Alive option is not selected for a Portal, and the Session Timeout warning is displayed
to the user when the Portal session times out.
Note
The Keep Session Alive option is available only for Portals designed using Portal
Style #4. Turning this feature on may have a negative impact on Portal Style #4
Portals on an Application server as each session that is started never ends until the
end user closes the browser and the session is terminated by IIS. The feature should
be turned on with careful consideration about performance impact and should be
based on business needs.
No Registration
This option enables Portal users to freely access the Knowledge Base portal without requiring a Username,
and password. Any restrictions or Users do not require a username, or a password to log on to the Portal.
They can log on to the Portal without submitting any registration information. The Portal is essentially
open access provided the user has the URL.
To Configure the No Registration Option for a Portal
1. On the Security and Access Options page, select the No registration option in the Registration
Options area.
2. Click Save.
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Registration Required
If the Registration Required option is enabled, Users are required to submit information before logging
on to the Portal. You can configure the form to be filled up by the User. The information submitted by the
User is sent as an email message to the email ID configured. After the User submits the form, the User
will be allowed into the Portal. There is no administrative oversight of this process.
Example
You can gather information about the location of the visitors to your Web site.
Create a field called Location in the form to be submitted by the User.
To Configure the Registration Required Option for a Portal
1. On the Security and Access Options page, select the Registration required option in the
Registration Options area.
2. Click Manage Fields. The Manage fields page is displayed.
Figure 179 Manage Fields Page
3. Type the name for the New Field, and click Add. The field is displayed in the Data Fields area.
4. Click Save, and add more fields.
- OR Click Finished.
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5. Click Save on the Registration Options page.
Note
•
•
You can modify the order in which the fields are displayed.
Additional fields are not stored in the KB database, and cannot be reported.
•
Click
to delete a field.
Caution
This Portal is not secure. There is no assurance that a user will submit a valid email
address. They are only required to fill data into the fields before they submit the form
and are granted access to the Portal.
Widget Management
The Widget Management section enables you to configure the display of widgets in various tabs on the
Portal. Each widget on the Portal is designed to display specific information that may be useful to the
Portal user.
Note
The Widget Management feature is not available for Portals that have been created
using Portal Style 1, Portal Style 2, or Portal Style3.
On the Portal Modules page, click Configure in the Widget Management section. The Widget
Management page is displayed.
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Portal Management
Figure 180 Widget Management Page
The following table describes the options available on the Widget Management page:
Options
Descriptions
AdManager
Select this option to display the AdManager widget in the Search
Results page on the Portal.
The AdManager widget displays active Advertisements available
on the Portal.
All KB Search
Select this option to display the All KB Search widget in the
Home tab on the Portal.
The All KB Search widget enables the customer to search for
Articles on the Portal.
Note: You can edit the Title, Content, and Button Text displayed
in the Widget.
Select the All KB Search option, and click the
icon that is
displayed. The Edit Widget page is displayed. Change the Title,
Content Text, and Button Text as required, and click Save.
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Options
Descriptions
Articles Viewed
Select this option to display the Articles Viewed widget in the
Article Search Results page on the Portal. The Articles Viewed
widget lists the most recent Articles viewed during a user session.
Note: You can customize the name of the widget. Select the
Articles Viewed option, and click the
icon that is displayed.
The Edit Widget page is displayed. Change the title of the Widget
as required. and click Save.
Chat Escalation
Select this option to display the Chat Escalation widget in the
Home tab on the Portal.
This Widget can be used for seamless escalation of users from Self
Service to Assisted Service. This is a custom Widget in that the
content presented is completely under the Administrator’s control.
Note: You can customize the name of the widget, and specify
regular text or HTML commands to generate the content to be
displayed in the Widget. Select the Chat Escalation option, and
click the
icon that is displayed. The Edit Widget page is
displayed. Change the title of the Widget as required, and in the
Enter Custom Script field, specify the content to be displayed in
the widget. Click Save.
Custom Message
Select this option to display the Custom Message widget in the
Home tab on the portal.
This widget enables you to configure a custom message that you
want to display on the Portal.
Note: You can edit the Title, and the message to be displayed in
the widget on the Portal.
Select the Custom Message option, and click the
icon that is
displayed. The Edit Widget page is displayed. Change the Title,
and Custom Message as required, and click Save.
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Options
Descriptions
Hot Topics
Select this option to display the Hot Topics widget in the Home
page on the portal.
The Hot Topics widget lists the most viewed Articles on the
Portal. The Portal user can click an Article link listed in the widget
to view its content.
Note: You can customize the name of the widget, and configure the
number of Articles to be listed in the widget and the date range for
the Articles to be listed.
To edit the Hot Topics widget, carry out the following steps:
1. Select the Hot Topics option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, specify the title you want to configure for the
widget.
3. In the Number of days list, select the date range for the
Articles to be listed in the widget. For example, to list Hot
Topics of only the last 20 days, merely select 20 from the list.
4. In the Number of Topics displayed list, select the number of
Articles to be listed in the widget.
5. Click Save.
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Options
Descriptions
Latest Articles
Select this option to display the Latest Articles widget in the
Home tab on the Portal.
You can configure the Latest Articles widget to list only the newly
created Articles available on the Portal or to list both the newly
created Articles and most recent Articles available on the Portal.
The Portal user can click an Article link listed in the widget to
view its content.
Note: You can customize the name of the widget, and configure the
number of Articles to be listed in the widget and the date range for
the Articles to be listed.
To edit the Latest Articles widget, carry out the following steps:
1. Select the Latest Articles option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, specify the title you want to configure for the
widget.
3. In the Number Items list, select the number of Articles to be
listed in the widget.
4. In the Date Range list, select the date range for the Articles to
be listed in the widget. For example, to list Latest Articles of
only the last 20 days, merely select 20 from the list.
5. In the Filter By list, select the First Published Version option
for the Widget on the Portal to list only the newly created
Articles available on the Portal.
- Or Select the Latest Published Version option for the Widget on
the Portal to list both the newly created Articles and the most
recent Articles available on the Portal.
6. Click Save.
Most Active Forums
Select this option to display the Most Active Forums widget in
the Forums tab on the Portal.
The Most Active Forums widget lists the most active Forum
Threads, and displays the number of Posts for each listed Thread.
Note: You can customize the name of the widget. Select the Most
Active Forums option, and click the
icon that is displayed.
The Edit Widget page is displayed. Change the title of the widget
as required, and click Save.
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Options
Descriptions
Most Recent Wikis
Select this option to display the Most Recent Wikis widget in the
Wiki tab on the Portal.
The Most Recent Wikis widget lists the most recent Wiki Articles
created on the Portal.
Note: You can customize the name of the widget. Select the Most
Recent Wikis option, and click the
icon that is displayed. The
Edit Widget page is displayed. Change the title of the widget as
required and click Save.
Portal Feedback
Select this option to display the Portal Feedback widget in the
Home tab on the Portal.
The Portal Feedback link in the Portal Feedback widget enables
the Portal users to provide feedback about their experience on the
Portal.
When the Portal User clicks the Portal Feedback link, the
Knowledge Base Site Feedback page is displayed. The Portal User
can provide feedback and also, give suggestions on how to
improve the Portal.
Note: You can edit the Title, Content, and Button Text displayed
in the Widget.
Select the Portal Feedback option, and click the
icon that is
displayed. The Edit Widget page is displayed. Change the Title,
Content Text, and Button Text as required, and click Save.
Recent Searches
Select this option to display the Recent Searches widget in the
Article Search Results page on the Portal.
The Recent Searches widget displays the most recent search
strings used in a user session.
Note: You can customize the name of the widget. Select the
Recent Searches option, and click the
icon that is displayed.
The Edit Widget page is displayed. Change the title of the Widget
as required and click Save.
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Options
Descriptions
Tag Cloud
Select this option to display the Tag Cloud widget in the Wikis tab
on the Portal.
The Tag Cloud widget lists the top tags applied to Wikis on the
Portal.
Note: You can customize the name of the widget, and configure the
number of tags to be listed in the widget and the date range for the
tags to be listed.
To edit the Tag Cloud widget, carry out the following steps:
1. Select the Tag Cloud option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, specify the title you want to configure for the
widget.
3. In the Number Items list, select the number of tags to be listed
in the widget.
4. In the Date Range list, select the date range for the tags to be
listed in the widget. For example, to list Tags from only the last
20 days, merely select 20 from the list.
5. Click Save.
Top FAQs
Select this option to display the Top FAQs widget in the Home tab
on the Portal.
The Top FAQs widget lists the top Frequently Asked Questions
(FAQs) on the Portal as measured by times viewed.
Note: You can customize the name of the widget, and configure the
number of FAQs to be listed in the widget and the date range for
the FAQs to be listed.
To edit the Top FAQs widget, carry out the following steps:
1. Select the Top FAQs option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, specify the title you want to configure for the
widget.
3. In the Number Items list, select the number of FAQs to be
listed in the widget.
4. In the Date Range list, select the date range for the FAQs to be
listed in the widget. For example, to list Top FAQs of only the
last 20 days, merely select 20 from the list.
5. Click Save.
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Options
Descriptions
Top Searches
Select this option to display the Top Searches widget in the Home
tab on the Portal.
The Top Searches widget lists the top searches for the Portal as
measured by the number of times a string is submitted.
Note: You can customize the name of the widget, and configure the
number of top search strings to be listed in the widget and the date
range for the top search strings to be listed.
To edit the Top Searches widget, carry out the following steps:
1. Select the Top Searches option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, specify the title you want to configure for the
widget.
3. In the Number Items list, select the number of top search
strings to be listed in the widget.
4. In the Date Range list, select the date range for the top search
strings to be listed in the widget. For example, to list Top
Searches of only the last 20 days, merely select 20 from the list.
5. Click Save.
Top Rated Threads
Select this option to display the Top Rated Threads widget in the
Forum tab on the Portal.
The Top Rated Threads widget on the Portal lists the top rated
Forum Threads as measured by average Post ratings.
Note: You can customize the name of the widget. Select the Top
Rated Threads option, and click the
icon that is displayed.
The Edit Widget page is displayed. Change the title of the widget
as required and click Save.
Top Rated Wikis
Select this option to display the Top Rated Wikis widget in the
Wiki tab on the Portal.
The Top Rated Wikis widget on the Portal lists the top rated Wiki
Articles as measured by average Wiki ratings.
Note: You can customize the name of the widget. Select the Top
Rated Wikis option, and click the
icon that is displayed. The
Edit Widget page is displayed. Change the title of the widget as
required and click Save.
Top Viewed Wikis
Select this option to display the Top Viewed Wikis widget in the
Wiki tab on the portal.
The Top Viewed Wikis widget lists the most viewed Wiki Articles
on the Portal.
Note: You can customize the name of the widget. Select the Top
Viewed Wikis option, and click the
icon that is displayed. The
Edit Widget page is displayed. Change the title of the widget as
required and click Save.
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Options
Descriptions
Contribute to KB
Select this option to display the Contribute to KB widget in the
Home page on the Portal.
The Contribute to KB widget enables a Portal User to contribute
to the Knowledgebase, Wikis and Forums on the Portal.
To edit the Contribute to KB widget, carry out the following steps:
1. Select the Contribute to KB option, and click the
is displayed. The Edit Widget page is displayed.
icon that
2. In the Title field, specify the title you want to configure for the
widget.
3. In the Content Text field, specify the text you want to display
in the widget.
4. In the Button Text field, specify the label you want to assign to
the button displayed in the widget.
When the Portal User clicks the Button in the widget, a New
page with Knowledgebase, Forum and Wiki sections is
displayed. You can customize the look and feel of these
sections as required.
5. Click Save.
Contribute to Wiki
Select this option to display the Contribute to Wiki widget in the
Wiki page on the Portal.
This Widget offers users the ability to Write a Wiki. Users will be
required to Login prior to authoring.
To edit the Contribute to Wiki widget, carry out the following
steps:
1. Click the
icon that is displayed to the left of the Contribute
to Wiki option. The Edit Widget page is displayed.
2. In the Title field, specify the title you want to configure for the
widget.
3. In the Content Text field, specify the text you want to display
in the widget.
4. In the Button Text field, specify the label you want to assign to
the button displayed in the widget.
5. Click Save.
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Options
Descriptions
Favorites
Select this option to display the Favorites widget in the Wiki page
on the Portal.
The Favorites widget offers users the ability to track the number of
times the articles have been viewed and lists them for easy access
at any time.
To view the Favorites widget, carry out the following steps:
1. Click the
icon that is displayed to the left of the Favorites
option. The Edit Widget page is displayed.
2. In the Title field, specify the title you want to configure for the
widget.
3. Select a number from the Number of Items drop-down list.
4. Select a number from the date-range drop-down list.
5. Click Save. The specified number is saved.
Select All
Click to select all the widget options on the page.
Deselect All
Click to deselect the widget options selected on the page.
Save
Click to save the changes made on the Widget Management page.
Note
You can hide the title of a Widget just by removing the Title on the Edit Widget page.
To configure the display of widgets for a Portal, carry out the following steps:
1. On the Portal Modules page of a Portal, click Configure in the Widget Management section.
The Widget Management page is displayed.
2. Select the appropriate check box(es) based on the widget(s) you want to display on the Portal.
3. Click the Select All option to select all the widgets on the Widget Management page.
Note
You can click the Deselect All option to deselect the widgets selected on the page.
4. Click Save.The Settings Saved message is displayed.
5. Click OK. The selected widgets are configured to be displayed on the Portal.Secure Portal
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A secure Portal requires the User to log on to the Portal using the login credentials you have provided. You
must create External Users in the External Users section of the Portal tab, and communicate the login
credentials to the appropriate persons.
Example
You create a Portal for your company's technical support department. You
only want support representatives to have access to the Portal. In the
External Users area you create user names and passwords for each support
representative, and communicate the same to each user. Only your technical
support team can access this KB Portal.
The External Users option on the Portal tab enables you to create and modify Portal users for the secure
Portal. For more information about Portal users, see “External Users” on page 358.
To Configure the Secure Portal Option for a Portal
1. On the Security and Access Options page, select the Secure Portal option in the Registration
Options area.
2. Click Manage Fields. The Secure Portal Data Fields page is displayed.
Figure 181 Secure Portal Date Fields Page
3. The Email Address field is mandatory. The username and password will be sent to the User at this
email address.
4. Type the name for the New Field, and click Add. The field is displayed in the Data Field area.
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5. Click Save, and add more fields.
– OR –
Click Finished.
6. Click Save on the Registration Options page.
Notes:
•
•
You can modify the order in which the fields are displayed.
The fields that are stored in the KB database are First Name, Last Name,
Username, Email Address, and Password.
•
•
Click
to delete a field.
You cannot delete the E-mail Address field.
Personalized Portal
A Personalized Portal enables you to control access to the Portal, and also customize the content viewed by
each User. The User must log on to the Portal using the login credentials you have provided. The User will
have access only to those Knowledge Bases and Article Groups to which you have given them access. The
External Users area of KB Portal section in Knowledge Spaces™ Admin Control Panel enables you to
create and modify Portal users. For more information, see “External Users” on page 358.
To Configure a Portal as a Personalized Portal
1. In the Registration Options area on the Security and Access Options page of a Portal, select the
Personalized Portal option. The Entitlement section and Manage fields option are displayed on the
page.
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Figure 182 Security and Access Options Page.
2. Click Manage Fields. The Personalized Portal Data Fields page is displayed.
Figure 183 Personalized Portal Date Fields Page
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3. The Email Address field is mandatory. The username and password will be sent to the User at this Email address.
4. Type the name for the New Field, and click Add. The field is displayed in the Data Field area.
5. Click Save, and add more fields.
– OR –
Click Finished.
6. Click Save on the Registration Options page.
Note:
•
•
You can modify the order in which the fields are displayed.
The only fields that are stored in the KB database are First Name, Last Name,
Username, Email Address, and Password.
•
•
Click
to delete a field.
You cannot delete the E-mail Address field.
Caution
In a Personalized Portal, the Articles that are available in the Portal are those that
belong to an Article Group. In other words, you must ensure that the combination of
Knowledge Bases, Article Group Access, and External Users is correct or the Portal
may potentially "appear" to be empty to a user.
Creating a Host Name
By creating a host name for a Portal, you can create domain names for the Portal, so you do not have to use
the entire Portal URL.
Example
You can add knowledgebase.yourcompany.com as a host name to point to a
Portal, and that would be the Portal URL. You must also create the
appropriate DNS records on your DNS server.
To Create and Manage a Host Name for a Portal
1. On the Computer where Spaces by Moxie™ - Knowledge Spaces™ Customer Portal is installed, click
Start > Programs > Administrative Tools > Internet Services (IIS) Manager.The Internet
Information Services (IIS) Manager page is displayed.
2. Browse to the Customer Portal Website.
3. Right click the Customer Portal website name, and select Properties.
4. The Properties dialog box is displayed. The Web Site tab displays the website information.
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5. Click Advanced. The Advanced Web Site Identification dialog box is displayed.
6. Click Add.The Add/Edit Web Site Identification dialog box is displayed.
7. The IP address of the computer where the Customer Portal is installed is selected in the IP address
field.
8. In the TCP port field, specify the port number used to connect to the Customer Portal.
9. In the Host Header value, specify a friendly URL for the Portal. For example:
“knowledgebase.yourcompany.com”.
10. Click OK.
11. Click OK on the Advanced Web Site Identification page.
12. On the Portal page in Knowledge Spaces™ Admin Control Panel, click the name of the Portal for
which you want to set the Host name.
13. Click Configure in the Security & Access Options section. The Portal Security Options page is
displayed.
14. Click
in the Host Name area. The Host Headers page is displayed.
Figure 184 Host Headers Page
15. Click
. The Add Host Name window is displayed.
Figure 185 Add HostName Dialog Box
16. Enter the Host name for the Portal.
17. Click Save.
18. Reset IIS.
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IP Address Access Restriction
You can determine the IP addresses that can access a particular Portal.
To Select the IP Address that can access a Portal
1. Select the Restrict Portal by IP Address option in the Registration Options area.
2. Click
. The following page is displayed.
Figure 186 Page to Add the IP Address That Can Access a Portal
3. Click
. The New Restriction IP(s) page is displayed.
4. Type the IP address in the IP Address From field.
Note:
The 1st and 2nd octets in the IP Address To field are automatically updated with
values based on the IP Address From range specified.
Figure 187 New Restriction IP(s) Page
5. Specify the required values in the 3rd and 4th octet levels of the IP Address To field based on the IP
Address restriction required.
6. Click Save.
Click Cancel to cancel the operation.
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Managing Portal Snap-Ins
Portal Snap-Ins are functional elements from your Portal that can be embedded either in your Portal, or
within other Portals. Snap-In behavior is controlled by the way your Portal is configured. Each Portal
Snap-In has a unique URL making it very easy to extend the use of KB.
Using these customized Web pages, the Portal Snap-Ins provide an easy way to integrate the Portal
functionality into a web page or intranet, as well as include Portal functionality without using a full Portal
frameset.
The Snap-Ins provide an extremely flexible and functional solution.Whether you need to create a selfservice customer support web site, or you need to capture exact intranet design while integrating the
Knowledge Base Portal technology.
The Portal Snap-In area is accessible from the Portal tab in KB Administrator. After you select your
Portal, click Configure in the Portal Snap-Ins area.
Figure 188 Portal Snap-In Customization Main Page
Customization
The Customization area enables you to upload various images to replace some of the standard icons used
in the Portal Snap-Ins, Click
, and add the new resource from your computer.
Note:
The Customization area is available only for Portals created using Portal Style #1,
Portal Style #2, or Portal Style #3.
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After you access the customization area, you can view a list of the available resources:
•
•
•
•
•
•
default.css
article.gif
bookclosed.gif
bookopen.gif
folderclosed.gif
folderopen.gif
The default style sheet governs the basic style of all the Portal Snap-Ins. Click
content of the default style sheet.
to view the HTML
If you want to upload a new style sheet that governs the design of all your Snap-Ins, click
style sheet, and upload it into the system.
Note
•
•
Any file that you upload to replace the default.css file must have a .css file
extension.
If you want to delete the one you uploaded and return to the default style sheet,
click the Delete icon
to delete the latest version. All the other resources other
than the default.css pertain only to the category browsing Snap-In. The default
icons represent the Knowledge Bases and the Knowledge Base categories that
your Portal users see as they use the category-browsing functionality. If you
•
want to change and upload replacement icons, click
, and upload the new
files from your local system.
You cannot delete the default style sheet and icons, you can only delete ones that
you have uploaded, and then return to the default settings.
Portal Snap-Ins
The following Snap-Ins are available for use and customization:
•
•
•
•
•
•
•
•
•
Search Page and the Search Results Page
Category Browsing
Hot Topics
FAQ Section
Top Ten FAQ Section
Glossary
Automatic Ticket Resolution and ATR Results and Confirmation Pages
Article Display
Login
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•
Registration
Note:
The Category Browse and Article Display SnapIns are available only for Portals
that have been created using Portal Style #1, Portal Style #2, or Portal Style #3.
Figure 189 Customizing the Portal Snap-Ins Page
Customizing the Snap-Ins
To customize the look, feel, and design of the Snap-Ins, click the name of the Snap-In you want to
customize. The page to add the Snap-In code is displayed.
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Figure 190 Sample SnapIn Page
Specify the HTML code in the Header Snap-In HTML, Before Snap-In HTML, and After Snap-In
HTML fields. In these fields, you can enter the content that you want to use in the header, before and after
the Snap-In on the HTML pages that are generated, containing the Portal Snap-In.
Note:
You see a separate FAQ Snap-In for each Knowledge Base you created. However,
the Top Ten FAQ Snap-In displays the overall top ten FAQ of all the Knowledge
Bases, and not the top ten FAQ for individual Knowledge Bases.
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Header Snap-In HTML
The content for the Snap-In header is inserted in the document header section. The content must be any
html content permitted in headers, such as Meta tags, stylesheet links, title tag, or script references.
Note:
There is no error checking. Ensure that the code you enter here gives the desired
effect, especially if you have added scripts or stylesheet links.
The code below shows where the Header content will be inserted:
<!doctype html public "-//w3c//dtd xhtml 1.0 transitional//en" "http://
www.w3.org/tr/xhtml1/dtd/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml">
<head id="ctl00_htmlHead">
<script src="/Content/js/ext/all.js" type="text/javascript"></script>
<script type="text/javascript" src="/content/js/master.js"></script>
<link
rel="stylesheet"
styles.css"/>
type="text/css"
href="/content/css/navy/
Your Header content is inserted here
</head>
<body>
</body>
Before Snap-In HTML
The Before Snap-In HTML content is displayed at the top of the Snap-In. This text area can use any html
tags except the <html>, <body>, or <head> tags
Note
•
•
If you use the <html>, <body>, or <head> tag for Before Snap-In HTML, the tag
will not be stripped and it will break the functionality of the site.
There is no error checking on this content. Ensure that you preview the Snap-In
to check that the content entered hasn't broken the page. Ensure that you use
current html markup practices and properly nest and close all the html tags.
After Snap-In HTML
The After Snap-In HTML content is displayed at the bottom of the Snap-In. Ensure that you properly
format and preview the content in the Snap-In to make sure it works correctly.
To the right of each Snap-In are two links, Go to Snap-In, and Snap-In URL.
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After specifying the SnapIn content, click Go to Snap-In to view the Snap-in, in a new browser window.
Click the Snap-In URL link, to get the URL of the Snap-in. The URL for that particular Snap-In is
displayed in a new browser window. The Snap-In URL is needed to link to or embed the Snap-In in a web
page.
Note
You are not able to go to the Snap-Ins or view the Snap-In URLs for the Search
Results, ATR Search Results, and ATR Confirmation Snap-Ins. These Snap-Ins
are generated from a dynamic process, depending on data entered by the Portal users,
and have no set URLs. However, you can still customize the design for the Snap-In.
Article Display Snap-Ins
You can embed Article Information features within the Article display Snap-In by using the following tags
and javascript functions. For all tags except ID, Title, and Date, use the following code to create your own
custom link to the information item.
Example
For the Print display — <a onclick="return Article_print();" href=""><img
src="/display/4/images/print_Article.gif" border="0" alt="Print"></a>
Article ID
[[id]]
Title
[[title]]
Modified Date
[[modifydate]]
Print
Article_print()
Email
Article_email()
Bookmark
Article_bookmark()
Download
Article_download()
Attachments
Article_attachments()
Feedback
Article feedback()
Subscription
Article_subscribe()
Related Articles
Article_relatedarticles()
Related Links
Article_links()
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Note:
•
•
•
An easy way to add images or other files to the Portal Snap-In page is to use the
Web File Manager. You can upload any file into the Web File Manager, and use
the file location (URL in web file manager) and HTML commands to reference
the file in the Snap-In Customization area.
When you have finished your customization, click Save. Click the Go to SnapIn link on the next page to view the Snap-In that you were customizing.
The Article Display Snap-In is available only for Portals that have been
designed using Portal Style #1, Portal Style #2, or Portal Style #3.
Portal Modules
Knowledge Spaces™ is designed to provide Portal users with a number of search options. The Portal
Modules page lists the Portal tabs, and search options that can be configure for a Portal. You can create a
KB Portal, and configure the tabs and search options to display on a Portal.
You can configure the Category Browsing, FAQ, Solution Finder, Glossary, Automatic Ticket
Resolution (ATR), Forum, Wiki, and RSS features to display on a Portal.
In addition, the Portal Modules page enables you to configure up to seven Optional Tabs for a Portal. You
can use these tabs to configure any integrated functionality that you want to display on a Portal. For
example, you can use an Optional Tab to display the Moxie Software Chat Customer Client when you
integrate the Portal with Moxie Software’s Chat.
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Figure 191 Portal Modules Page for Portals Using Portal Style #1, #2, Or #3.
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Figure 192 Portal Modules Page - Portals Using Portal Style #4
Select the appropriate Portal Module(s) you want to include for a Portal
You can also set the order of Portal Modules to display on a Portal by clicking the Set Order option.
The following table describes the Portal Modules available for Portal Style #1, 2, 3 and 4.
Portal Modules
Available for Portal Style #1,
2 and 3
Available for Portal Style #4
Home Page
Yes
No
Search
Yes
No
Content
No
Yes
Category Browsing
Yes Available with Browse
option
Yes. Available without Browse option
Personalization
Yes
Yes
FAQ
Yes
Yes
Solution Finder
Yes
Yes
Glossary
Yes
Yes
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Available for Portal Style #1,
2 and 3
Available for Portal Style #4
Automatic Ticket
Resolution
Yes
Yes
Forum
Yes
Yes
Splash Screen
Yes
No
Wiki
No
Yes
RSS
No
Yes
Settings
Yes
Yes
Optioon Tabs (1-7)
Yes
Yes
Portal Modules
Configuring Portal Modules
You can customize the display of the Portal by configuring the Portal Modules. This section describes the
Portal Modules and their configuration.
Home Page
The Home page is the first page that displays when a Portal User accesses a Portal. You can customize the
options available on a Portal Home page using the Home Page option.
This option is not available for Portal Style #3.
The Home page is not applicable if you are using Portal Snap-Ins.
To configure the Home Page for a Portal, carry out the following steps:
1. Click Options. The Home Page with the Customization options is displayed.
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Figure 193 Portal Customization Options
The following options are available:
Conceptual Searching Pattern
Option
Description
Advanced Search
The Advanced Search option enables a Portal User to scrutinize the
search by a series of search filters.
In the Portal Customization Options page, select Default to:
Advanced Search option, and then click Save.
Custom Text
The Custom Text option enables you to enter HTML content or text to
be displayed on a Portal Home page.
In the Portal Customization Options page, select Custom Text,
enter the text or HTML content in the text box, and then click Save.
URL
The URL option enables you to enter a URL to be displayed on a Portal
Home page. When a Portal User clicks on the URL, the content of URL
is displayed.
In the Portal Customization Options page, select URL option, enter
the URL and then click Save.
The Knowledge Spaces™ Search system uses Conceptual pattern matching search which enables a Portal
user to search for content that is related by meaning, and ranked by relevance to the search criteria.
When a Portal user searches for Articles, the Conceptual searching in Knowledge Spaces™ takes into
account the context in which the search terms appear and matches the concepts rather than simply finding
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the actual text strings. The conceptual searching in Knowledge Spaces™ reduces the number of false hits,
and increases the number of relevant results by returning Articles that contain the concept.
Content
The content option enables you to configure Search options for a Portal. In the Portal Modules page, click
Search Options, the Search Settings page is displayed.
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Figure 194 Portal Search Options Page Displayed for Portals Using Portal Style #1, #2, or #3
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Figure 195 Portal Search Page Displayed for Portals Using Portal Style #4
The Default Home Page Search area on the Portal Search page lists various search functions that you can
configure for the Portal. Portal users can use these search functions to refine a search operation. From the
Default Home Page Search area, select the Search options that you want to provide to the users on the
Portal.
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The following table describes the options available in the Default Home Page Search area:
Option
Description
Default Search Type
The Default Search Type provides a list of search types that can be used
by Portal users to search for Articles.
From the Default Search Type list, select the search type that will be
available by default on a Portal.
For example, select All Words as the search type. When a user accesses
the Portal and performs a search. The Articles are displayed based on the
All Words search type.
The following search types are available for selection:
•
Reference Word: You can assign reference words to an Article.
When a Portal user types a reference word to search an Articles, the
Articles associated with the specified reference word are displayed.
•
All Words: The 'All Words' search type utilizes the Boolean search
operator 'AND'.
For example, When a Portal User searches for the phrase 'network
engineer'. The search results display the Articles with both words
'network' and 'engineer'.
•
Any Word: The 'Any Words' search type utilizes the Boolean search
operator 'OR'.
For example, When a Portal User searches for the phrase 'network
engineer'. The search results display Articles that contain 'network'
OR 'engineer'.
•
Boolean: The Boolean search type uses the Boolean operator "Or" to
search for Articles.
For example: When a Portal user searches for "domain controller"
the search will return all Articles containing any of the two words.
•
Exact Match Keyword: You can assign Exact Match Keywords to
an Article.
For Example: when a Portal user types an exact keyword to search
for Articles, the Articles associated with the specified keyword are
displayed.
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Option
Description
•
Exact Phrase: You can assign Exact Phrase as the default search
type for a Portal.
When a Portal user types an exact phrase to search for Articles, the
Articles that exactly match the phrase searched for, including order
of words and spaces in between are displayed.
For example, when a Portal user searches for “network engineer”,
results will contain only those Articles that have
“network(space)engineer” within.
This search is useful when you have an exact error message to look
for, and Articles containing the exact error message exist.
This search example will not return Articles that include the separate
words 'network' or 'engineer'. This search also does not support
stemming (i.e. 'network engineers', 'networks engineering', etc.)
•
Natural Language: The Natural Language Query search enables a
Portal user to search for Articles by specifying a search query in the
form of a sentence, or question. The search results displays the
Articles by picking the important words and phrases in the search
query.
For example, when a Portal user performs a Natural Language Query
search by specifying the search query as “What is state of the art in
text retrieval?”, the system picks up state art, text, and retrieval as
the important words to search for Articles.
Enhanced Numeric
Search
You can enable Numeric Search for a Portal.
Enhanced Numeric Search provides an option to perform numeric search
in a Portal. When a Portal User performs Numeric Search in a Portal, the
Articles matching with the Numeric ID are displayed on the Search
results page. If there is no Article matching exactly the Numeric ID
entered, the relevant Articles are displayed. For more information about
the options available in the Numeric Search Options page, see
“Enhanced Numeric Search” on page 228.
Select the Enhanced Numeric Search option to enable Numeric Search
for a portal.
Advanced Search Link
Enabled
You can enable Advanced Search for a Portal. The Advanced Search is
displayed in the Portal as a link. When a Portal User clicks the
Advanced Search link, the Advanced Search Options page with a
number of enhanced search options are displayed. When a Portal User
performs search using this option, it displays more precise search
queries and results.
For more information about the options available in the Advanced
Search Options page, see “Advanced Search Options Page” on
page 229.
Note: Click
adjacent to the Advanced Search Link Enabled
option to specify a new label for the option.
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Option
Description
Custom Search Button
You can configure a new label for the default Search button displayed on
various pages on the Portal. Select the check box adjacent to the Custom
Search Button Enabled option to display the custom Search button on
the Portal.
To configure a new label for the Search button, carry out the following
steps:
1. Click
adjacent to the Custom Search Button option. The
Customize window is displayed.
2. In the New Label field, type a new label for the Search button and
click Save.
Spell Check Enabled
You can enable the Spell Check Enabled option for a Portal, to perform
a second search automatically on the Portal.
When a Portal user performs a search, if there are no Articles matching
the specified search term, a second search is automatically performed
based on the first spell check term suggested by the Search Engine
integrated with Knowledge Spaces™, and the search results are
displayed on the Portal.
For example, if a Portal user searches for Articles using the tst search
term, and there are no Articles associated with the search term, the
Search Engine integrated with Knowledge Spaces™ does a spell check
and suggests similar search terms that can be used to search. For the
term tst, the Search Engine may suggest search terms such as test,
tested, etc. Knowledge Spaces™ will automatically pick up the test
search term suggested by the Search Engine, searches for the Articles,
and displays the search results on the Portal.
Note: In the Spell Check Dictionary page of the Administration page,
you can specify the ignored words for which the search engine will not
suggest words.
CommunityClues
You can configure the Auto Recommend feature for a Portal. When a
Portal User enters a search term in the search box, the similar search
terms used by the other Portal Users are displayed on the Portal.The user
can select the required search term from the list to perform the search.
Note: The recent search terms that are displayed on the Portal depend on
the frequency of the Scheduled task for Community Clues on each of the
Portal Application servers.
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Option
Description
Synonym Engine
Enabled
You can enable a Portal to perform conceptual search..Select the
Synonym Engine Enabled option to include Article results that contain
words conceptually similar to the search term's synonyms, or the search
terms in the search query specified by the Portal user.
For example, "cat” and "feline" are conceptually the same, therefore
you can enter them both as part of the same synonym engine entry.
To enter new synonyms, enter related terms in one of the new synonyms
fields, placing a comma between each unique term. Also, it is not
necessary to create reciprocal relationships. By placing all related words
in the same field as shown below, Knowledge Spaces will treat all words
as if they mean the same.
Examples:
•
LCD, Liquid Crystal Display, Monitor, Screen, Display.
•
UN, United Nations
Note: You can add the Synonyms to be associated with a word from the
Synonym Engine page of the Administration tab. After creating, editing,
or deleting a Synonym or Ignored Word, the following steps must be
performed for the changes to be effective:
1. From the Administration tab, click Search Engine
Administration. The Search Engine Administration page is
displayed.
2. In the Clear Search Engine Content section, select All from the
drop-down list.
3. Click the Clear button and wait for the Search Engine to finish reindexing.
When the above steps are performed, Search will be unavailable until
the documents are re-indexed into the Search Engine. Hence, carry out
these additional steps when Search can be temporarily unavailable.
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Option
Description
Search Cloud
You can configure a Portal to display Search Clouds on the Portal for
Top Daily Searches, Top Weekly Searches, and Top Favorite
Articles by selecting the Search Cloud option.
When you enable Search Cloud for a Portal, the Portal Search Home
page displays the Top Daily Searches and Top Weekly Searches areas
listing the search terms associated with the top searched for Articles for
the day, and the top searched for Articles for the week respectively. The
Search Home page also displays the Top Favorite Articles area listing
the Articles marked as Favorite by the users on the Portal.
When you enable Search Cloud option for a Portal, the Number of
Search Terms list is displayed. This list enables you to select the
maximum number of search terms to be displayed in the Search Clouds
for top searches on the Portal. You can set the number of search terms to
be displayed as 5, 10, 15, 20, 25, or 30.
Note:
Search Using
•
The Articles listed in the Top Favorites area are different from the
Articles listed in the Hot Topics area on the Search Home page. The
Top Favorites Articles are marked by the Portal users as their
favorites while the Hot Topics area lists the most viewed Articles.
•
This option is available only for Portals that have been designed
using Portal Style #1, Portal Style #2, and Portal Style #3.
You can configure a Search Using list with a set of search types to be
displayed on the Portal. The available search types are: All Words, Any
Word, Boolean, Exact Match Keyword, Exact Phrase, Reference Word,
and Natural Language. From the Search Using list, a Portal user can
select a search type to perform the search operation.
For example, if you select the All Words, Any Word, and Boolean
search types to be available in the Search Using list on the Portal, a
Portal user can select any of these search types for the search operation.
Note:
•
You can also customize the labels for the Search Using button, and
the search types by using the
•
button adjacent to each option.
This list is available only for Portals that have been designed using
Portal Style #1, Portal Style #2, and Portal Style #3.
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Option
Description
Search Sources
You can configure a Search Sources list with a set of Knowledge Bases
to be displayed on the Portal. A Portal User can search for Articles by
selecting an appropriate Knowledge Base within which the search must
be performed.
To configure a Search Sources list with Knowledge Bases to be
displayed on the Portal, carry out the following steps:
1. Select the Knowledge Base option. The Knowledge Bases included
are listed for selection on the Portal.
2. Select the Knowledge Base(s) to be available in the Search within
list.
Note: To customize the Search Sources button label, click
to the button.
Remote Site Search
adjacent
You can configure a list of Web sites that the Portal can access, and
index in addition to searching standard Knowledge Base content. The
Remote Site Search is only available for Website (HTML) content.
To configure a list with websites to be displayed on the Portal, carry out
the following steps:
1. Select the Remote Site Search option. The websites created in the
Remote Site Search page of the Portal tab area are listed for
selection.
2. Select the Web sites to be available in the Remote Site Search list.
Note:
Remote FileSystem
Search
•
Remote Search is a licensed feature, and can be purchased from
Knowledge Spaces™ separately as an add-on module.
•
The Remote Site Search feature performs best when indexing
static HTML Web sites. Sites with scripting can be indexed,
however indexing cannot distinguish between words in content
and words in script and therefore search results might contain
results other than pure content.
You can configure a list of File Systems that the Portals can index in
addition to the standard Knowledge Base content.
To configure a list of File Systems to be displayed on the Portal, carry
out the following steps:
1. Select the Remote File System Search option. The File systems
created in the Remote Files Search page of the Portal tab area are
displayed for selection.
2. Select the File Systems to be available in the Remote File System
Search list.
Note:
Remote File System Search is a licensed feature, and can be purchased
from Knowledge Spaces™ separately as an add-on module.
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Option
Description
Remote DataBase
Search
You can configure a list of external Databases that the Portals can spider
and index in addition to the standard Knowledge Spaces content.
To configure a list of Remote Databases to be displayed on the Portal,
carry out the following steps:
1. Select the Remote DataBase Search option. The databases created
in the Remote DB Search page of the Portal tab area are listed for
selection.
2. Select the databases to be available in the Remote DataBase Search
list.
Note:
Article Attributes
•
Remote DataBase Search is a licensed feature, and can be purchased
from Knowledge Spaces™ separately as an add-on module.
•
This list is available only for Portals that have been designed using
Portal Style #1, Portal Style #2, and Portal Style #3.
You can configure the Portal to display various Article Attribute lists. A
Portal user can refine a search for Articles by selecting an Attribute from
an Article Attribute list. The search results page displays the Articles
associated with the selected Article Attribute.
To configure an Article Attribute list, carry out the following steps:
1. Select the Article Attribute option within the Default Home Page
Search area. The Article Attribute lists created in Knowledge
Spaces™ Admin Control Panel are displayed for selection.
2. Select the Article Attribute list to be available on the Portal.
The Search Results area on the Portal Search page provides various options to customize the Search
Results page displayed on the Portal. When a Portal user searches for Articles by selecting available
options on the Search Home page, the Articles are searched for, and listed on the Search Results page. The
information displayed on the Search Results page depends on the options you have configured in the
Search Results area of the Portal Search page.
From the Search Results area, select the required options based on how you want the information to be
displayed on the Portal’s Search Results page.
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The following table describes the options available in the Search Results area of the Portal Search page:
Option
Description
Advanced Functions
Knowledge Spaces™ provides advanced functions that you can enable for a
Portal.
The Advanced Functions available are:
•
Progressive Search: You can enable a Portal to perform a search within a set
of search results, the Articles are searched for and listed on the Portal Search
Results page. The user can further refine the results by performing additional
search operations against the current results. This is efficient for retrieving an
exact search result on the Portal.
•
Suggested Searches: You can enable a Portal to perform Suggested Search.
When a Portal User performs search on the Portal, the Search Results
displays the Articles and also Knowledge Spaces™ suggests links to other
search topics related to User’s search criteria.
•
Auto Recommended: You can enable a Portal to perform Auto
Recommended search. When a Portal User performs search on the Portal, the
Knowledge Spaces displays hyperlinks between Articles based on the
conceptual understanding of the Article content and the user’s query. When
the User views the content of an Article, the links to the Recommended
Articles are displayed on the Article content page.
You can set the number of Recommended Articles to be displayed for an
Article. Select the Auto Recommended option, and from the Set Number of
Articles list displayed, select the number of Recommended Articles to be
displayed for an Article. The available options are 1, 2, 3, 4, and 5.
Note: You can also customize the labels of the Advanced Functions, by using
the
•
button adjacent to each function.
Pinned Articles: You can enable a Portal to perform Pinned Article search,
when a Portal User searches for Articles by using the All Words, Any
Words, Exact Phrase, or Natural Language search type and the search
string specified by the user matches a Pinned Articles Term, the Articles
pinned to the Term are listed at the top of the Portal Search Results page. The
Pinned Articles are listed on the Portal regardless of whether they are found
by the search engine. Each Pinned Article listed on the Portal will display the
Article's title and the Manual Summary if associated with the Article.
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Option
Description
Include Results From
You can enable a Portal to perform search in the other modules.
You can configure Knowledge Spaces to search other modules as well and
display results on the Portal Search Results page.
Note:
The Include Results From section is available only for Portals that have been
designed using Portal Style #1, Portal Style #2, or Portal Style #3.
You can enable a Portal to perform Frequently Asked Questions (FAQs) based
search. You can also set the maximum number of FAQs that can be displayed on
the Search Results page. This number ranges from 1 to 5.
When a Portal user performs a search, the Articles that match the search query
are listed in the Article Search Results area, and the FAQs that match the search
query are listed in the FAQ Search Results area on the Search Results page.
You can enable a Portal to perform Solution Finder based search. You can set
the maximum number of Solution Finders that can be displayed on the Search
Results page. This number ranges from 1 to 5
When a Portal user performs a search operation, the Articles that match the
search query are displayed in the Article Search Results area, and the Solution
Finders that match the search query are displayed in the Solution Finder Search
Results area on the Search Results page.
You can enable a Portal to perform Glossaries based search. You can set the
maximum number of Glossaries that match the search query and can be displayed
on the Search Results page. This number ranges from 1 to 5.
When a Portal user performs a search operation, the Articles that match the
search query are displayed in the Article Search Results area, and the Glossaries
that match the search query are displayed in the Glossary Search Results area
on the Search Results page.
You can enable a Portal to perform Upsell Campaigns based search.The Upsell
Campaigns are the advertisements. You can set the maximum number of
advertisements that match the search query to be displayed on the Search
Results page.
When a Portal user performs a search operation, the Articles that match the
search query are displayed in the Article Search Results area, and the
Advertisements that match the search query are displayed in the Advertisement
Search Results area on the Search Results page.
You can enable a Portal to perform Forum based search. Forums are the
discussion threads, you can set the maximum number of discussion threads that
can be displayed on the Search Results page.
When a Portal user searches for Articles, the Articles that match the search query
are displayed in the Article Search Results area, and the discussion threads that
match the search query are listed in the Forum Search Results area on the
Search Results page.
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Option
Description
Search Filters
•
The Search Filters section on the Search page of a Portal Style #1, #2, and #3
Portal enables you to configure various Search filters to be listed on the
Search Results page of the Portal. The Search filters enable the Portal users to
refine the search operation. The Portal Users can select the required filters to
search for specific Articles from the Articles listed on the Search Results
page.
The Search filters that you can configure to be listed on the Portal are:
Article Attribute: Select this option to display the Article Attribute filter on
the Search Results page of the Portal. The Article Attribute filter lists the
Article Attribute lists that you have configured to be available on the Portal.
Article File Type: Select this option to display the Article File Type filter on
the Search Results page of the Portal. The Article File Type filter lists the
File types that are added in the System Settings page of the Administration
tab. A Portal user can select a file type to search for Articles of the selected
file type.
Article Size: Select this option to display the Article Size filter on the Search
Results page of the Portal. The Article Size filter on the Portal lists various
file sizes for selection. A Portal user can select a file size to search for
Articles of the selected file size from the Articles listed on the Search Results
page. The file size options available for selection are Any, <50K, <100K,
<200K, <500K, and <1MB.
Category: Select this option to display the Category filter on the Search
Results page of the Portal.
Date Created/Modified: Select this option to display the Date filter on the
Search Results page of the Portal. The Date filter enables a Portal User to
search for Articles created on a specific date, or Articles modified on a
specific date.
Knowledge Base: Select this option to display the Knowledge Base filter on
the Search Results page of the Portal. The Knowledge Base filter on the
Portal lists the Knowledge Bases that you have configured for the Portal.
Note:
You can also customize the labels of the Search filters, by using the
button adjacent to each Search filter.
•
The Search Filters section on the Search Options page of a Portal Style #4
Portal enables you to configure the display of the Refine All Results pane on
the Portal. If the Show All Filters option in the Search Filters section is
enabled for a Portal, the Refine All Results pane is displayed on the Search
Results page of the Portal.
In addition, the Expand All Filter option in the Search Filters section
enables you to configure the display of the Search Filter widgets expanded or
collapsed in the Refine All Results pane. If the Expand All Filter option is
enabled, the Search Filter widgets are expanded and displayed in the Refine
All Results pane of the Portal.
The Portal user can further manually expand or collapse a widget by using the
, or
button respectively in a widget.
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Option
Description
Display Options
The Display Options enable you to configure the way you want the search results
to be displayed on the Portal Search Results page.
You can configure the following Display Options for a Portal are:
•
Total Results: This option enables you to set the total number of search
results that can be displayed on the Search Results page. You can specify the
number of results to be 5, 10, 25, 50, 75, 100, 150, or 200.
•
Results Per Page: This option enables you to set a limit for the number of
search results that can be displayed in a page. You can set the results per page
to be 5, 10, 15, 20, 25, 50, 75, 100, 125, 150, 175, or 200.
•
Default Sort Option: This option enables you to set the default sort option
based on which the Articles are sorted, and listed on the Search Results page.
The Sort Options available are:
Automatic
Summarization
•
Relevance - The Articles listed on the Portal Search Results page are
sorted by Relevance to the user’s search query.
•
Modified Date - The Articles listed on the Portal Search Results page are
sorted based on when each listed Article was last modified.
•
Article Rating - The Articles listed on the Portal Search Results page are
sorted based on the rating given by the Portal users to the Articles.
•
Article Title - The Articles listed on the Portal Search Results page are
sorted in the alphabetical order of the Article Title.
You can enable a Portal to display a summary for each of the Articles displayed
on the Portal Search Results page.When you enable Automatic Summarization
for the Portal, the Display Summary By list is displayed to enable you to
configure the type of synopsis to be displayed for the Articles on the Portal.
The following options are available in the Display Summary By list:
•
Context - Select this option to display the most relevant content within the
Article as the synopsis on the Portal.
•
Quick - Select this option to display the first ‘n’ number of characters in the
Article content as the synopsis on the Portal. n is the maximum number of
characters you have configured to be displayed for an Article on the Portal.
•
Manual - Select this option to display a User specified synopsis for the
Article on the Portal.
Note: If the Manual option is selected for a Portal, when a Portal user
performs a search, the Articles are listed on the Search Results page with
User specified summaries. Summaries generated by Knowledge Spaces™ are
displayed for Articles that do not include User specified summaries.
When you enable Automatic Summarization for the Portal, the Set Max Length
list is displayed to enable you to select the maximum length for the Article
Summary. You can limit the length of the Article Summary to be 50, 100, 150,
200, or 250 characters.
Note: If the Automatic Summarization option is enabled, the Show
Summaries option is displayed next to the list of Articles on the Portal.
The Portal user can select this checkbox to view the synopsis of the Articles.
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Option
Description
Display Filter
You can enable a Portal to display the Search Filters pane on the Article Search
Results page. Additionally, the Show Filters checkbox is displayed next to the
Search Filters pane on the Portal. The Portal user can select the Show Filters
option to view the Search Filter pane on the Portal.
Note: This option is available only for Portals created using Portal Style #1,
Portal Style #2, or Portal Style #3.
Article ID
You can enable a Portal to display the Article ID of the Articles displayed on the
Portal Search Results page.
Article Attribute
You can enable a Portal to display the Article Attribute(s) with the Articles
displayed on the Portal Search Results page. If there are Attributes associated to
an Article, the Attributes are displayed with the Article on the Portal Search
Results page.
Article File Type
You can enable a Portal to display the File Type details for the Articles displayed
on the Portal Search Results page.
Article Size
You can enable a Portal to display the File size details for each of the Articles
displayed on the Portal Search Results page.
Date Created/Modified
You can enable a Portal to display the date created, or modified details for each of
the Articles displayed on the Portal Search Results page.
Knowledge Base
You can enable a Portal to display the Knowledge Base(s) and the associated
Articles on the Portal Search Results page.
Relevance
You can enable a Portal to display the relevance of the Articles listed on the
Search Results page.
Recent Articles
You can enable a Portal to display the titles of the last five Articles searched for,
and viewed by users on the Portal.
Note: This option is available for Portals that have created using Portal Style #1,
Portal Style #2, or Portal Style #3.
Recent Searches
You can enable a Portal to display the search queries of the last five searches on
the Portal Search Results page.
Note: This option is available for Portals created using Portal Style #1, Portal
Style #2, or Portal Style #3.
Remote Site Search
You can configure a list of Web sites that the Portal can access, and index in
addition to searching standard Knowledge Base content.
Select this option to display the list of web sites from which the Articles are
searched for, and listed on the Search Results page.
Note: This option is available Portals created using Portal Style #1, Portal Style
#2, or Portal Style #3.
Icon Extension
You can enable a Portal to display the File Extension icons associated with the
Articles listed on the Portal Article Search Results page.
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Option
Description
Highlight Search
If the Highlight Search option is enabled, the keywords, and phrases entered by
the Portal users are highlighted within the Articles when a user clicks through,
and views the Article. The user has the option of removing the highlighting from
the Article view.
Note:
This option is available for Portals created using Portal Style #1, Portal Style
#2, or Portal Style #3. The search words get highlighted in articles formatted and
saved as HTML files, as well as MS Word and Excel source files converted to
HTML. Search words in other document formats, or other formats converted to
HTML do not get highlighted.
Enhanced Numeric Search
A Portal User can search for an Article using a Numeric ID. The Numeric ID search option enables the
Portal user to search for Articles.
The Numeric ID Search option is available as Enhanced Numeric ID, search setting option on the Search
Settings page of Knowledge Spaces™ Admin Control Panel. When an Administrator selects the Enhanced
Numeric ID option, the Enhanced Numeric ID Search is enabled for a Portal. Enhanced Numeric ID
option is available for the Portals created using Portal Style#4.
Figure 196 Enhanced Numeric Search for Portal Style #4
The search results are displayed based on the Numeric ID entered. It enables the user to quickly search
for an Article. If the Numeric ID entered by the user does not match the Article ID, the relevant results
are displayed.
Editing the Display Labels in Numeric Search Page
You can edit the display labels that are displayed on the Portal page.
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To edit the display labels, carry out the following steps:
1. On the Portal Modules page of Knowledge Spaces™ Admin Control Panel, select Search Options,
and click
button. The Edit the Display Labels to be Used When a Numeric Match is Found
page is displayed.
Figure 197 Enhanced Numeric Search Page-Editing Display Labels
Option
Description
Tab
This is the name of the tab displayed in the
Numeric Search Results page on a Portal, when a
Portal user performs Numeric Search. You can
edit this, and enter a name of your choice for the
tab.
Alert Statement
This is an alert statement displayed when a
Portal User performs Numeric ID search on a
portal. You can edit this and enter a statement of
your choice.
2. Edit the tab name for the tab in the Tab field.
3. Edit the Alert Statement.
4. Click Save to save the changes
Advanced Search Options Page
A KB Portal user can work with the Advanced Search link to locate KB Articles that match the search
query. The Advanced Search options enables the user to fine tune the search mechanism to view the
required KB Article(s). The Advanced Search option is available as a link on the Portal Search page.
When the user clicks the link, the Advanced Search Options page is displayed.
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Figure 198 Advanced Search Options Page For Portals Using Portal Style #1, #2, #3
KB Articles displayed as a result of the search operation are based on configurations in the Advanced
Search Options page. The following table describes the options available to the user in the Advanced
Search Options page:
Option
Description
Search
Enables a Portal User to perform String based search on the Portal. When a Portal
user type a string, the Articles are displayed based on the string entered.The User
can select one of the following options:
•
All Words: KB Articles displayed as a result of selecting this option will
include all the words of the search string. For example, consider a scenario
where the Portal user searches for the phrase 'network engineer'. The search
will yield results with all Articles that have the words 'network' and
'engineer'.
•
Any Word: KB Articles displayed as a result of selecting this option will
include any word the user types in the Search field. The 'Any Words' search
keyword utilizes the Boolean search type 'OR'. For example,
a user
searches for the phrase 'network engineer'. The search will yield results with
all Articles that contain 'network' OR 'engineer' within them. The search type
looks for at least one of the words contained in any of the Articles.
Note: When the Any Word option is selected, the user can click the Wild Card
check box. This enables the user to specify the * (asterisk) wild card character in
the Search field.
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Option
Description
To use the wild card search, a user can suffix a word with an asterisk (*) to
get words in the pattern of the search keyword(s) entered. For example,
comp* will return computer, comparison, and company.
•
Boolean: When this option is selected, the Custom Boolean Query option is
displayed in place of the Search option. The user can specify the search
query in the Custom Boolean Query field.
In addition, the following fields are displayed:
•
All these words: In this field, the user can specify the important words
from the search query. KB Articles with all the words specified in this
field are searched for and listed.
•
Any of these words: In this field, the user can specify the important
words from the search query. KB Articles with any word specified in this
field are searched for and listed.
•
Not these words: In this field, the user can specify the words from the
search query that have to be ignored during the search operation. KB
Article(s) that do not include the specified words are searched for and
listed.
Note:
The User must enter text correctly in the above fields. For example, incorrect
results will be displayed if the user specifies the word Support in the All
these words, and in the Not these words fields.
Where your
keywords show up
File Format
•
Exact Match Keyword: The KB Articles displayed as a result of selecting
this option will include exact text specified in the Search field.The User can
click the Case Sensitive option to list KB Article(s) in which the text matches
the case of the search string.
•
Exact Phrase: The KB Article(s) displayed as a result of selecting this option
will include the exact phrase specified in the Search field. The User can
click the Case Sensitive option to list KB Article(s) in which the text matches
the case of the search string.
•
Natural Language: The KB Article(s) displayed as a result of selecting
option will include important keywords from the search sentence are
searched for, and displayed.
Enables the User to specify the area in the KB Article(s) where the typed search
string must be located. The User can select one of the following options:
•
Article Content only: KB Articles displayed by selecting this option will
display only the content in which the search string is available.
•
Article Title Only: KB Articles displayed by selecting this option will
display only the Article title in which the search string is available.
•
Anywhere in the page: KB Articles displayed by selecting this option will
display the content of the Article or the title of the Article in which the search
string is available.
The File Format area lists the file types added in the System Settings page of the
Administration tab. A user can select the required file types to search for Articles
of the selected file type.
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Option
Description
File Size
The user can select one of the following options to search for Articles of a
specific File Size:
Article Date Type
•
Any
•
<50K
•
<100K
•
<200K
•
<500K
•
>1MB
•
For the options <50 through <500K, KB Article(s) whose size does not
exceed the selected option are displayed.
•
For the >1MB option, only those KB Article(s) whose size exceeds 1 MB are
displayed
When the user clicks the Use Date check box, the following options are
displayed:
•
Created: The user must specify a date range in the From, and To date
controls.
KB Article(s) created in the specified range will be searched for and listed.
•
Modified: The user must specify a date range in the From, and To date
controls.
KB Article(s) modified in the specified range will be searched for and listed.
Note: In the To control the user cannot specify a date that is prior the date in the
From control.
Results per page
Enables the user to set the number of KB Article(s) to be displayed per page. The
user can select from the value 10, through 100, in intervals of 5.
Note:
If the count of KB Article(s) exceeds the page size, additional KB Article(s) are
displayed on subsequent pages.
Sort By
The User can select KB Article(s) to be displayed based on one of the following
options:
•
Relevance
•
Article Title
•
Rating
•
Modified Date
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Figure 199 Advanced Search Page For Portals Using Portal Style #4
When the user has completed defining the search options, the user must click the Search to perform the
search operation.
Note:
For information about the Advanced Search Page in Portals using Portal Style #4,
see Spaces by Moxie TM Knowledge Spaces TM 9.4Portal User Guide.
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Category Browsing
When you enable Category Browsing, your Knowledge Bases and categories appear in the left pane. The
Portal users can browse to an Article belonging to the category..
Note:
You can order your Articles in the categories from the Category Management area of
the Content tab in Knowledge Spaces™ Admin Control Panel.
If you disable Category Browsing, the search tools do not display Category
Browsing in the Portal.
Hot Topics
You can provide a quick link above the Category Browsing area, called Hot Topics. When users click Hot
Topics link, the most viewed Articles are displayed.
To enable or customize the Category Browsing feature, click Browse Options.
To add the Hot Topics feature to your Portal, Select Most Popular Articles option. You can also set the
number of Articles to display using the menu.
Click Save after making the required selection.
.
Note:
The Browse Options feature is available only for Portals designed using Portal
Style #1, Portal Style #2, or Portal Style #3.
Uncategorized Articles
You can also enable/disable the option to display Knowledge Spaces Articles which are not Categorized.
These Articles are displayed when a Knowledge Base has been selected, prior to selecting a Category. You
also have the option to select how many Uncategorized Articles will display.
Configuring the Personalization Tab for a Portal
For a Secure, or Personalized Portal, you can configure the display of the Personalization tab on the Portal
with information about the Favorite Articles, Last Searched Articles, and Last Viewed Articles of the
External User logged on to the Portal.
Note:
This feature is available for the Portals created using Portal Style #1, Portal Style #2, or
Portal Style #3.
To configure the Personalization tab for a Portal, carry out the following steps:
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1. On the Portal Modules page of the Portal, select the Personalization option, and click the
Personalize Options link. The Top Personalization page is displayed.
Figure 200 Top Personalization Page
2. Select the required options based on the information you want to display to the External User on the
Personalization page of the Portal.
• If you select the My Article Favorite option, the My Favorite Articles area on the Portal
Personalization page displays a list of Favorite Articles of the logged on External User.
• If you select the My Last Search option, the My Last Searches area on the Portal Personalization
page displays the search terms associated with the Articles last searched for by the logged on
External User.
• If you select the My Last Article View option, the My Latest Articles Viewed area on the Portal
Personalization page displays a list of the latest Articles viewed by the logged on External User.
3. Click Save.
4. Click Save on the Portal Modules page.
The following figure shows the Personalization page on the Portal with the My Favorite Articles, My
Latest Articles Viewed, and My Last Searches areas:
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Figure 201 Personalization Page on The Portal
FAQ - Advanced FAQ Settings
The FAQ settings enable you to enable, and disable the Top Ten FAQ listing. Click FAQ Options to view
the Advanced FAQ Settings section.
Figure 202 FAQ Settings Page
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In the FAQ Display Option area, you can select one of five choices to display the FAQ in the Portal. The
choices are based on the Categories that you created in the FAQ Management area of your administrative
Portal. You can choose to list FAQ without Categories, with Categories, just the FAQ Categories alone, and
display the FAQ when the User clicks the Category names. You can choose to display the FAQ in one or
two vertical columns.
The Top Ten FAQ setting is a dynamically generated list of the ten most popular FAQs. When Knowledge
Base users click on an FAQ in the Portal, the FAQ will move up in the list. The Top Ten FAQ list always
displays the ten most requested FAQ and is updated immediately, whenever an FAQ is clicked. You can
view hit statistics on all of your FAQs in the FAQ Reports area in the Reports module.
After configuring FAQ settings, click Save. You can cancel the operation at any time by clicking the
Cancel button.
Note:
The List only the FAQ categories in 1 vertical columns, the List only the FAQ
categories in 2 vertical column, and Enable Top 10 FAQs options are not available
for Portals using Portal Style #4.
Solution Finder Option- Solution Finder Access
When you click the Solution Finder Options link on the Portal modules page, you can determine which of
your Solution Finders can be accessed through this KB Portal.
You can choose which Portals can access which Solution Finders.
Select the check box in the Include column next to the Solution Finders to enable the Portal to access these
Solution Finders. When users access the Solution Finder using this Portal, they can only search and view
the Solution Finders, including the choices and Articles within the Solution Finders that you select in this
section.
Example
•
•
You have setup two Portals one for the billing department, and one for
the shipping department. You have two Solution Finders, one to help with
importing a customer into the billing system, and one for shipping a
package by UPS.
When you are configuring the billing department Portal, limit the access
to the billing Solution Finder only when you are configuring the shipping
department's Portal, limit the access to the UPS Solution Finder only.
When the users logs on to the Portal, the user will have access to the
appropriate Solution Finder that applies to the job.
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Notes:
•
•
If there is an Article in a Solution Finder that is accessible through a Portal, and
that Article is housed in a Knowledge Base that is not accessible through the
Portal, that specific Article will not be displayed in the Solution Finder.
For more information about Solution Finders, see “Solution Finder” on
page 134.
Glossary Option
The Glossary Options area lists the Glossaries defined in the Glossary option from the Content tab. You
can select the Glossary or Glossaries you want to associate with a particular Portal. For more information,
see “Glossary” on page 148.
Automatic Ticket Resolution
The Automatic Ticket Resolution (ATR) module provides a way to answer customer questions before the
customer sends a question or opens a ticket by email.
Using the ATR, the customers can fill a form, enter their question or problem, and submit the request.
Knowledge Spaces checks the question, and automatically provides a list of answers to the question. At
that point, the customer can indicate that the issue has been resolved, or the customer can proceed with
submitting the question. If the customer chooses to proceed with the question submission, the fields and
the question are sent as an email message to the email address of your choice.
Using the ATR
You can configure the ATR from the Portal Modules area. After you select the Portal, you can add the ATR
by checking the check box to the left of Automatic Ticket Resolution, then by clicking Save at the
bottom right of the Portal Modules page. The ATR is added as a tab, like the FAQ or Solution Finder on
the Portal.
Adding and Configuring ATR Tab
1. Select the Portal tab.
The existing Portals are displayed.
2. Click the required Portal name link.
3. In the Portal Modules area, click Configure.
The existing Portal Modules are displayed.
4. Select the Automatic Ticket Resolution option.
Configure the ATR Tab Text.
You can configure the text to be displayed in the ATR tab. To do so:
5. Click the
next to the Automatic Ticket Resolution Portal module.
The Edit Automatic Ticket Resolution window is displayed.
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Figure 203 Edit Automatic Ticket Resolution Window
6. In the Title field, enter the title of the ATR tab. Common titles can be ‘Ask a Question’, or ‘Open a
Ticket’.
7. In the Submission Text field, enter the text to display as a heading in the ATR tab form.
8. In the Results Text field, enter the text to be displayed in the form as an instruction to the Portal user
when the KB Articles are retrieved and listed in the ATR tab.
9. In the Confirmation Text field, enter the confirmation text to be displayed after the Portal user has
submitted a form in the ATR tab.
10. Click Save.The information is saved, and the Edit Automatic Ticket Resolution window is closed.
Note
You can also use HTML markup text while configuring the ATR tab fields.
Configure the ATR Tab Options
You can configure E-mail settings, data fields, and file upload ATR options. To do so:
11. Click the ATR Options link in the Portal Modules page. The Automatic Ticket Resolution Settings
page is displayed.
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Figure 204 ATR Settings Page
12. In the Email Address field, enter the E-mail address or E-mail addresses where you want the visitor’s
request or question to be sent (for example, support@yourcompany.com). Multiple addresses must be
separated with a comma (,).
13. In the E-mail Subject field, enter the text that must be displayed in the subject line of the email
requests (for example, Support Question from Customer Portal).
14. In the Selectable “To” Email Addresses area, click
15. Click
.
.The New Email Address page is displayed.
Figure 205 New Email Address Page
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You can add a list of Email addresses from which a Portal visitor can select an Email address to which
the request must be sent. Thus the request can be sent to the primary Email address specified in the
Email Address field, and the Email address that the Portal visitor selects in the form.
i. In the Name field, enter the name of the person, department, or mailbox to which the Email
address belongs. This is a mandatory field.
ii. In the Email address field, enter a valid email address. This is a mandatory field.
iii. Click Save.
The New Email Address details are saved, and the Email address is displayed on the page. The names
that you create here are displayed in the To Email: list in the form. on the Portal.
16. Click the Back button.
17. Click Save.
The Automatic Ticket Resolution tab is displayed next to the Glossary tab when a visitor logs on to KB
Customer Portal.
In addition, visitors can use the ATR tab to fill a form and submit queries.
Configuring Data Fields for the ATR Tab
In the Data Fields area, you can create, and modify fields that visitors are required to fill before submitting
a ticket or question. You can also specify the fields that are mandatory, and set the order in which the fields
must be displayed in the form.
By default, the E-mail Address data field is available in the form that is displayed to Portal visitors. The Email Address data field is displayed in the Data Fields area, and is marked as Required. You can change
this setting, and add more fields.
When a visitor fills the fields and submits a request or question, relevant KB Articles that answer the
question are listed, and the visitor is provided with the option of resolving the issue, or continuing with the
submission. If the visitor chooses to continue with the submission, the request is sent to the incoming email
address(es) specified in the ATR tab configuration.
Creating Data Fields
You can create additional data fields to be displayed in the ATR tab.
To Create a Data Field
1. In the Portal Modules page, click the ATR Options link.
The Automatic Ticket Resolution Settings page is displayed.
2. In the Data Fields area, click
The Data Field page is displayed.
.
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Figure 206 Data Field Page
3. In the New Field field, enter a unique name.
4. From the Field Type list, select one of the following types:
• Open Text Field - Enables you to create a field whose value can be a combination of letters and
digits.
• Dropdown Selection - Enables you to create a list with multiple values from which the visitor can
select a value.
5. Click the Add button.
The new field is displayed along with the existing data fields.
Setting Values for Data Fields
You can set values for a Dropdown Selection type of data field. For example, you can create North, South,
East, and West as values for the Zone data field, to enable Portal visitors to select the Zone.
To Specify Values for a Dropdown Selection Type of Data Field
1. In the Portal Modules page, click the ATR Options link.
The Automatic Ticket Resolution Settings page is displayed.
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Figure 207 ATR Settings Page
2. In the Data Fields area, click
The Data Field page is displayed.
.
Figure 208 Data Field Page
3. From the Field Type list box, select Dropdown Selection.
4. In the Edit Values column for the required Dropdown Selection type of data field, click
The Data Field Values page is displayed.
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Figure 209 Date Field Values Page
5. In the New Value field, enter a value.
6. Click Add.
The new value is displayed in the Data Field Values list.
Repeat Steps 4 and 5 to add all the relevant values to be displayed in the values list for the selected
data field.
Set the Order of Values
7. Using the Order lists, specify an order in which the selection should appear.
8. Click Save.
9. Click OK.
Note
After setting the values for the Dropdown Selection Type of data field, click Back to
continue working with other data fields.
Ordering Data Fields
You can change the order in which data fields are displayed in the ATR tab.
To Reorder Data Fields listed in the ATR Tab
1. In the Portal Modules page, click the ATR Options link.
The Automatic Ticket Resolution Settings page is displayed.
2. In the Data Fields area, click
.
The Data Field page is displayed.
3. Using the Order lists, select a number for every data field.
The field order is set, and the data fields are listed in the specified order in the ATR tab.
Required Data Fields
You can set any of the data fields as Required, to ensure that portal users do not submit a form without
entering required data.
To Set Data Fields as Required in the ATR Tab
1. In the Data Fields area of the Automatic Ticket Resolution Settings page, click
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The Data Field page is displayed.
2. In the Required column, click the check box for every data field you want to set as required.
A Portal user can submit a form only after entering details for all the data fields marked as Required.
Note:
You cannot directly modify the value(s) of a data field. To modify the value(s) of a
data field, you need to first delete the data field, and then create a new data field with
the required value(s).
Deleting Data Fields
You can delete a data field. To do so:
1. In the Data Fields area of the Automatic Ticket Resolution Settings page, click
The Data Field page is displayed.
.
2. Click
in the row of the data field you want to delete.
3. You are prompted to confirm the deletion of the data field.
4. Click Save.
The data field is deleted, and is no longer displayed in the ATR tab.
Enabling Portal Visitors to Upload Files
You can enable a Portal user to upload files as attachments. The Portal User can upload a documents.
By default, the File Upload option is disabled. When this option is enabled, the File field and the Browse
button are displayed in the ATR tab to enable visitors to attach files.
To Enable the File Upload Option
1. On the Automatic Ticket Resolution Settings page, click
Upload page is displayed.
Figure 210 File Upload Page
2. Select the Enable file upload option.
3. Click Save.
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Integrating Knowledge Spaces™ With the Email Channel
Integrating Knowledge Spaces™ with the Email channel of an external application enables you to deploy
forms to be used by visitors to Spaces by Moxie™ - Knowledge Spaces™ Customer Portal. You can
configure the fields to be displayed on a form, and the email IDs to which a form from a visitor must be
submitted. When a visitor fills details and submits a form, relevant KB Articles are retrieved and displayed
to the visitor, with an option to continue with the submission of the form. If the visitor is not satisfied with
the KB Articles that have been retrieved, the visitor can choose to send the form. The data submitted in the
form is encoded in XML, and then included in the body of an E-mail. This E-mail is sent to the address(es)
configured for the purpose, using mapping defined between the ATR data fields, which are the fields
defined for the form, and the fields in the external application. This mapping must be defined in a
configuration file..
Note
Contact Moxie Software™ Support for information about integrating the E-mail
channel with Knowledge Spaces™.
Integrating Knowledge Spaces™ With the Chat Channel
You can integrate the Chat channel of an external application with Knowledge Spaces™. The Chat users
in the external application can work with KB Articles during Chat sessions with visitors to Spaces by
Moxie™ - Knowledge Spaces™ Customer Portal. You can use one of the Optional Tabs displayed on the
Portal modules page for Chat channel integration.
Note:
Contact Moxie Software™ Support for information about integrating the Chat
channel with Knowledge Spaces™.
Portal Splash Screen
The Portal Splash Screen is a popup browser window that appears when a user accesses a KB Portal. The
splash screen can be enabled or disabled by portal and each portal can be configured with a unique splash
screen. For example, you can use the splash screen to inform the Users about updates.
Note:
This feature is available for the Portals created using Portal Style #1, Portal Style
#2, or Portal Style #3.
To enable the splash screen, select Splash Screen in the Portal Modules area, and click Save.
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Splash Screen Content
To create the content of the splash screen, click
to the left of the Splash screen name on the Portal
Modules page. You can modify the size of the splash screen browser window and create the content of the
splash screen. Use the Height and Width boxes to set the size of the browser window of the splash screen.
In the content area, enter the content that you want to display in the splash screen.
You can use standard HTML commands and code to create the text and content of the splash screen.
You can also add an image from the attachment library to place in the splash screen.
Use the following code: [[image:<attachment ID>]]
Where <attachment ID> is from the attachment library, for example: [[image:100]]
Tip:
An easier way to add images or other files to appear in the splash screen is to use the
Web File Manager. You can upload any file into the Web File Manager and use the
file location (URL in Web File Manager) and HTML commands to reference the file
in the splash screen. For more information about uploading files into the Web File
Manager see “Manager” on page 113.
Click Save.
Forum
Forum is a discussion tool that provides an open and searchable repository of shared Knowledge, and
experience.Forums consist of Categories, Forums, and Topics.The Forum option on the Portal Modules
page provides the ability to enable or disable the Forum feature for the Portal.
Note
•
•
•
•
Forum is a licensed feature, and can be purchased from Moxie Software™ as a
separate module.
The functionality of Forums has been changed for the Portals created using
Portal Style #4. However the Forum functionality has not changed for Portals
designed using Portal #1, Portal #2, or Portal #3.
For information about Forums in Portals designed using Portal Style #1, Portal
Style #2, or Portal style #3, see “Forum Feature in Portals Designed Using
Portal Style #1, #2, or #3” on page 247.
For information about Forums in Portals designed using Portal Style #4, see
“Forum Feature in Portals Designed Using Portal Style #4” on page 251.
Forum Feature in Portals Designed Using Portal Style #1, #2, or #3
With appropriate rights, Internal Users have the ability to create new Categories, and Forums for use in a
Portal.
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Using the Forum tab on the KB Portal, External Users can search, read, and post within the Forum area,
contributing to and benefiting from the Forum experience. Forums are Portal specific and are created,
configured, and maintained in Forum Options on the Portal Modules page within the Portal tab.
Forums can be organized at a high level into categories. Categories are completely within your control.
Categories might mirror products, marketing channels, or technical disciplines.
Some of the examples for categories are:
•
•
•
Active Server Pages (ASP)
Hyper Text Markup Language (HTML)
SQL (Structured Query Language)
Categories are file cabinets where in you want to group related topics. In the example above, various
Forums might exist for ASP. A Forum generally represents a single discussion thread within the topic.
Creating a New Forum
You can create new Forums for the External Users to use during the discussions.
1. Select the Portal tab. The existing Portals are displayed.
2. Click the required Portal name link.
3. In the Portal Modules area, click Configure.
The existing Portal Modules are displayed.
4. Select the Forum Options link. The Forum Categories page is displayed.
Figure 211 Categories Page
5. Click
. The New Category page is displayed.
Figure 212 New Category Page
6. Type a category name in the Category field.
7. Click Save.
8. Click on the category name link. The Forum page is displayed.
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Figure 213 Forum Page
9. Click
.The New Forum page is displayed.
Figure 214 New Forum Page
10.
11.
12.
13.
Type the name for the forum in the Name field.
Type the description for the forum in the Description field.
Designate the Type of Forum, either General, Locked, or Alert.
Click Save.
Note:
On the Portal Modules page for a Portal, select the Forum checkbox and click
Save.
Using Forums
Searching and reading forums are accomplished through the Portal interface on the Forum tab.
The External users have the ability to browse Forum topics, or use the search feature which will return all
relevant posts.
By selecting a post, users receive the original post and all subsequent replies in chronological order.
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Contributing to Forums
Contribution to Forums requires External users to be registered in the Knowledgebase system.
Registration is already in place for users of Secure or Personalized Portals. For No Registration Portals,
however, users must provide minimal information before being routed to the posting area.
Note:
•
•
The Knowledgebase application does not provide mechanisms for authenticating
External users in a non-registered Portal. To ensure External users are authorized
and that Forums and Posts are traceable to their origins, Secure Portals are
recommended.
After an External user has signed in or registered, the user should follow these
steps to contribute to the Forum.
Creating a New Topic
1. On the KB Portal, select the Forum tab.
2. Browse to or search for a Forum.
3. Click on the Topic Name link. The New Topic page displayed,
4.
click
. The Forum Login page is displayed.
Figure 215 Forum Login Page
5. Enter the Username, Password and click Login. The Forum New Topic page is displayed.
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Figure 216 Forum New Topic Page
6. Type a topic name in the Topic Title field.
7. Select the type that best describes the Topic. Choices are:
• General
• Information
• Preferred
• Idea
• Warning
8. Click Post Topic.
Contribute to an Existing Topic
1.
2.
3.
•
•
•
On the KB Portal, select the Forum tab.
Browse to or search for a Forum.
Select an existing Topic.
Select New Post to add comments to the topic.
Select Reply to post a comment to a specific existing post.
Select Quote to post a comment to a specific existing post that includes the content from the original
post.
Note:
An External User can delete posts from the Forums only if the necessary permission
is given for the User in the KB Administrator.
Forum Feature in Portals Designed Using Portal Style #4
Forum in Moxie Software Customer Portal is a discussion tool that provides an open and searchable
repository of shared Knowledge, and experience. The objective of Forums is to provide an area where
users can interact with questions, answers, and discussions on a given topic.
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A Forum consists of a tree like directory structure containing at the lowest end threads, and inside them
posts. Forums are updated by a group known as contributors, and moderated by a group known as
moderators. Forums consist of Forum Categories, Forum Threads, and Posts. The Portal users with
appropriate rights have the ability to manage, and contribute to the Forums on the Portal
Using the Forum tab on the Portal, Portal Users can search for Forums, view, create and edit Forum Posts
on the Portal.
Note:
An External User with the Manage Forums permission can manage the Forums on
the Portal.
For more information about Forums in Portals designed using Portal Style #4, see
Spaces by Moxie™ - Knowledge Spaces™ 9.4Customer Portal Guide.
The Forum option on the Portal Modules page provides the ability to enable or disable the Forum feature
for the Portal. Select the Forum option, and click the Forum Options link to enable Community login
request for the Portal, and define the fields for the information you want from the Community user, when
the user requests access to the Portal to manage community content, Wikis and Forums.
Wikis
The Wiki feature in Knowledge Spaces™ provides an ability to articulate about a topic for the Community
users on the Portal. The Community Users with necessary permissions can create, edit and manage Wiki
content without logging on to Knowledge Spaces™ Admin Control Panel, or without an Internal User’s
account. The Wikis on the Portal are more like Articles, but do not require Workflows. The Community
Users with necessary permissions can search for the Wikis available on the Portal, configure the Wiki
templates that must be available for the Portal, configure the Wiki visibility properties for the Portal,
suspend or restore users from posting Wiki Articles on the Portal, configure a Wiki Tag Cloud for the
Portal, lock, unlock, or delete Wikis on the Portal.
Note
•
•
•
Wiki is a licensed feature, and can be purchased from Moxie Software™
separately as an add-on module.
The Wiki feature is not available for Portals that have been designed using
Portal Style #1, Portal Style #2, or Portal Style #3.
For more information about Wikis in Portals designed using Portal Style #4, see
Moxie SoftwareTM Knowledge Spaces 9.4Customer Portal User’s Guide.
The Wiki option on the Portal Modules page provides the ability to enable or disable the Wiki feature for
the Portal. Select the Wiki option, and click the Wiki Options link to enable Community login request for
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the Portal, and define the fields for the information you want from the Community user, when the user
requests access to the Portal to manage community content, Wikis and Forums.
Note:
Click
Portal.
next to the Wiki option to specify a new name for the Wiki tab on the
Enabling Community Login Request for the Portal
1. In the Portal Modules page, click the Wiki Options or the Forum Options link. The following page
is displayed.
Figure 217 Enabling Community Login Request
2. In the Request Email Address field, enter the email address to which the Community Login request
must be submitted.
3. Select the Enabled user request account for community option. The Data Field area is displayed on
the page.
In the Data Fields area, you can create, and modify fields that the Community Users are required to
fill before submitting the Login request. You can also specify the fields that are mandatory, and set the
order in which the fields must be displayed in the form.
By default, the E-mail Address, First Name, and Last Name data fields are available in the form that
is displayed to Community users. The default data fields are marked as Required and cannot be
deleted. You can add more fields to the page and set the order in which the fields must be displayed.
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Figure 218 Configuring the Data Fields for Community Login Request Form
4.
5.
6.
7.
To add New Fields
In the New Field field, specify a unique name for the field.
Click the Add. The new field is displayed along with the existing data fields.
Repeat Steps 4 and 5 to add all the fields you want to configure for the Login request form.
Using the Order lists, select a number for every data field. The field order is set, and the data fields
are listed in the specified order on the Login request form.
Note:
You can click
in the row of the Data field you want to delete. You are prompted to
confirm the deletion of the data field.
8. Click Save.
RSS
Real Simple Syndication, commonly known as RSS, is a family of web feed formats used to publish
frequently updated works in a standardized format. An RSS document which is called a "feed" or "web
feed" includes full or summarized text, and metadata such as publishing date and, authorship. RSS Feeds
benefit publishers by letting them syndicate content automatically. They benefit Portal Users who want to
subscribe to timely updates from preferred Web Sites.
There will be a new website for RSS Feeds. When a Portal User subscribe for RSS Feeds, a new website
opens. This is to avoid the load on the Customer Portal by Portal Users who are subscribing for RSS or
updates
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The RSS option on the Portal Modules page provides the ability to enable or disable the RSS feature for
the Portal.
Note
•
•
•
RSS is a licensed feature, and can be purchased from Moxie Software™
separately as an add-on module.
The RSS feature is not available for Portals created using Portal Style #1,
Portal Style #2, or Portal Style #3.
For more information about RSS in Portals designed using Portal Style #4, see
Spaces by MoxieTM Knowledge Spaces 9.4Customer Portal Guide.
Settings
The Settings option enables External users to reset their password. When this option is configured in
Knowledge Spaces™ Admin Control Panel, External users can reset their passwords when they log on to
secure and personalized Portals, and Portal Snap-Ins.
Custom Tab Settings
You can add seven custom tabs to the KB Portal. These tabs are completely customizable. You can change
the name of the tab and create any type of content for these sections that you want your users to see.
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Figure 219 Custom Tab Settings Page
To Create Custom Tabs
1. In the Title field, type the name of the custom tab. This name appears on the tab in the KB Portal.
2. In the Content field, type the content of the tab.
Note
•
•
•
You can use regular text or HTML commands to generate the content. You can
embed images by referencing your image or file name from the Web File
Manager.
When your users click on the custom tab in the Portal, the content you added to
the area is displayed.
You may also use HTML <iframe> or <meta> tags to embed other web pages of
site.
3. Click Save. The title and content are saved.
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Portal Customization
You use the Portal Customization area to create the look and feel of your Portal to match your web site or
your company’s branding requirements. The portal can be customized to match any HTML page or
content.
From the Portal Customization area, you can create the Portal color scheme, embed your logo and images
into the Portal, create Portal text, and HTML tags.
You can also set configurations for the Portal display, such as language options, Article information, and
Portal style.
Note:
For more complete and flexible Portal customization options, be sure to also evaluate
the customization possibilities that are available by using the Portal Snap-Ins,
available in the Portal tab in KB Administrator.
Figure 220 Portal Home Page
You can customize your Portal by clicking Configure in the Portal Customization section of the Portal
Home page.
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Figure 221 Portal Customization Page for Portals Designed Using Portal Styles #1, #2, #3
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Figure 222 Portal Customization Page for Portals Designed Using Portal #4
Portal Homepage Layout
You can configure the display of following Modules on the Homepage of a Portal:
•
•
•
•
Hot Topics
Latest Article
Top 10 FAQ
Custom Message
Note:
The Portal Homepage Layout section is available only for Portals created using
Portal #1, Portal#2, or Portal #3.
The Portal Home page also provides options to configure the number of Articles to be listed in the Hot
Topics, and Latest Articles areas on the Portal. It also includes options to configure the date range for the
Articles to be listed in the Hot Topics area and the Latest Articles area on the Portal. For example, you
can configure that only the Articles maximum viewed by the Portal users for the last 20 days must be listed
in the Hot Topics area on the Portal Home page
Note
By default, 10 Articles are listed in the Hot Topics, and Latest Articles areas on the
Portal.
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To configure the Filters for Hot Topics and Latest Articles on a Portal, carry out the following steps:
1. In the Portal Customization page of a Portal, click Edit within the Portal Homepage layout area. The
Homepage Layout page is displayed.
Figure 223 Portal Home Page Layout Page
2. From the lists displayed in the Number of Items column, select the numbers for the maximum
number of Articles that must be listed in the Hot Topics area, and the maximum number of Articles
that must be listed in the Latest Articles area on the Portal.
3. From the lists displayed in the Date Range (Days) column, select the date range for the Articles that
must be listed in the Hot Topics area, and the date range for the Articles that must be listed in the
Latest Articles area. For example, you can select the Date Range as 20 for Hot Topics to list the
Articles maximum viewed by the Portal users in the last 20 days in the Hot Topics area on the Portal.
4. Click Save to save the configuration.
Portal Language
You can display the Portal text (search options, tabs, etc.) in a variety of languages. Click Edit to change
the language display. You can choose from:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Chinese (Simplified)
Chinese (Traditional)
Danish
Dutch
English
French
German
Italian
Japanese
Korean
Optional Language 1
Optional Language 2
Polish
Portuguese
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•
•
•
•
Russian
Spanish
Swedish
Turkish
Select the radio button for each language you want, and click Save.
Note
•
•
The list of languages displayed for selection depends on the KB license you have
purchased.
You can use the Optional Language 1 or Optional Language 2 option to
customize your Portal in a different language other than the language listed on
the Portal Language customization page.
For example, you can use the Optional Language 1 option to customize your
Portal to be available in the French Canadian language. To do so:
i. Create a Portal by selecting the Optional Language 1 language option.
ii. Open the opt1.xml file located in the <SystemDrive>:\Program
Files\KnowledgeBase.Net\Knowledgebase\applicationprogram\ini\lang
uages path on the computer where you have installed Knowledge Spaces™.
iii. Replace the English strings with the corresponding translated strings in the
French Canadian language.
iv. Save and close the file.
Article Display
When a Portal user performs a search, the list of Articles matching the search query are displayed. You can
configure the Article display to show the following Article characteristics:
•
•
•
•
•
•
•
•
•
Article Number
Knowledge Base
Modified Date
Rank/Relevance
Article Size
Article File Type
Attributes – Click the Edit link to change the name of the Attributes description text, for example
Document type.
Status Alert –Click the Edit link to edit the status properties – See description below for Status Alert
information
Enable Expand/Collapse for Embedded Articles – Click Enable Expand/Collapse for Embedded
Article to select. The Enable Expand/Collapse for Embedded Articles feature enables Expand and
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Collapse feature for Embedded Articles’ hierarchical tree on the Portal. When a Portal User views the
Embedded Articles can expand and collapse the Embedded Articles’ hierarchical tree.
Note
The Rank/Relevance characteristic is available only for Portals created using Portal
#1, Portal#2, or Portal #3.
Select the check boxes next to the individual features to enable or disable these features.
Status Alert
You can indicate in the Portal, Articles that are recently created or recently updated. The Article indicators
are displayed next to the Articles in the search result listing as new or updated.
To enable the Status Alert, click the check box next to Status Alert in the Display section and click Save.
To configure the settings, click the Edit link next to Status alert. The Status Alert Options window is
displayed.
Figure 224 Status Alert Options Window
Use the check boxes to turn on or off the status alert for both new Articles and updated Articles. You can
use the list boxes to select the day value for how long the new or updated status should appear with the
article after it is created or edited.
Article Information Features
If you want to remove the right frame that displays the article information in the Portal, select Disabled
from the menu to the left of the Article Information heading. If you want to make the article information
frame available when viewing the articles but not show it by default, users must click a button to expand
and load the frame, make sure the window is set to Enabled, and check the box to minimize the article
information when the article loads. This feature is available only with portal style #2.
The individual Article information features that you can enable or disable are:
•
•
•
Print Article
E-mail Article
Bookmark Article
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•
•
•
•
•
•
•
•
•
•
•
Download Article
Article Subscription
External Notes
Edit Article
Rate Article #1 (1-5)
Rate Article #2 (Did this solve your problem?)
Article Suggestion
Suggestion Notification E-mail
Article Categorization
Copy Article Link
Social Media
By default, most of the Article features are made available for all your Portals. To turn off the display for
any of the features, clear the selection of the check box next the features that you want to remove, and click
Save. Use Edit Content and Settings to configure the template and recipients of the suggestion
notification email.
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Figure 225 Article Display Page For Portals Designed Using Portal Styles #1, #2, #3
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Figure 226 Article Display Page For Portals Designed Using Portal Styles #4
Suggestion Notification – Email Recipients
If you have enabled the Suggestion Notification Email in the Article Information Features section of
the Portal customization settings, you can select email recipients to receive an email notification each time
a Portal user submits feedback or suggestions for a certain Article.
To Specify the E-mail Addresses
1. Click
on the Article Information page. The Email Settings page is displayed.
Figure 227 Email Settings Window
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2. Enter the E-mail addresses in the Email Address field.
Note:
Separate each email address with a comma.
3. Click Save.
Article Suggestion Notification – Create/Edit Template
Article Suggestion Notification is the feedback Email sent by a Portal User. Each time when a Portal logs
into the Portal, views an Article can send a feedback.
You can configure the Email message using this option
To Enter the Content of the E-mail message
1. Click
displayed.
on the Article Information page. The Suggestion Email Edit Window is
Figure 228 Suggestion Email Edit Window
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2. Type the text of the email message as you want it to appear when the recipients receive the email
message.
Note
If you want to include the content of the user suggestion, as well as the standard
template text, select the Include the content of the article suggestion with the
message check box.
3. Click Save.
Marking an Article as Favorite
The Article Favorite option in the Article Information page for a Portal enables you to configure the
display of the Add to Favorite link in the Article Information area on the Portal Article Display page.
The Portal User when views an Article on a Portal can mark that Article as favorite and add that Article to
Add to Favorite link on the Portal Article Display page.
The Article is listed in the Top Favorites area on the Portal Search Home page and in the My Favorites
area on the Personalization page of the logged on user.
Note:
When an Article is marked as a favorite, the Article is displayed in the Top
Favorites area only if it ranks as a top favorite across all the users on the Portal. For
example, if there are five Articles that are top favorites of 50 users, 49 users, 48
users, 47 users, and 46 users respectively, when a user adds a new Article as a
favorite, that Article will not be listed in the Top Favorites area until it outranks the
top five Articles.
Note:
The Article Favorite option is available only for Portals created using Portal Style
#1, Portal Style #2, or Portal #3.
After the Portal user marks an Article as a favorite, the Add to Favorites link is changed to the Delete
Favorite link for the Article. The user can click the Delete Favorite link to remove the Article from the
favorites list.
The following figure shows the Add to Favorite link on the Article Display page of a Portal:
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Figure 229 Portal Article Display Page Showing the Add to Favorite Link
The following figure shows the Delete Favorite link on the Article Display page of a Portal:
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Figure 230 Portal Article Display Page Showing the Delete Favorite Link
Article Viewed Information Available on the Portal
The Article Information area on the Article Display page of a Portal includes the information about the
number of times the displayed Article was viewed by users on the Portal.
The following figure shows the Article Viewed information for an Article on the Portal:
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Figure 231 Article Viewed Information Displayed on the Article Display Page
Configuring a Notification Message for 3rd Party Document View on Portal
The Third party document view notification (ext :Microsoft Office,....) option on the Portal Article
Display page enables you to configure the text to be displayed in the Article Display page on the Portal
when a Portal User tries to view a binary document that was imported as an Article into Moxie SoftwareTM
Knowledgebase.
Messaging for 3rd party documents can be handled in three ways:
1. No message is displayed to users when a 3rd party document is selected for viewing. This is the
default state of the feature; it is not enabled by default in the Portal Article Display. page.
2. A default message is displayed to users when a 3rd party document is selected for viewing. The
default message is enabled when the feature is enabled in the Portal Article Display page.
3. A custom message can be created to display to users when a 3rd party document is selected for
viewing. Details for creating the custom message are included below.
i. Click the Edit Content option next to the Third party document view notification (ext
:Microsoft Office,....) option on the Portal Article Display page. The following page is displayed:
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Figure 232 Document View Notification Configuration Page
ii. Select the Default option if you want the default text shown in the window to be displayed on the
Article Display page for a binary document view.
- Or Configure the required text with the style to be displayed on the Article Display page.
iii. Click Save. The Document View configuration is saved.
The following figure shows the default Document View text displayed on the Article Display page
when a Portal User tries to view a word document:
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Figure 233 Document View Notification Text on Portal
Portal Style
You can select one of three portal styles. The portal style defines the portal layouts, portal tab format,
search layouts, and more. To change the Portal style, click Edit in the Portal Style area on the Portal
customization page.
Click Go to Portal to see a preview of the Portal.
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Figure 234 Portal Styles Page
Note
The Portal Style section is displayed on the Portal Customization page only for
Portals created using Portal Style #1, Portal Style #2, or Portal Style #3.
Portal Display
In the main frame of the Portal customization page, there is a picture of a Portal and a number of links
around the Portal. Click any of the links to customize that specific feature.
If you want to work on a different Portal, you can select from the Portal list in the menu on the upper right
of the page.
If you have a Portal that requires user login, click to customize the text that appears on the Portal login
page.
Note
For more complete and flexible Portal customization options, be sure to also evaluate
the customization possibilities that are available by using the Portal Snap-Ins, a
feature that is also available on the Portal tab in KB Administrator.
Feature
Portal Style 1
Portal Style 2
Portal Style 3
Title
X
X
X
Logo
X
X
Color Scheme
X
X
Frame Size
X
X
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Top Text
X
X
Side Text
X
X
Bottom Text
X
HTML Text
X
CSS Style Sheet
X
Portal Title
The Portal Title is in the title bar of the browser window. Click the Title link. The Title page is displayed.
In the Title field, type the name of your Portal, and click Save.
Portal Logo
You can add your company logo to your Portal. Your logo can be uploaded from your local system and
displayed at the top right or the top left of your Portal.
To upload a logo from your local system, click the Browse button in the Portal Logo window. The Choose
File dialog box is displayed. Select a file (.gif or .jpeg) on your computer and click Open. The window
closes saving the location in the text box in the Portal Logo window. The logo feature is only available in
Portal Styles 1, and 2.
Notes:
•
•
•
Use HTML commands in the Top Text window to specify the position of the
logo.
You can also place the Portal logo in web file manager and use HTML to call,
and position in the top text area.
The Portal Logo option is available only for Portals created using Portal Style
#1, Portal Style #2, or Portal Style #3.
Portal Top Text
Use the Top Text window to add and customize the text that appears at the top of your KB Portals.
In the Top Text window, you can type straight text that appears in the Portal or use HTML code to
customize the appearance and location of the text.
Enter the text and/or HTML and click Save. The text appears in the area at the top of the KB Portal.
Notes:
•
•
You can use the Top Text area to move the text and the logo to the right or the
left side of the portal. Use HTML commands to customize the text or logo
location.
The Portal Top Test option is available only for Portals created using Portal
Style #1, Portal Style #2, or Portal Style #3.
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Here are some examples:
text (font:Verdana, bold) on the right:
<div align=right><font face=verdana size=2><b>Welcome to the Portal</
b></font></div>
- simple logo on the right:
<div align=right>[[logo]] </div>
- logo on the left, text (font:Verdana, bold) on the right :
<table width=100%>
<tr>
<td align=left>[[logo]] </td>
<td align=right><font
our Portal</b></font></td>
face=verdana
size=2><b>Welcome
to
</tr>
</table>
- making the logo to a site
<a href=http://www.abc.com target=_blank>[[logo]]</a>
You can also add an image from the attachment library instead of the
logo. Substitute:
[[image:<attachment ID>]]
Where <attachment ID> is from the attachment library, for example:
[[image:100]
]
Tip
An easier way to add images or other files to appear in the Portal customization area
is by using the Web File Manager. You can upload any file into the Web File
Manager and just use the file location (URL in web file manager) and HTML
commands to reference the file in the Portal customization areas.
Portal Side Text
You can add text that appears in the right side of the portal, beneath the Article rating.
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Type the text that you want to add in the Info Bar text window and click Save. The text is saved, and is
displayed in the Portal
Example
If you want to add an email link in the side window, use the HTML
command such as the one below:
Click <a href=mailto:support@abc.com >here</a> to contact us.
Note:
This option is available only for Portals created using Portal Style #1, #2, or #3.
Bottom Page Text
You can add text that appears at the bottom of your KB Portal.
In the Bottom Page text window, type the text you want to appear at the bottom of the Portal, then click
Save.The new text is saved and appears in the bottom of the Portal window..
Example
If you want to add a copyright notice with a link, you can use the HTML
command such as the one below:
<a
href=http://www.abc.com
target=_blank
style=textdecoration:none;>Copyright (c) 2000 - 2009 ABC Corporation..</a>
Note:
The Bottom page text is only available with Portal Style #1.
HTML Text
Using HTML text option you can custmize te appearance and custom functions.
Since Portal Style #3, and Portal Style #4 do not utilize frames, the Knowledge Spaces™ Administrator
can customize the display of the Portal using HTML. The Administrator should know HTML to customize
the header, before and after fields. The feature is similar to the top and side text options explained above.
The HTML header, HTML before and HTML after text boxes are displayed around the search box on the
Portal page.
Click the HTML Text link in the Portal Customization main page to customize the look, feel, and design
of the portal. The page to add the HTML code is displayed.
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Figure 235 Portal HTML Customization Page
Header Portal
The content for the Portal header is inserted in the Header Portal section. The content must be any html
content permitted in headers, such as Meta tags, stylesheet links, or script references.
Note:
There is no error checking. Ensure that the code you have entered gives the desired
effect, especially if you have added scripts or stylesheet links.
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Code showing where you Header content will be inserted
<!doctype html public "-//w3c//dtd xhtml 1.0 transitional//en"
"http://www.w3.org/tr/xhtml1/dtd/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml">
<head id="ctl00_htmlHead">
<script
script>
<script
script>
src="/Content/js/ext/all.js"
type="text/javascript"
<link rel="stylesheet"
styles.css"/>
type="text/javascript"></
src="/content/js/master.js"></
type="text/css"
href="/content/css/navy/
<title>Customer Portal</title>
Your Header content is inserted here
</head>
<body>
</body>
Before Portal
The Before Portal content is displayed at the top of the Portal. This text area can use any html tags except
the <html>, <body>, or <head> tag
Note
•
•
If you use the <html>, <body>, or <head> tag for Before Portal, the tag will not
be stripped and it will break the functionality of the site.
There is no error checking on this content. Ensure that you preview the Portal to
check that the content entered hasn't broken the page. Ensure that you use
current html markup practices and properly nest and close all the html tags.
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After Portal
The After Portal HTML content is displayed at the bottom of the Portal. Ensure that you properly format
and preview the Portal to make sure it works correctly.
Note:
After you configure the Before Portal and After Portal content for the Portal, you can
configure the position of the content on the Portal by setting values for the Portal Top
Bar Height and Portal Bottom Bar Height respectively on the Color Scheme
Template page.
For more information about working with Style Builder, see “Design Elements for
Portals Using Portal Style # 4” on page 282.
Portal Login Page Text
The Settings window enables you to customize the text that your users see on the Login page of a
Registration Required Portal or a Username Required Portal.
Note:
The Portal Login Page Text option is available only for Portals created using Portal
Style #1, #2, or #3.
Login Page Text
In the Login Page text field, type the text you want your users to see on the Portal login page, then click
Save.
Example
If your Portal is a username required Portal, and is intended for use by your
technical support staff, you might specify the following login page text:
Welcome to the Technical Support Knowledge Base.
CSS Style Sheet
You can customize the Search Results page, and Search Landing pages of the Portals designed using
Portal Style #3 and Portal Style #4. To do so, In the Portal Customization area on the Portal
Customization page of the Portal, click the CSS Style Sheet link. The Custom Style Sheet page is
displayed. Customize the pages as required and click Save.
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Portal Style Builder for Portals Using Portal Style #1, #2, #3
The Portal Style Builder for a Portal designed using Portal Style #1, #2, or #3, offers wider color options to
customize the look and feel of the Portal. You can create new Color Scheme templates, and save them as
built in templates for other Internal Users to use when customizing the look and feel of a Portal.
Creating a Portal Color Scheme Template
1. On the Portal Customization page of a Portal, click the Color Scheme link in the Portal Customization
area. The Knowledge Spaces Style Builder page is displayed.
Figure 236 Knowledge Spaces™ Style Builder Page
2. Select Default Template in the Style Template list. This is the template available by default when
you install Spaces by Moxie™ - Knowledge Spaces™.
Note:
You cannot modify the Default Template. However, you can copy the styles from
the Default Template and create a new version of the Template.
3. Select the Clone as new style option. The options to create a new Template that are displayed on the
Knowledge Spaces™Style Builder page.
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Figure 237 Creating a Portal Color Scheme
4.
5.
6.
7.
In the New Style Template Name field, specify a name for the Template.
For each of the options listed in the left on the Knowledgebase Style Builder, select the required colors.
Select the Save as Built-in Style option if you want to save the Template as a Build in Style Template.
Click Save. The new Color Scheme Template is saved.
Setting the Color Scheme for a Portal
To set the Color Scheme for a Portal, carry out the following steps:
1. On the Portal Customization page of the Portal, click the Color Scheme link in the Portal
Customization area. The Knowledge Spaces™ Style Builder page is displayed.
2. From the Style Template list, select the required color template to be used to customize the color of
the options on the Portal.
3. Click Save. The color scheme is applied for the Portal.
The following figure illustrates the customized Search Options page on a Portal:
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Figure 238 Customized Portal Search Page
Design Elements for Portals Using Portal Style # 4
The Design Elements for a Portal Style # 4 Portal offers options to customize the appearance of a Portal.
You can access Portal Design Elements by clicking the Design Elements link on the Portal Customization
page of a Portal. Design Elements enables you to create new Themes for a Portal, configure various
Element Groups of a Portal, manage the Themes created for a Portal, set an active Theme, and modify the
layout for a Portal.
The following figure shows the default view of the Elements tab on the Design Elements page for a Portal
Style #4 Portal:
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Figure 239 Design Elements Page for a Portal Style #4 Portal
From the Portal list at the top right on the Design Elements page, select a Portal.The Design Elements
page with the styling options available for the Portal is displayed. The following table describes the options
available in the Design Elements page:
Option
Description
Active Theme
Displays the name of the Portal Theme applied for the selected Portal.
Manage Portal Themes
Click to manage the Portal Themes available for the selected Portal.
Layout
Enables you to set the display layout for the selected Portal.
For more information on setting a display layout for a Portal, see
“Layout Tab” on page 283.
Elements
For a selected Portal in the Portal list, the Elements tab provides options
to create new Portal Themes, set an Active Theme for the Portal,
configure the look and feel of various Element Groups on the Portal.
Note: For more information about the Elements tab, see “Elements
Tab” on page 285.
Layout Tab
The Layout tab on the Design Elements page enables you to set the display layout for a selected Portal in
the Portal list. The following figure shows the Layout tab:
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Figure 240 Layout Tab
The following table describes the options available in the Layout tab:
Options
Description
Portal Search Logo
Enter a logo for the Search box that appears on several pages of the
Portal. If you want to use your own logo, click the Use Image radio
button and upload a new image by clicking the browse folder button.
Note: Ensure that the width of the logo is less than or equal to 32 pixels.
Favicon
Enter a favicon for your portal. Favicons are retained with bookmarks
and show in browser title bars or tabs depending on the browser being
used.
Note: To ensure cross-browser support, use an image of type ".ico".
Tab Panel Height
Enter a fixed height of the Portal in pixels.
Enter the height of the main tab panel for the Portal.
•
The default option is Fit to Window which forces the tab panel to
resize to fit the dimensions of the browser window.
•
The Specified Width option sets a fixed height of the tab panel.
This option allows the Portal to have vertical scroll bars present for
the entire page if the specified height is less than the height of the
browser window.
Portal Width
Specify that the Portal takes up the entire width of the browser, or a fixed
width.
Portal Alignment
If a Portal Width is specified, the Portal can be aligned with padding on
both sides (Centered), on the right (Left), or on the left (Right).
Body Style Attributes
Enter the style attributes for the Portal body tag.
For example: background-color:#ff0000 or color:#ff0000.
Body CSS Class
Enter a CSS class for the Portal body tag.
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Options
Description
Portal Top Bar Height
Enter the height for Portal Top Bar.
You can specify "None" to turn off the Top bar height or use "Auto" to
have the height automatically calculated by KB, or "Specified Height" to
precisely control the height.
Portal Bottom Bar
Height
Specify the height for the Portal Bottom Bar.
Portal Top and Bottom
Bar Fill
Specify whether the Top Bar and Bottom Bar should fill the entire width
of the browser window or the width that the tab panel takes up.
Save Layout
Click to save the changes on the tab. The page displays a preview of the
Portal after the changes.
You can specify "None" to turn off the Bottom bar height or use "Auto"
to have the height automatically calculated by KB, or "Specified Height"
to precisely control the height.
Note:
The image at the right on the page is modified as you make selections, so you can get
a rough idea of the effect of the selections in this tab.
Elements Tab
The Elements tab in the Design Elements page provides options to create new Portal Themes for a Portal,
set an Active Theme for the Portal, and configure the display of various Element Groups on the Portal.
The following figure shows the Elements tab on the Design Elements page:
Figure 241 Design Elements Page - Elements Tab
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In the Design Elements page, select a Portal from the Portal list. The following table describes the options
available in the Elements tab for a selected Portal:
Option
Description
Theme
The Theme list includes the list of Portal Themes available for the
Portal.
Note:
New Theme
•
The Knowledge Spaces™ product is shipped with the Default and
Bronze Portal Themes. These Themes cannot be renamed or
deleted.
•
By default, a newly created Portal Style #4 Portal is automatically
associated with the Default Portal Theme.
Enables you to create a new Theme for the Portal.
For information on creating a new Theme for a Portal, see “Creating a
New Portal Theme” on page 286.
Set As Active Theme
Enables you set a selected Theme from the Theme list as the Active
Theme for the Portal.
View Theme
Click to preview the Portal with active Portal Theme applied.
Note:
Element Groups
•
Viewing a Portal Theme will not include unsaved changes you may
have made to the Element Groups.
•
Ensure that you have saved any changes before clicking this button.
Clicking this button will open a new window to the portal. Ensure
previous portal view windows have been closed before clicking this
button. All these windows share the same session and therefore may
not have the updated changes if they are not closed.
For a selected Portal Theme in the Theme list, the Element Groups
section enables you to design the display of various Portal Element
Groups.
Note:
•
The Element Groups section is not available for the Default and
Bronze Portal Themes.
•
For detailed information about configuring each Element Group
available for a Portal, see the Knowledge Spaces™ 9.4Portal Style
Guide.
Options
Provides options to export and import the descriptions of a Portal
Theme, and the option to display and use the deprecated Portal Styling
feature from the earlier versions of Knowledge Spaces™.
Save
Click to save the Element Group configurations you have done for a
Portal Theme.
Creating a New Portal Theme
A Theme controls the colors, fonts, and buttons for a Portal Style #4 Portal.
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To create a new Portal Theme for a Portal, carry out the following steps:
1. From the Portal list on the Design Elements page, select the Portal for which you want to create a
Theme.
2. From the Theme list in the Elements tab, select the Theme based on which the new Portal Theme must
be created.
3. Click New Theme. The New Theme page is displayed.
Figure 242 New Theme Page
4. In the Theme Name field, enter a name for the Portal Theme.
5. If you want to create the Theme using the Color Theme options provided in earlier versions of
Knowledge Spaces™, select Show Deprecated Features. This step is optional.
The following page is displayed:
Figure 243 New Theme Page with Theme Options Provided in Earlier Versions
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The following table describes the Theme options built in previous versions of Knowledge Spaces™:
Options
Description
Base Theme
Select the base Theme template for the new Theme.
Clone as New Style (no
color change)
Select Clone as New Style if you want to use the same color scheme set
in the selected template.
Note: The other color scheme options on the page will disappear when
you select this option.
Current Color
The Current Color field displays the color that is set for the template.
Target Color
The Target Color field displays the color that you newly set for the
template.
Hue
The Hue field displays the color range to choose from, for the Portal.
Saturation
The Saturation field displays the intensity range to choose from, for the
Portal.
Lightness
The Lightness field displays the range for the tone of a specific hue.
Modify CSS Text and
Background Colors
Select this option if you want to change the CSS text and background
colors of the Portal to the new color.
Image Types To
Change
Select the Image Type for which you want to change the color.
6. Click Create New Theme. The New Portal Theme is created and displayed in the Theme list within
the Elements tab.
Note
•
•
•
Click the Set as Active Theme button to change the Portal’s Elements Theme to
the newly created Theme.
Click View Theme to preview the Portal with the newly created Theme.
You can further configure the Portal Element Groups for the newly created
Theme.
Managing Portal Themes
You can manage the Portal Themes created for a Portal. From the Portal list in the Design Elements page,
select the Portal whose Themes you want to manage. Click Manage Portal Themes. The Manage Portal
Themes page with the list of Themes available for the Portal is displayed.
The following figure shows the Manage Portal Themes page for a Portal:
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Figure 244 Manage Portal Themes Page
•
To set a Theme as Active Theme for the Portal, click the Set As Active Theme option in the row
where the Theme is listed.
•
To rename a Portal Theme, click
in the row where the Theme is listed. The Rename Theme dialog
box is displayed. Rename the Theme as required and click OK.
•
To delete a Portal Theme, click
in the row where the Theme is listed. The Delete Theme dialog
box is displayed. Click OK to delete the Theme.
Note:
The Default and Bronze Themes are built in Themes in Knowledge Spaces™ and
cannot be edited or deleted.
•
To preview the Portal with a specific Theme, click
(View this Theme) in the row where the
Theme is listed. The Portal page with the applied Theme is displayed.
Exporting and Importing the Descriptions of a Portal Theme
The Design Elements page provides the Export this Definition and Import Definition options, which
enable you to export the descriptions of a Portal Theme as a definition file, and then import the definition
file to the Portal Theme on a different Portal.
To export the descriptions of a Portal Theme, carry out the following steps:
1. From the Portal list on the Design Elements page, select the Portal to which the Portal Theme you
want to export belongs.
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2. From the Theme list in the Elements tab, select the Theme you want to export.
Note:
You can only export the descriptions of a Theme that has Element Group
configurations. This will not export other changes to portal styling. For example, a
custom stylesheet uploaded using the HTML Text option on the Portal Customization
page in Knowledge Spaces™ Admin Control Panel is not exported.
3. Click Options, and select the Export this Definition option. The definition file is downloaded into
the Downloads folder set for the browser.
To import a definition file to be applied to a Portal Theme, carry out the following steps:
1. From the Portal list on the Design Elements page, select the Portal to which the Portal Theme you
want to apply a definition file belongs.
2. From the Theme list in the Elements tab, select the required Theme.
3. Click Options, and select the Import Definition option. The Import Definition dialog box is
displayed.
Figure 245 Import Definition Dialog Box
4. Click
. The Choose File to Upload window is displayed.
5. Browse and select the Definition file you want to import, and click Open.
6. Click Import. The Definition file is imported, and the descriptions from the imported definition file
are applied to the selected Portal Theme.
Tab Styles
The Tab Styles tab enables you to set the tab styles for the different tabs in the Portal..
Note:
The Tab Styles feature was by default available on the Portal Style Builder page in
earlier versions of Knowledge Spaces™. The feature has been deprecated now. To
continue using the Tab Styles feature, from the Elements tab, click Options,
Deprecated features. The Tab Styles tab is displayed on the Design Elements page.
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Figure 246 Tab Styles Layout
The following table describes the options in the deprecated Tab Styles tab:
Options
Description
Use Default Styling For
Primary Tab
Select this option to use default styling for the Primary tabs in the Portal.
Use Default Styling For
Child Tabs
Select this option to use default styling for the child tabs in the Portal.
Use Custom Styling For
Primary Tab
Select this option to use custom styling for the Primary tabs in the Portal.
Use Custom Styling For
Child Tabs
Select this option to use custom styling for the child tabs in the Portal.
“Save Tab Styles”
button
Click this button to save the newly selected tab style.
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Font Remapper Tab
The Font Remapper tab enables you to set the font for the Portal. You can add new fonts to be used in the
Portal, change the name of the fonts available in Knowledge Spaces™, or even create a copy of the
existing fonts before editing them.
Note
•
•
If you remap all existing fonts to a single font, the action cannot be undone.
The Font Remapper feature was by default available on the Portal Style Builder
page in earlier versions of Knowledge Spaces™. The feature has been
deprecated now. To continue using the deprecated Font Remapper feature, from
the Elements tab, click Options, Deprecated features. The Font Remapper tab
is displayed on the Design Elements page.
Figure 247 Font Remapper Tab
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The following table describes the options in the deprecated Font Remapper tab:
Options
Description
“Select” button
Click the Select button to select a font from the list of available fonts in
Knowledge Spaces™.
The following types of fonts are available by default:
• PC Fonts
• Mac fonts
• Generic
Font
Specify the font to be selected for display in the Portal.
The fonts available in the CSS stylesheets are listed upon selection.
“Apply Font Change”
button
Click this button to set the new font for the Portal.
“View this Theme”
button
Click this button to have a preview of the new font selected for the
Portal.
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About Mobile Portal Configurations
Spaces by Moxie™ - Knowledge Spaces™ enables an Administrator to configure a Mobile Portal for any
Portal Style # 4 Customer Portal. Mobile Portals allow Users to search or browse for Articles and view
Article Content on a mobile device. Apart from searching for Articles and viewing Article contents on the
Mobile Portal as well as subscribe for Articles, unsubscribe from Articles and post Article links to Social
Network sites through the mobile device.
A Mobile Portal does not replace the Customer Portal, it provides a more user-friendly experience for
users of a Portal Style # 4 Customer Portal that are accessing the Knowledgebase with a Mobile device.
Mobile Portal only provide search, browse, article view functions. FAQs, Glossaries, Solution Finders,
and ATR features are not available for a Mobile Portal the Mobile device has limited screen space.
Mobile Portal Configuration
You can configure a Mobile Portal for any Portal Style # 4 Customer Portal by clicking the Mobile
Configuration option in the Portal Customization page of the Portal.
Note
•
•
Before you access the Mobile Configuration page, ensure that you have
configured the Popup blocker on your browser to allow pop-ups from your
Knowledgebase site.
A Mobile Portal can be an Open Portal, Registration Required Portal, Secure
Portal or Personalized Portal.
The following figure shows the Mobile Configuration page for a Portal: The Mobile Configuration Page
Figure 248 Mobile Configuration
The following table describes the options available on the Mobile Configuration page:
Options
Description
Enable Mobile
Click to enable Mobile Portal option for a Customer Portal.
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Options
Description
Change Mobile Theme
By default the Moxie Theme is applied to a Mobile Portal. Click
Change Mobile theme to upload new CSS files for a Mobile
Portal Theme.
Go to Mobile Portal
Click to launch the Mobile Portal on a browser. This provides a
preview of how the Mobile Portal user Interface appears. The Go
to Mobile Portal option is accessible only when the Mobile
Portal is enabled.
Note:
You can preview the Mobile Portal only on Chrome and Safari
browsers
Enabling a KB Portal as a Mobile Portal
To enable a Mobile Portal, carry out the following steps:
1. In the Portal Customization area on the Portal Customization page of the Portal, click the Mobile
Configuration link.
The Mobile Configuration page is displayed as shown in the following figure.
Figure 249 Mobile Configuration Page
2. In the upper right corner of the Mobile Configuration page, click Enable Mobile. The Mobile Portal
is enabled, and the Mobile Configuration page displays the Home and Sign In tabs to enable you to
configure the Home page and Sign In page for the Mobile Portal.The following figure shows the
Customizable modules page:
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Figure 250 Customizable Modules
Configuring the Mobile Portal Home Page
Mobile Configuration page enables you to create and configure views for the Home page of the Mobile
Portal. Click the Home button on the Mobile Configuration page, the Custom Views for Home section is
displayed on the page. The Custom Views for Home section displays a default Home page View that is
already applied to the Mobile Portal. The Default Home page View can be edited or copied to create new
Home page views. In addition, each View listed in the Custom Views section displays the names of the
Mobile Portals to which the View is applied.
Custom Home Page View for a Mobile Portal
You can create custom Home page Views for Mobile Portals and configure the widgets to be available for
the View.
Note:
A Custom View can be applied to any number of Mobile Portals and not just the
Mobile Portal for which it is created.
Creating a Custom Home Page View
You can create Custom Home Page Views for Mobile Portals. A Custom View created for a Mobile
Portal can be viewed and applied to the other Mobile Portals. To create a Custom Home page view, carry
out the following steps:
1. In the Custom Views for Home table on the Mobile Configuration page, click
Name window is displayed.
2. Enter a name for the View and click Create.
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Note:
You cannot have two Views with the same name.
Figure 251 Custom Views Section
3. The new view created is listed in the Custom Views section.
4. Click
on the new view created to apply this view to the Mobile Portal.
Editing a Custom Home Page View
You can edit a Custom Home Page View to configure the widgets to be displayed for the View on the
Mobile Portal.
1. In the Custom Views Home page, click
next to the name of the view you want to edit. The
Edit Custom Widgets page with the widgets you can configure for the Portal is displayed as shown in
the following figure.
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Figure 252 Edit Custom Views page
2. From the Available Widgets pane, drag and drop the widgets to be displayed on the Mobile Portal to
the Displayed Widgets pane.
Note:
•
•
•
You can configure more than one Custom Widget.
You can configure the properties of each widget available for the Home
page. For information about configuring the properties of each Widget, see
“Widgets Available for Home Page View on a Mobile Portal” on
page 299.
In the Display Widgets pane, you can drag and drop the widgets to the
required position based on how you want the widgets to be displayed on the
Home page.
3. Click Apply to apply the view to the Mobile Portal.
4. Click Save to save the changes you made to the view.
Click Preview to preview the Home Page View on the current Mobile Portal.
Note: Mobile Portals can be previewed with Chrome or Safari browsers only.
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Widgets Available for Home Page View on a Mobile Portal
When you design a Custom Home page view for a Mobile Portal, you can configure the Properties of each
Widget to be displayed on the Mobile Portal. Each widget is designed to display specific information that
may be useful for the Mobile Portal user.
In the Custom Views section, click
on a Custom View. The widgets available for the Home Page
View are listed in the Available Widgets pane as shown in the following figure.
Figure 253 Available Widgets pane
The following table describes the widgets available in the Available Widgets pane:
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Widget
Description
Custom
You can use this widget to display custom text on the Mobile
Portal Home page. For example, you can edit the HTML text for
this widget to display your company's banner on the Mobile portal
Home page.
To configure a Custom widget, follow these steps:
1. Drag and drop the Custom widget from Available pane to the
Display pane.
2. Click Edit. The Widget Properties page is displayed.
3. In the HTML Text section, enter HTML code based on what
you want to display in this widget on the Mobile Portal Home
page.By default, the HTML needed to display Moxie’s logo
banner is used.
4. Select the checkbox next to Show Header and enter a
Header Text that you want to display for the widget.
5. Click Done.
Search
The Search widget displays a search box on the Mobile Portal
Home page. You can configure the label displayed on the Search
Button of this widget.
To configure the Search Button label, follow these steps:
1. Drag and drop the widget from Available Widgets pane to
Display Widgets pane.
2. Click Edit on the Search Widget. The Widgets Properties
page is displayed.
3. In Search Button Text field enter a name for the search
button.
4. Click Done.
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Widget
Description
Hot Topics
The Hot Topics widget displays the Hot Topics for the Mobile
Portal as configured in the Widget Management section. The
Hot Topics widget lists the most viewed Articles on the Home
page of a Mobile Portal.
You can configure the Hot Topics widget to display the number of
Articles to be listed and configure the widget to be displayed in
collapsed form.
To edit the Hot Topics widget, carry out these steps:
1. Drag and drop the widget from Available pane to Display
pane.
2. Click Edit on the Hot Topics Widget. The Widget Properties
page is displayed.
3. From dropdown list for Numberof Items, select the number
of Articles to be listed in the Mobile Portal.
Note: If the NumberofItems value you specify is greater than
the value configured for the Customer Portal, the Hot Topics
widget on the Mobile Portal will list items based on the
number configured for the Customer Portal.
4. Select the checkbox next to CollapsedByDefault to display
the Hot Topics widget in collapsed form in the Mobile Portal.
5. Click Done to complete.
Latest Articles
The Latest Article widget displays the Latest Articles in the Home
page of a Mobile Portal.The Latest Articles widget lists the most
recent and newly created Articles available on the Mobile Portal.
You can configure the Latest Articles widget to display the
number of Articles to be displayed and you can also configure the
widget to be displayed in collapsed form.
To edit the Latest Articles widget, carry out these steps:
1. Drag and drop the widget from Available pane to Display
pane.
2. Click Edit on the Latest Article Widget. The Widget
Properties page is displayed.
3. From dropdown list for Numberof Items, select the number
of Articles to be listed in the Mobile Portal.
Note: If the NumberofItems value you specify is greater than
the value configured for the Customer Portal, the Latest
Articles widget on the Mobile Portal will list items based on
the number configured for the Customer Portal.
4. Select the checkbox next to CollapsedByDefault to display
the Hot Topics widget in collapsed form in the Mobile Portal.
5. Click Done to complete.
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Widget
Description
Top Searches
The Top Searches Widget displays the Top Searches in the Home
page of a Mobile Portal.The Top Searches widget lists the top
searches for the Mobile Portal as measured by the number of
times a specific search string is submitted.
You can configure the Top Searches widget to display the number
of search terms to be listed and configure the widget to be
displayed in collapsed form.
To edit the Top Searches widget, carry out these steps:
1. Drag and drop the widget from Available Widgets pane to
Display Widgets pane.
2. Click Edit on the Top Searches Widget. The Widget
Properties page is displayed.
3. From dropdown list for Numberof Items, select the number
of Articles to be listed in the Mobile Portal.
Note: If the NumberofItems value you specify is greater than
the value configured for the Customer Portal, the Top
Searches widget on the Mobile Portal will list items based on
the number configured for the Customer Portal.
4. Select the checkbox next to CollapsedByDefault to display
the Hot Topics widget in collapsed form in the Mobile Portal.
Click Done to complete.
Sign Out
You can use the Sign Out widget to displays the sign out option
on the Mobile Portal.
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Widget
Description
Menu Links
The Menu Links widget displays Menu links to URL’s.
To configure a link, follow these steps:
1. Drag and drop the widget from Available Widgets pane to
Display Widgets pane.
2. Click Edit on the Menu Links widget. The Widget
Properties page is displayed. The following figure shows the
Widget Properties for the Menu Links widget:
Figure 254 Menu Links Widgets Properties Page
3. Click Add to configure a new button.
4. The new link is displays in the Menu_Links pane. By default
the check box for the new button added is selected.
5. In the text section, enter a name for the link.
6. In the URL field, enter the URL for the link or in the Button
Handler field enter the name of a JavaScript function to be
executed when the button is tapped.
Note: From a best practices perspective, it is recommended that
only one of the two options is used for configuring the Menu
Links in the Widget Properties for Mobile Portal Configuration.
7. Click Done to complete.
Latest Article
Carousel
You can use this widget as an alternate display of the most
recently created or updated articles as configured in the Widget
Management section.
Copying a Custom Home Page View
You can copy an existing Custom Home Page View to create a new Custom View.
1. Click
on the Custom view that you want to copy. Enter a new name for the view.
2. Click Create.
3. The copied view is listed in the Custom Views for Home table.
4. Click
to apply the copied view to the Mobile Portal.
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Applying a Custom Home Page View
When you enable Mobile Portal for Customer Portal, the default Home Page view is automatically applied
for the Mobile Portal.
To apply a Custom Home page View to a Mobile Portal, in the Custom View for Home table, click the
button that is displayed in the same row as the name of the Custom View you want to apply to the
Mobile Portal. The Custom View is applied to that Mobile Portal and the status changes to Applied in the
Custom Views for Home table.
Deleting a Custom View
You can delete a Custom Home Page view from the Custom Views section. To delete a Custom Home
Page view, follow these steps:
1. Click Delete on the Custom View that you want to delete. You are prompted to confirm the deletion as
shown in the following figure.
Figure 255 Delete View Window
2. Click Yes. The Custom View is deleted.
Click No to cancel the operation.
Note:
•
•
You cannot delete the default Home page View.
You cannot delete a Custom Home page View that is applied to a Mobile
Portal.
Configuring a Sign In Page for a Mobile Portal
Mobile Configuration enables you to create and configure Views for the Sign In page of the Mobile
Portal. Click the Home button on the Mobile Configuration page, the Custom Views for Home section is
displayed on the page. Click the Sign In button, the Custom Views for Sign In table is displayed on the
Mobile Configuration page.
The following figure shows the Custom Views for Sign In section on the Mobile Configuration page:
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Figure 256 Custom View for Sign In Module
The Custom Views for Sign In table enables you to create, copy edit, or delete a Sign In Page view, apply
a Sign In page view to the Mobile Portal.
Configuring a Custom Widget for the Sign In Page
1. Click the Sign In button on the Customizable Modules section. The Custom Views for the Sign In
section is displayed.
2.
3.
4.
5.
Click
next to the name of the View, for which you want to configure the widget.
From the Available Widgets pane, drag and drop the Custom Widget to the Displayed Widgets pane.
Click Edit in the Custom Widget in the Displayed Widgets pane.
The Widget Properties page is displayed. Enter the HTML content based on what you want to display
in the widget with the Sign In page on the Mobile Portal.
6. Click Done to complete.
Note:
You can configure as many custom widgets you want for the Sign In page.
Changing Themes for Mobile Portal
The Change Mobile Theme option present in the upper right corner of the Mobile Configuration page
enables you to change the themes of a Mobile Portal.The following figure illustrates the Mobile Theme
page:
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Figure 257 Mobile Theme Page
The following table describes the options available on the Mobile Theme page:
Option
Description
Extra CSS
You can use the Extra CSS option to upload a CSS file to apply
additional styling to the Mobile Portal.
Primary CSS
You can download the Moxie SASS package and create a
replacement Primary CSS to be used for the Mobile Portal. Click
Upload to upload the replacement Primary CSS file.
Note:
If you have uploaded a customized Primary CSS file the Restore
to Default button is displayed on the page. Click Restore to
Default for the Mobile Portal to use the default Primary CSS file.
For information about creating a customized Primary CSS file,
see “Creating a customized Primary CSS file” on page 308.
Moxie SASS to
Generate Primary
CSS
Click download to save the Moxie SASS package.
Back
Click to navigate back to the Mobile Portal Configuration page.
Go to Mobile Portal
Click to launch the Mobile Portal. This provides a preview of how
the Mobile Portal user Interface appears. The Go to Mobile
Portal option is accessible only when the Mobile Portal is
enabled.
Note:
You can preview the Mobile Portal only on Chrome and Safari
browser.
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Option
Description
Disable Mobile
Click to disable the Mobile Portal option for this Customer
Portal. You can enable or disable the Mobile Portal option for
each Customer Portal individually.
Designing a Mobile Portal Theme with Sass and Compass
You can create a customized CSS file for a Mobile Portal using the Moxie SASS package. You can
download the Moxie SASS.zip package from the Mobile Theme page. You must install Ruby and
Compass to compile a new CSS file.
Downloading the SASS.zip package
You can download the SASS.zip package, from the Mobile Theme page.
1. Click
next to Moxie SASS to Generate Primary CSS on the Mobile Theme page.
2. The SASS.zip package is downloaded in the default downloads folder configured for your browser.
3. Extract the SASS.zip package to an appropriate location.
Compiling a Replacement CSS File
You must compile the customized CSS file before uploading it as a Primary CSS file in the Mobile Theme
page. To compile a new CSS file, you must install Ruby and Compass.
Installing Ruby and Compass
You can follow these steps to install Ruby and Compass:
Installing Ruby and Compass on a Windows Operating System computer:
1.
2.
3.
4.
Download and install Ruby from http://rubyinstaller.org/
To verify Ruby is installed, click on the Start menu, point to All Program, and then click Ruby.
Select Start Command Prompt with Ruby.
Type ruby -v in the Ruby Command Prompt and press enter. The version number of Ruby installed
is displayed.
5. Install Compass through the Ruby Gem installer, click on the Start menu, point to All Program, and
then click Ruby.
6. Select Start Command Prompt with Ruby.
7. Type ‘gem install compass’ and press enter. The Compass is installed.
Installing Ruby and Compass on a Mac Computer
Ruby is pre-installed on Apple OS X Leopard and Tiger. To verify Ruby is installed and running correctly,
1. Open the Applications folder, select Utilities, and then click Terminal to open a Terminal Window.
2. Type ruby -v command and press Enter key. The version number of Ruby installed is displayed.
3. If you receive an error, then you must add Ruby to your profile path.
iv. If Ruby is installed in /urs/local/bin path in your computer, open the .profile file in the home
directory with a text editor.
v. Add the following line,
export PATH="/usr/local/bin:$PATH"
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vi. Close and re-open the Terminal Window
vii. If Ruby is installed in a different location, you must replace /urs/local/bin in the .profile file with
the appropriate path.
4. Once you have verified Ruby is installed, continue to install Compass.
5. Open the Applications folder, and select Utilities, and then click Terminal to open a Terminal
Window.
6. On the Terminal Window type “gem install compass” and press enter.
Using Compass to compile SCSS files into CSS
If you are using Windows Operating System computer to compile the replacement CSS file, follow these
steps:
1.
2.
3.
4.
Click on the Start menu, point to All Program, and then click Ruby.
Select Start Command Prompt with Ruby.
In the Ruby Command Prompt, navigate to the sass folder within the SASS.zip extracted directory.
Type compass compile moxie.scss and press enter. The existing moxie.css file within the css folder in
the extracted directory will be overwritten with the new compiled file which can be uploaded as
Primary CSS file in the Mobile Theme page
If you are using Mac OS X to compile the replacement CSS files, follow these steps:
1. Open the Applications folder, and select Utilities, and then click Terminal to open a Terminal
Window.
2. In the Terminal Window, navigate to the sass folder within the SASS.zip extracted directory.
3. Type compass compile moxie.scss and press Enter key. The existing moxie.css file within the css
folder in the extracted directory will be overwritten with the new compiled file which can be uploaded
as Primary CSS file in the Mobile Theme page.
Creating a customized Primary CSS file
You can generate a Primary CSS file from the exiting moxie.scss file and customize this file accordingly.
You can change the color and images for a Mobile Portal.You can access the moxie.scss file by
downloading the SASS.zip package. For information on downloading the SASS.zip package, see
“Downloading the SASS.zip package” on page 307.
Changing the Mobile Color Theme
You can customize the color on for a Mobile Portal theme.
1. In the SASS.zip extracted directory, open the SASS folder.
2. Open moxie.scss in a text editor.
3. You can modify the color of the Mobile Portal theme by changing the $base-color: #ffffff to a hex
code. For example, 74bbfb is a hex code for the color blue. Make sure you pre-fix # symbol before the
hex code for the color.
4. From the Ruby Command Prompt or Terminal Window compile the CSS file using Compass
Compiler. For more information on the Compass compiler, see “Using Compass to compile SCSS
files into CSS” on page 308.
5. Upload this CSS file to the Mobile Portal as Primary CSS.
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Note:
Any time a change is made to the CSS file, you need to recompile the file using the
compass compile method. For more information on compiling the css file, see “CSS
Style Sheet” on page 279, and see “Using Compass to compile SCSS files into
CSS” on page 308.
Changing the icons for a Mobile Portal
You can modify the icons for a Mobile Portal with icons you would like to be displayed.
1. In the SASS.zip extracted directory, open themes folder.
2. Navigate to image\default\pictos folder
3. You can replace the images in this folder by another image that is 60x60 pixel and replace it with the
same image name.
Note
Other Moxie images that you can edit are located in the
theme\images\default\Moxie path in the folder where you have extracted the
SASS.zip.
4. From the Ruby Command Prompt or the Terminal Application compile the moxie.scss file to
compile the new images into the CSS file. For more information on Compass compile, see “Using
Compass to compile SCSS files into CSS” on page 308.
5. Upload the moxie.css file within the css folder in the SASS.zip extracted directory to the Mobile Portal
as Primary CSS.
Mobile Portal User Interface
The Home page on the Mobile Portal enables a Portal User to search for contents available in the Mobile
Portal. The Mobile Portal Home page is designed as per Custom views configured in the Mobile
Configuration for the Customer Portal. The Home page comprises Widgets that display specific
information that may be useful to the Portal User. This gives the User a more customized experience. Each
widget configured for the Mobile Portal is displayed in a stacked layout. The following figure shows the
Mobile Portal Home page:
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Figure 258 Mobile Portal Home page
Mobile Portal Search Results Page
When a Portal User searches for content on the Mobile Portal Home page, the content from the Portal is
searched for and displayed on the Mobile Portal Search Results page.
Note:
The search option on the Mobile Portal can be either configured by select the Search
widget or by selecting the Menu Links widget and configuring search link in the
Menu link Widget. For more information on the Mobile Portal widgets, see
“Widgets Available for Home Page View on a Mobile Portal” on page 299.
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Figure 259 Search Result Page on Mobile Portal
There is a
option present on the upper left corner of the page, a Portal User can click
navigate to the Mobile Portal Home page.
to
Clicking on an Article link displayed in the Search Results page, displays a brief summary of the Article
content on the Mobile Portal. A few Articles can be very long, hence a brief summary from the Search
Engine is provided to help you determine if you would like to move onto to read the full article or press
Back to select another Article from the Search Results page. The following figure shows an Article
Summary page.
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Figure 260 Article View Page
The following table describes the options available in the Article View page:
Option
Description
The Portal User can click this link to navigate back to the search results
page.
Read Full Article
The Portal User can click this link to view the full Article.
The Portal User can click this link to email the Article to an external
party.
The Portal User can click this link to provide feedback about the Article.
The Portal User can click this link to subscribe for the Article
The Portal User can click on any of the Social Network links to post the
Article on Social Network.
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Figure 261 Search box
The Browse Tab
The Browse tab on the Mobile Portal can be configured by selecting the Menu Links widget in the
Available Widgets pane for the Mobile Portal. The Browse tab enables a Portal Users to browse through
Articles in a Knowledgebase that are grouped under Categories.
The following figure shows the list of Knowledge Base in the Browse tab:
Figure 262 Knowledge Base list in the Browse tab
From the list of Knowledge Bases in the Browse tab, a Portal User can click on a Knowledge Base to view
the Categories within it. The following figure shows the Categories within a Knowledge Base:
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Figure 263 Category within Knowledge Base
Clicking on the Category displays a list of Articles within the Category. The following figure shows a list
of Article within the Category:
Figure 264 List of Article within the Category
The Portal User can click on the Article link to view the contents of the Article. Following are the options
available on the Browse tab:
Option
Description
Click on this link to navigate to the Home page of the Mobile Portal.
Click on this link to navigate to the previous page.
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Web Site Integration
Moxie SoftwareTM Knowledge Space provides various ways of integrating Portals, and Portal functionality
with numerous other applications. Additionally, Moxie SoftwareTM Knowledge Space often generates the
code required for the integration, making it easy for the Administrator. In order to integrate KB
functionality into other web sites you must use one of the options from the Web Site Integration area.
On the Portal Home Page, click Configure in the Website Integration section of the Portal Properties
page to view the Website Integration page.
Note
Knowledge Base Portal Users must have JavaScript compatible browsers, to view
the Portal in a pop-up window.
Option 1 – Popup Window
The Javascript code is automatically generated. The code is unique to your Portal. If you want to have a
popup window, you must paste the Javascript code into the HTML page of your website from where you
want to launch the Portal. Subsequently, you can launch the Portal by calling launch Portal();
You must also create a link or button that will attach to the launch portal command. When a user clicks the
link or button, the Portal launches in a separate popup window.
In the same area, you can also specify the default size of the Portal. The portal size is specified in pixels.
Example
Popup Integration Example
<script language=javascript>
function launchPortal() {
winOptions
=
width=680,
scrollbars=0,
resizable=1,
status=0,
menubar=0, location=0;
height=500,
toolbar=0,
window.open(http://portal.knowledgebase.net/
?cid=26&c=12&cpc=p7W7n74jlAsYigHOg4o3eL700qkPa8RFx7fU7
CM66ibh65I, CP26, winOptions);
return false;
}
</script>
In above example, the Java Script is placed in the head section of an html page and the link can be placed
anywhere within the body section of the page.
<A HREF= onclick=return launchPortal();>Click Here</a>
The link can be an image, graphic, or text.
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In the above URL the cpid stands for KB Portal Identifier, and the number is the ID of the actual Portal.
The cpc is the Portal identifier from the application perspective. The identification value is dynamically
generated by the application and is unique to each Portal.
Option 2 - URL Link
If you want to embed the Portal within your Website, or you want to call the URL from any application,
select Option 2 to perform this function.
The embedded frame enables integration of the Portal into existing Web content, and it appears as part of
the Website, instead of a separate popup window.
Use the HTML code in the Option 2 – URL section to access the portal.
Example
http://portal.knowledgebase.net/
?cid=26&c=12&cpc=p7W7n74jlAsYigHOg4o3eL700qkPa8RFx7fU7CM66i
bh65I
The above code is a standard HTML link. You can place this link anywhere to call the Portal.
cid=26 This is the Portal ID number.
c=12 This is the application account ID.
cpc=p7W7n74jlAsYigHOg4o3eL700qkPa8RFx7fU7CM66ibh65I This is the Portal ID number.
Option 3 – Search Input Box
This option enables you to have a search box in your website that opens the Portal in a separate window
and displays the search results from the string entered in the search box. Each Portal has its own unique
code for the Search. Use the HTML code in the Option 3: Search Input Box:
<form
target=KBsearchWin>
action=http://portal.knowledgebase.net/search.asp
<input type=hidden name=searchtype value=allwords>
<input type=hidden name=searchby value=keywords>
<input type=hidden name=c value=12>
<input type=hidden name=cid value=30>
<input
type=hidden
value=lrTqJ52GHWPVfC1Ld3K2BH6wyngMwt4Ct6c6rYJopfx>
name=cpc
<input type=text name=searchstring>
</form>
By placing the above code in any HTML-compliant application, your Portal users can perform the Search.
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Code Description:
Search Type: The search type is the type of search that is performed. By default, the code has an input type
that is set for all words:
<input type=hidden name=searchtype value=allwords>
You can easily change the default setting by changing the value to any of the following:
All Words Search
allwords
Any Word Search
anyword
Exact Phrase Search
exactphrase
Boolean Search
boolean
Searchby: The Searchby selects the method of search. By default, the code has an input type that is set for
a keyword search.
<input type=hidden name=searchby value=keywords>
You can easily change the default search method by changing the value to any of the following:
Keyword Search
keywords
Natural Language Query
exactphrase
Article ID Search
articleid
Note
If you select a search method other than keywords for the Searchby input type, your
selection for Searchby overrides the Searchtype selection.
Option 4 - Direct Link to Articles
The Direct Link option allows you to directly link from an external application to a specific Article within
your KB Portal(s). Direct Links makes it very convenient for the user to view the Article without browsing
or searching the portal.
Requirements:
To direct link from an external application to an Article, two criteria must be met. First, your Article must
be published, and second, you must create a portal.
Direct Link Module:
This module helps you find the exact URL to link directly to an Article using the portal.
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Figure 265 The Option 4: Direct Link to Article Page
This module is located within the Website Integration area of each Portal. To go to the Website Integration
area, proceed as follows:
Scroll down to Option 4- Direct Link to Article. Then, by clicking on the Articles that are listed, the
Knowledge Spaces™ Administrator automatically generates the exact URL necessary for the Direct Link
integration, unique to each Article. You can then place the given URL in other applications, websites, or
intranets to link directly to that Article, within the Portal.
Example
http://portal.knowledgebase.net/article.asp?article=1167&p=26
The above URL is generated by Knowledge Spaces Administrator for Article
number 1167, located in portal number 26.
article=1167
This is the Article number.
P=26
This identifies the Portal through which this Article is to be accessed.
Below is an example of a direct link to an Article that is built for an html
page, using an image as the link to a specific Article.
<a
href=”http://portal.knowledgebase.net/article.asp?article=167&p=26”
target=new><img src=/images1.jpg></a>
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Option 5 - Direct Link to Category
The Direct Link option enables you to directly link from an external application to a specific category
within your KB Portal(s). Direct Links makes it very convenient for the user to view the category contents
without browsing or searching the Portal.
Figure 266 Option 5: Direct Link to Category Section
Option 6 - Direct Link to Module URL
Within the Website Integration section, Option 6 describes how to link directly to a specific module within
the Portal. For example, you can link directly to the FAQ module of your Portal, or the Solution Finder
section of the Portal. Sample URLs are given in the figure below to guide you.
Figure 267 Option 6: Module URL Section
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Widget Management
The Widget Management section enables you to configure the display of widgets in various tabs on the
Portal. Each widget on the Portal is designed to display specific information that may be useful to the
Portal user.
Note
The Widget Management feature is not available for Portals created using Portal
Style 1, Portal Style 2, or Portal Style3.
Portal Widgets
On the Portal Widgets page, click Configure, the Widget Management page is displayed.
Figure 268 Portal Widget Page
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The following table describes the options available on the Widget Management page:
Options
Descriptions
AdManager
Select this option to display the AdManager widget in the Search
Results page on the Portal.
The AdManager widget displays active Advertisements available
on the Portal.
All KB Search
Select this option to display the All KB Search widget in the
Home tab on the Portal.
The All KB Search widget enables the customer to search for
Articles on the Portal.
Note: You can edit the Title, Content, and Button Text displayed
in the Widget.
Select the All KB Search option, and click the
icon that is
displayed. The Edit Widget page is displayed. Change the Title,
Content Text, and Button Text as required, and click Save.
Articles Viewed
Select this option to display the Articles Viewed widget in the
Article Search Results page on the Portal. The Articles Viewed
widget lists the most recent Articles viewed during a user session.
Note: You can customize the name of the widget. Select the
Articles Viewed option, and click the
icon that is displayed.
The Edit Widget page is displayed. Change the title of the Widget
as required. and click Save.
Chat Escalation
Select this option to display the Chat Escalation widget in the
Home tab on the Portal.
This Widget can be used for seamless escalation of users from Self
Service to Assisted Service. This is a custom Widget in that the
content presented is completely under the Administrator’s control.
Note: You can customize the name of the widget, and specify
regular text or HTML commands to generate the content to be
displayed in the Widget. Select the Chat Escalation option, and
click the
icon that is displayed. The Edit Widget page is
displayed. Change the title of the Widget as required, and in the
Enter Custom Script field, specify the content to be displayed in
the widget. Click Save.
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Options
Descriptions
Custom Message
Select this option to display the Custom Message widget in the
Home tab on the portal.
This widget enables you to configure a custom message that you
want to display on the Portal.
Note: You can edit the Title, and the message to be displayed in
the widget on the Portal.
Select the Custom Message option, and click the
icon that is
displayed. The Edit Widget page is displayed. Change the Title,
and Custom Message as required, and click Save.
Hot Topics
Select this option to display the Hot Topics widget in the Home
page on the portal.
The Hot Topics widget lists the most viewed Articles on the
Portal. The Portal user can click an Article link listed in the widget
to view its content.
Note: You can customize the name of the widget, and configure the
number of Articles to be displayed in the widget and the date range
for the Articles to be listed.
To edit the Hot Topics widget, carry out the following steps:
1. Select the Hot Topics option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, enter the title you want to configure for the
widget.
3. In the Number of days list, select the date range for the
Articles to be listed in the widget. For example, to list Hot
Topics of only the last 20 days, merely select 20 from the list.
4. In the Number of Topics displayed list, select the number of
Articles to be displayed in the widget.
5. Click Save.
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Options
Descriptions
Latest Articles
Select this option to display the Latest Articles widget in the
Home tab on the Portal.
You can configure the Latest Articles widget to display
only the newly created Articles available on the Portal or
to list both the newly created Articles and most recent
Articles available on the Portal. The Portal user can click an
Article link listed in the widget to view its content.
Note: You can customize the name of the widget, and configure the
number of Articles to be displayed in the widget and the date range
for the Articles to be displayed.
To edit the Latest Articles widget, carry out the following steps:
1. Select the Latest Articles option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, specify the title you want to configure for the
widget.
3. In the Number Items list, select the number of Articles to be
listed in the widget.
4. In the Date Range list, select the date range for the Articles to
be listed in the widget. For example, to list Latest Articles of
only the last 20 days, merely select 20 from the list.
5. In the Filter By list, select the First Published Version
option for the Widget on the Portal to list only the
newly created Articles available on the Portal.
- Or Select the Latest Published Version option for the
Widget on the Portal to list both the newly created
Articles and the most recent Articles available on the
Portal.
6. Click Save.
Most Active Forums
Select this option to display the Most Active Forums widget in
the Forums tab on the Portal.
The Most Active Forums widget lists the most active Forum
Threads, and displays the number of Posts for each listed Thread.
Note: You can customize the name of the widget. Select the Most
Active Forums option, and click the
icon that is displayed.
The Edit Widget page is displayed. Change the title of the widget
as required, and click Save.
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Options
Descriptions
Most Recent Wikis
Select this option to display the Most Recent Wikis widget in the
Wiki tab on the Portal.
The Most Recent Wikis widget lists the most recent Wiki Articles
created on the Portal.
Note: You can customize the name of the widget. Select the Most
Recent Wikis option, and click the
icon that is displayed. The
Edit Widget page is displayed. Change the title of the widget as
required and click Save.
Portal Feedback
Select this option to display the Portal Feedback widget in the
Home tab on the Portal.
The Portal Feedback link in the Portal Feedback widget enables
the Portal users to provide feedback about their experience on the
Portal.
When the Portal User clicks the Portal Feedback link, the
Knowledge Base Site Feedback page is displayed. The Portal User
can provide feedback and also, give suggestions on how to
improve the Portal.
Note: You can edit the Title, Content, and Button Text displayed
in the Widget.
Select the Portal Feedback option, and click the
icon that is
displayed. The Edit Widget page is displayed. Change the Title,
Content Text, and Button Text as required, and click Save.
Recent Searches
Select this option to display the Recent Searches widget in the
Article Search Results page on the Portal.
The Recent Searches widget displays the most recent search
strings used in a user session.
Note: You can customize the name of the widget. Select the
Recent Searches option, and click the
icon that is displayed.
The Edit Widget page is displayed. Change the title of the Widget
as required and click Save.
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Options
Descriptions
Tag Cloud
Select this option to display the Tag Cloud widget in the Wikis tab
on the Portal.
The Tag Cloud widget lists the top tags applied to Wikis on the
Portal.
Note: You can customize the name of the widget, and configure the
number of tags to be listed in the widget and the date range for the
tags to be listed.
To edit the Tag Cloud widget, carry out the following steps:
1. Select the Tag Cloud option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, enter the title you want to configure for the
widget.
3. In the Number Items list, select the number of tags to be listed
in the widget.
4. In the Date Range list, select the date range for the tags to be
listed in the widget. For example, to list Tags from only the last
20 days, merely select 20 from the list.
5. Click Save.
Top FAQs
Select this option to display the Top FAQs widget in the Home
tab on the Portal.
The Top FAQs widget displays the top Frequently Asked
Questions (FAQs) on the Portal as measured by times viewed.
Note: You can customize the name of the widget, and configure the
number of FAQs to be listed in the widget and the date range for
the FAQs to be displayed.
To edit the Top FAQs widget, carry out the following steps:
1. Select the Top FAQs option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, enter the title you want to configure for the
widget.
3. In the Number Items list, select the number of FAQs to be
listed in the widget.
4. In the Date Range list, select the date range for the FAQs to be
listed in the widget. For example, to list Top FAQs of only the
last 20 days, merely select 20 from the list.
5. Click Save.
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Options
Descriptions
Top Searches
Select this option to display the Top Searches widget in the Home
tab on the Portal.
The Top Searches widget lists the top searches for the Portal as
measured by the number of times a string is submitted.
Note: You can customize the name of the widget, and configure the
number of top search strings to be listed in the widget and the date
range for the top search strings to be listed.
To edit the Top Searches widget, carry out the following steps:
1. Select the Top Searches option, and click the
displayed. The Edit Widget page is displayed.
icon that is
2. In the Title field, enter the title you want to configure for the
widget.
3. In the Number Items list, select the number of top search
strings to be listed in the widget.
4. In the Date Range list, select the date range for the top search
strings to be listed in the widget. For example, to list Top
Searches of only the last 20 days, merely select 20 from the list.
5. Click Save.
Top Rated Threads
Select this option to display the Top Rated Threads widget in the
Forum tab on the Portal.
The Top Rated Threads widget on the Portal displays the top
rated Forum Threads as measured by average Post ratings.
Note: You can customize the name of the widget. Select the Top
Rated Threads option, and click the
icon that is displayed.
The Edit Widget page is displayed. Change the title of the widget
as required and click Save.
Top Rated Wikis
Select this option to display the Top Rated Wikis widget in the
Wiki tab on the Portal.
The Top Rated Wikis widget on the Portal displays the top rated
Wiki Articles as measured by average Wiki ratings.
Note: You can customize the name of the widget. Select the Top
Rated Wikis option, and click the
icon that is displayed. The
Edit Widget page is displayed. Change the title of the widget as
required and click Save.
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Options
Descriptions
Top Viewed Wikis
Select this option to display the Top Viewed Wikis widget in the
Wiki tab on the portal.
The Top Viewed Wikis widget lists the most viewed Wiki Articles
on the Portal.
Note: You can customize the name of the widget. Select the Top
Viewed Wikis option, and click the
icon that is displayed. The
Edit Widget page is displayed. Change the title of the widget as
required and click Save.
Contribute to KB
Select this option to display the Contribute to KB widget in the
Home page on the Portal.
The Contribute to KB widget enables a Portal User to contribute
to the KnowledgeBase, Wikis and Forums on the Portal.
To edit the Contribute to KB widget, carry out the following steps:
1. Select the Contribute to KB option, and click the
that is displayed. The Edit Widget page is displayed.
icon
2. In the Title field, enter the title you want to configure for the
widget.
3. In the Content Text field, enter the text you want to display in
the widget.
4. In the Button Text field, enter the label you want to assign to
the button displayed in the widget.
When the Portal User clicks the Button in the widget, a New
page with Knowledgebase, Forum and Wiki sections is
displayed. You can customize the displays of these sections as
required.
5. Click Save.
Contribute to Wiki
Select this option to display the Contribute to Wiki widget in the
Wiki page on the Portal.
This Widget offers users the ability to Write a Wiki. Users will be
required to Login prior to authoring.
To edit the Contribute to Wiki widget, carry out the following
steps:
1. Click the
icon that is displayed to the left of the Contribute
to Wiki option. The Edit Widget page is displayed.
2. In the Title field, enter the title you want to configure for the
widget.
3. In the Content Text field, enter the text you want to display in
the widget.
4. In the Button Text field, enter the label you want to assign to
the button displayed in the widget.
5. Click Save.
Select All
Click to select all the widget options on the page.
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Options
Descriptions
Deselect All
Click to deselect the widget options selected on the page.
Save
Click to save the changes made on the Widget Management page.
Note
You can hide the title of a Widget just by removing the Title on the Edit Widget page.
To configure the display of widgets for a Portal, carry out the following steps:
1. On the Widget Management page of a Portal, click Configure in the Widget Management section.
The Widget Management page is displayed.
2. Select the appropriate check box(es) based on the widget(s) you want to display on the Portal.
3. Click the Select All option to select all the widgets on the Widget Management page.
Note
You can click the Deselect All option to deselect the widgets selected on the page.
4. Click Save.The Settings Saved message is displayed.
5. Click OK. The selected widgets are configured to be displayed on the Portal.
HTML Widgets
HTML Widgets enables the administrator to configure, preview, and download HTML Widget packages
based on the input parameters. Currently, HTML widgets are available only for Open Portal Style #4.
HTML Widgets consist of the following options:
•
•
•
•
•
•
Hot Topics - Allows you to configure and view the most frequently visited articles.
Latest Articles - Allows you to configure and view the most recently published or updated articles.
Top FAQs - Allows you to configure and view the most frequently visited FAQs.
Search - Allows you to configure and view the elements of a search experience such as pinned articles,
enhanced numeric search results, recommended articles, and search results. Search Filters
This is an update to the existing functionality. Filters for the Search widget include: Article Group,
Category, Attribute, and Language input parameters.
Favorites and Community Favorites - Allows you to configure to enable users to access frequentlyread articles as Favorites (on a Secure or Personalized portal) or as Community Favorites (on an
Open portal)
Top Searches - Allows you to configure and to allow users to get a list of Top Searches over a
specified time.
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Configuring the Hot Topics HTML Widget
1. In the HTML Widget Configuration page, click Hot Topics. The Hot Topics section is displayed.
2. Click Configure. The Hot Topics Widget Configuration page is displayed
The following table describes the parameters in the Hot Topics Widget Configuration page:
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Field
Description
REST Request URL
Displays the REST Request URL. This URL points to the location of the
Hot Topics. This field is read-only.
Number of Items
Input parameter that defines the number of articles to be returned and
displayed by the Hot Topics widget. The number must be between 1 and
50.
By default, the number of items to display is 10.
For example, a value of 10 will return 10 most frequently viewed
articles in the Portal or through widgets or API within the date range
defined in the Number of Days.
Number of Days
Input parameter that specifies the number of days backward from the
widget's run-time date.
For example, a value of 30 will include articles available to the portal
that have been published or updated within 30 days of the date at runtime. Items are in descending order.
Widget Preview
Displays the latest hot topics based on the search configuration results.
The Widget Preview is modified when the Update button is clicked
3. Click Update to save the input parameters.
4. Click Download Widget Package to download the Hot Topics widget package to your preferred
location on your computer.
The Hot Topics Widget package consists of the following files that can be modified:
•
•
•
•
•
•
•
•
•
HotTopicswidget.html
HotTopics.js
HotTopics.css
kbcommonstyles.css
kbcommon.js
jQuery.tmpl.js
jquery-1.6.2.min.js
jquery-ui-1.8.22.min.js
json2.js
Configuring the Latest Articles HTML Widget
1. In the HTML Widget Configuration page, click Latest Articles. The Latest Articles section is
displayed.
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2. Click Configure. The Latest Articles Widget Configuration page is displayed.
The following table describes the parameters in the Latest Articles Widget Configuration page
Field
Description
REST Request URL
Displays the REST Request URL. This URL points to the location of the
Latest Article. This field is read-only.
Number of Items
Input parameter that defines the number of articles to be returned and
displayed by the Latest Article widget. The number must be between 1
and 50.
By default, the number of items to display is 10.
For example, a value of 10 will return 10 most recent newly created
Articles within the Knowledge Spaces for which you have User Group
access.
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Field
Description
Number of Days
Input parameter that specifies the number of days backward from the
widget's run-time date.
For example, a value of 30 will include articles available to the portal
that have been published or updated within 30 days of the date at runtime. Items are in descending order.
Widget Preview
Displays the latest articles based on the search configuration results. The
Widget Preview is modified when the Update button is clicked.
3. Click Update to save the input parameters.
4. Click Download Widget Package to download the Latest Articles widget package to your preferred
location on your computer.
• The Latest Articles Widget package consists of the following files that can be modified:
• jquery-1.6.2.min.jsLatestArticleswidget.html
• LatestArticles.js
• LatestArticles.css
• kbcommonstyles.css
• kbcommon.js
• jQuery.tmpl.js
• jquery-ui-1.8.22.min.js
• json2.js
Configuring the Top FAQs HTML Widget
1. In the HTML Widget Configuration page, click Top FAQs. The Top FAQs section is displayed.
2. Click Configure. The Top FAQs Widget Configuration page is displayed.
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The following table describes the parameters in the Top FAQs Widget Configuration page
Field
Description
REST Request URL
Displays the REST Request URL. This URL points to the location of the
Top FAQs. This field is read-only
Number of Items
Input parameter that defines the number of items to be returned and
displayed by the Top FAQs widget. The number must be between 1 and
50.
By default, the number of items to display is 10.
For example, a value of 10 will return 10 most frequently viewed
articles in the Portal or through widgets or API within the date range
defined in the Number of Days
Number of Days
Input parameter that specifies the number of days backward from the
widget's run-time date.
For example, a value of 30 will include most frequently viewed FAQs in
the Portal. Items are in descending order.
Widget Preview
Displays the Top FAQs based on the search configuration results. The
Widget Preview is modified when the Update button is clicked.
3. Click Update to save the input parameters.
4. Click Download Widget Package to download the Top FAQs widget package to your preferred
location on your computer.
The Top FAQs package consists of the following files that can be modified:
•
•
•
•
•
TopFaqswidget.html
TopFaqs.js
TopFaqs.css
kbcommonstyles.css
kbcommon.js
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•
•
•
•
jQuery.tmpl.js
jquery-1.6.2.min.js
jquery-ui-1.8.22.min.js
json2.js
Configuring the Search HTML Widget
1. In the HTML Widget Configuration page, click Search. The Search section is displayed.
2. Click Configure. The Search Widget Configuration page is displayed
The following table describes the parameters in the Search Widget Configuration page.
Field
Description
REST Request URL
Displays the REST Request URL. This URL points to the location of the
search widget. This field is read-only.
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Field
Description
Number of Items
Input parameter that defines the number of items to be returned and
displayed by the search widget. The number must be between 1 and 50.
By default, the number of items to display is 10.
Search Type
Provides a list of search criteria for Article Search.
Did You Mean
Determines whether the autonomy spell check suggestions are included
for display in the search widget.
Pinned Articles
Determines whether Knowledge Spaces Pinned Articles are included for
display in the search widget
Enhanced Numeric
Search
Determines whether Knowledge Spaces Enhanced Numeric Searches
are included for display in the search widget.
Suggested Searches
Determines whether Autonomy Suggested Searches are included for
display in the search widget
Widget Preview
Displays the latest articles based on the search configuration results. The
Widget Preview is modified when the Update button is clicked.
3. Click Update to save the input parameters.
4. Click Download Widget Package to download the Search Widget package to your preferred location
on your computer.
• The Search Widget package consists of the following files that can be modified:
• Searchwidget.html
• Search.js
• Search.css
• kbcommonstyles.css
• kbcommon.js
• jQuery.tmpl.js
• jquery-1.6.2.min.js
• jquery-ui-1.8.22.min.js
• json2.js
• moxielogo.png
• search-icon.png
• search-icon-2.png
Reputation and Rating Management
This section enables you to configure the Rating and Reputation features for the Portal. You can enable the
Rating and Reputation features, and define Reputation levels to represent the contribution of the Portal
Users to Forums and Wikis on the Portal.
On the Portal Modules page, click Configure in the Reputation and Rating Management section. The
Reputation and Rating Management page is displayed.
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Figure 269 Reputation and Rating Main Page
You can enable or disable the Rating and Reputation features and, click the Manage Reputation button to
define Reputation levels.
In the Reputation and Rating Management page, click the appropriate
Content Rating, and Portal Reputation Model for the Portal.
button to enable/disable
Managing Reputations
This section enables you to define Reputation Levels to represent the contributions of the Community
members on the Portal. Reputation Management enables you to set standards for Community members to
promote them to the next Level. Promotions happen automatically when a Community member meets or
exceeds all standards set for a Level. A Community member can ascend to the next Level only after
achieving all the standards set for the Level.
Note:
The Portal Reputation option must be enabled on the Reputation and Rating
Management page, to define Reputation levels.
On the Reputation and Rating Management page, click the Manage Reputation button. The Manage
Reputations page is displayed.
Figure 270 Manage Reputations Page
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The following table describes the options available in the Manage Reputations page:
Option
Description
Level
A simple numeric indicator meant to illustrate Reputation Levels in
ascending order.
Level Name
This column displays the names of the Reputation Levels defined for the
Portal.
Post
The minimum number of Forum Posts a Community member must
submit to attain the Level.
Note:
The Posts count include the new Posts and Quotes submitted by the
Community member.
Solution
The minimum number of Forum Posts from the Community member,
that must be accepted as Solutions.
Wikis
The minimum number of Wikis the Community member must create to
achieve the Level.
Note: The Wikis count includes new Wikis, and Wiki Edits .
Ratings(%)
Required average Ratings of a Community member’s contributions.
A positive rating has a value of 1, and a negative rating has a value of 0.
A Community member’s average rating is calculated as follows:
Sum of Total positive rating (Forum Post rating values + Wiki rating
values) / Count (Forum Post ratings + Wiki ratings)
Lag Time
Maximum average number of days allowed between a user’s
contribution to Forums or Wikis.
Note: The Lag Time field accepts values between 1 and 3650 only. If
you specify a value out of this range, the Save button gets disabled.
Icon
Displays the icons used to represent the Levels on the Portal.
Add Level
Click to define a new Reputation level for the Portal User.
Defining a Reputation Level
You can define Reputation levels to represent the contributions of users on the Portal. The Forum Thread
page on the KB Portal displays the Reputation Level for each User who posts a Thread within the Forum.
By default, no Levels are defined on the Reputation Management page. However, when the first Level is
defined, it can not be deleted.
To define a Reputation level, carry out the following steps:
1. On the Portal page, click the name of the Portal for which you want to define a Reputation Level. The
Portal Properties page is displayed.
2. Click Configure in the Reputation and Rating Management section.
The Reputation and Rating Management page is displayed.
3. Select the Enabled option in the Portal Reputation section.
4. Click the Manage Reputation button. The Manage Reputations page is displayed.
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5. Click
to define a new Reputation level for the Portal.
Note:
For more information about the fields on the page, see “Managing Reputations” on
page 336.
6. Enter the required values in the fields.
7. A default icon is automatically used to represent the Level on the Portal. You can change the icon with
a new icon you want to use to represent the Level. For more information on changing the Reputation
Level icon, see “Changing A Reputation Level Icon” on page 338.
8. Click Save.The new Reputation level is defined for the Portal.
Editing A Reputation Level
1. On the Portal page, click the name of the Portal which contains the Reputation Level you want to
modify. The Portal Properties page is displayed.
2. Click Configure in the Reputation and Rating Management section.
3. Click the Manage Reputation button. The Manage Reputations page is displayed.
4. Click
to the left of the Level whose details you want to modify.
5. Edit the required fields.
6. Click Save. The Reputation Level is updated with the changes.
Changing A Reputation Level Icon
When a new Level is defined, a default icon is automatically used to represent the Level on the Portal. You
can replace the default icon with an icon of your choice.
Note
You must first create a level, and then edit the level and change the icons for a level.
To change the icon used to represent a Reputation Level on the Portal, carry out the following steps:
1. On the Manage Reputations page, click
to the left of the Reputation level for which you want to
change the icon
2. Click the Change Icon link next to the icon.The Logo page is displayed.
3. Click Browse, and locate the image you want to use to represent the Reputation Level.
4. Click Save. The icon is uploaded and is displayed on the Logo page.
5. Click the radio button next to the new icon to select that icon for the Reputation Level.
6. Click Save.The Reputation level is associated with the new icon to represent the Level.
Deleting Reputation Level Icons
You can delete a Reputation Level icon that is uploaded in Knowledge Spaces™.
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To delete a Reputation Level icon, carry out the following steps:
1. On the Manage Reputations page, click
to the left of a Reputation Level.
2. Click Change Icon.The Logo page is displayed.
3. Select the icon you want to delete.
4. Click
. A message prompting you to confirm the deletion of the icon is displayed.
Figure 271 Confirmation Message To Delete An Icon
5. Click OK. The Reputation Level icon is deleted.
6. Click Save.
7. If the icon that was deleted was associated to the Reputation level, select another icon, or add a new
icon.
To associate an icon to a level see “Changing A Reputation Level Icon” on page 338.
Deleting A Reputation Level
1. On the Portal page, click the name of the Portal which contains the Reputation Level you want to
delete. The Portal Properties page is displayed.
2. Click Configure in the Reputation and Rating Management section.
3. Click the Manage Reputation button. The Manage Reputation page is displayed.
4. Click
to the left of the Level you want to delete.
A warning message is displayed prompting you to confirm the deletion of the Level.
Figure 272 Confirmation Dialog Box To Delete A Level
5. Click OK. The selected Level is deleted.
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Registration Log
The Registration Log records information about Users who have registered at the Portal.
Note:
You must be granted the Registration Log permission to view the list of the Portals
that require registration.
If you have a registration required Portal, users accessing the Portal are required to fill a set of data fields
before they are granted access to the Portal.
When users fill the data fields and log on to the Portal, the information they submit is stored and available
in the Registration Log.
From the Portal tab, click the Registration Log menu.The Registration Log home page with a list of the
Portals that require registration is displayed. Click the Portal name to view the registration data for that
particular Portal.
Figure 273 Registration Log Main Page
Figure 274 Registration Log Date Range Selection
Select the date range from the date menu, and click Go. Registration data for the selected period is
displayed.
Note:
There can be various sections of data. If you change the fields for your Portal, a new
section of data is displayed every time you add or remove data fields.
Smart Personalized Portal
Many organizations use HRIS, ERP, or CRM application where user or client data is often related to SKU
(Stock Keeping Unit) or code that represents the products or services a client has purchased, or the
information to which the client is entitled.
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Smart Personalization maps these entitlements to Knowledge Spaces™ security to provide a fully
integrated and seamless single sign on user experience that ensures users see only what you want them to
see with far less administrative overhead than in the past.
A Personalized Portal using Smart Personalization has the following advantages compared to a normal
Knowledgebase Portal that is integrated with active directory:
•
•
•
The sign on process with Smart Personalization is secured by Advance Encryption Standard.
External Users and External Access Profiles need not be created in advance.
The only maintenance required is the mappings between entitlements and Article Groups.
Configuring a Smart Personalized Portal
Only a regular or mobile version of a Personalized Portal designed using Portal Style # 4 can be
configured as a Smart Personalized Portal. Smart Personalized Portal configuration in Knowledge
Spaces™ Admin Control Panel includes the following steps:
•
•
•
•
Enabling a Portal as a Personalized Portal.
Enabling Smart Personalization.
Creating entitlements and associating them to the Article Groups.
Configuring a secret key for encrypting and decrypting the entitlement package.
Enabling a Portal as a Smart Personalized Portal
On the Security and Access Options page of a Personalized Portal designed using Portal Style #4, you must
select the Enable Smart Personalization option to enable the Portal as a Smart Personalized Portal.
Figure 275 Enabling a Portal as a Smart Personalized Portal
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Creating Entitlements and associating them to Article Groups
To ensure a fully seamless experience, you must map all anticipated inbound entitlements to Article
Groups. The entitlement to Article Group mappings are necessary to restrict a user of a Smart
Personalized Portal to only the content configured for the user.
Note:
For information about creating entitlements and associating them to appropriate
Article Groups in Knowledge Spaces™.
Configuring a Secret Key
When an entity or a contact from the entitlement based system needs to access a Smart Personalized
Portal, an entitlement package with the entity’s access details must be sent to the Smart Personalized
Portal. You must configure a secret key to be used to encrypt and decrypt the entitlement package from the
external entitlement based system, and Knowledge Spaces™ respectively.
To configure a secret key for the entitlement package, carry out the following steps:
1. On the Administration tab, click System Settings. The System Settings page is displayed.
2. In the Secret Key field within the Cipher Settings section, type a secret key that must be used to
encrypt and decrypt the entitlement package.
3. Click Save. The secret key is stored in the database.
Smart Personalization Configurations on the External Entitlement System
The configurations on the external entitlement based system to access a Smart Personalized Portal
includes the following steps:
•
•
Constructing the encrypted entitlement package
Posting the encrypted entitlement package to the Smart Personalized Portal.
Constructing the Entitlement Package
When an entity in the external entitlement system needs to login to the Smart Personalized Portal, an
entitlement package must be created and posted in the encrypted format to Knowledge Spaces™. The
entitlement package must be in the following format:
[{"entitygroup":"<entity
posted time>"}]
name>","entitlement":"<Entitlement1>,<Entitlement2>","timestamp":"<URL
The following table describes the attributes in the Entitlement Package:
Option
Decription
entitygroup
The name of the entity in the external entitlement system.
In the entitlement package format shown in this topic, replace <entity
name> with the user name of the user who wants to log on to the Smart
Personalized Portal.
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Option
Decription
Entitlement
The list of entitlements in Knowledge Spaces™ Admin Control Panel.
In the entitlement package format shown in this topic, replace
<Entitlement1>, <Entitlement2> with the names of the entitlements to
which the entity must be granted access on the Smart Personalized
Portal.
Timestamp
The time stamp of the entitlement package.
In the entitlement package format shown in this topic, replace <URL
posted time> with the time when the entitlement package is submitted to
Knowledge Spaces™ Admin Control Panel
Posting the Entitlement Package to Knowledge Spaces™
For an entity in an external entitlement system to be able to silently log on to the Smart Personalized
Portal, the entitlement package must be constructed for the entity and posted in encrypted format to
Knowledge Spaces™ using a Form Post method. When posting the entitlement package, you must send the
Knowledge Spaces™ Client ID, and the cid and cpc values of the Smart Personalized Portal to which the
entity must be granted access.
The following sample code shows the Form Post method used to post the entitlement package to
Knowledge Spaces™:
<form
action="
http://kbserver.domain.com/
?cid=1&c=12&cpc=HipInPmFmeCD6L6BX82Y1GdW1osuJCIS"
target="KBsearchWin" method="post">
<b>Enter Encrypted Entitlement Package: </b>
<input
type="text"
name="JITPackage"
size=2000
value="+omy/
Yh2zRZMgtvjNCJz5E+s5gToU9MsHIUxB89aaBFufWqwWuc3cG5jU7YZUOvdhb/
DS6KC0zQpQu8sJh/puVRGJfo4zwfKeFFd4aQ4AXUS2BdlWi5ToTT6leIW6su7"/>
<br>
<br>
<input type="submit" name="btnsearch" />
<br>
</form>
in the above sample code:
•
•
The <form> tag includes the Knowledgebase Client ID and the cid, cpc values of the Smart
Personalized Portal.
The <input> tag includes the entitlement package details.
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•
The value field in the <input> tag includes the encrypted value of the entitlement package.
Note
Ensure that the entitlement package that you post to Knowledge Spaces™ is
encrypted using the secret key configured in the Cipher Settings section on the
System Settings page within the Administration tab.
The following steps are performed internally in Knowledge Spaces™ when a Smart Personalized Portal
receives an entitlement package from the external entitlement system:
1. The Knowledge Spaces™ Client ID, and the Portal cpc, cid values in the Form Post are verified to
check if the access request is for a Smart Personalized Portal.
2. The entitlement package is decrypted using the secret key configured in the Cipher Settings section
on the System Settings page.
3. The time stamp when the package was posted to Knowledge Spaces™ is validated with the Spaces by
Moxie™ - Knowledge Spaces™ Customer Portal server time. If the time interval between the
entitlement package URL time and the Spaces by Moxie™ - Knowledge Spaces™ Customer Portal
server time is within the range of the JITTimeInterval value configured in the web92.config file
located in the <KB 9.4 Installation path>\knowledgebase\applicationprogram\ui\http\KBPortal
path on the KB Portal server, the entity from the external entitlement system is granted access and the
entity silently logs on to the Smart Personalized Portal.
4. The attributes in the entitlement package are validated:
i. It is verified if the entity group is already created as an External Access Profile and External User
in Knowledge Spaces™ Admin Control Panel.
ii. If the entity group does not exist in Knowledge Spaces™ Admin Control Panel, an External
Access Profile, and External User are dynamically created for the entity group.
5. It is verified if the entitlements in the package exist in Knowledge Spaces™ Admin Control Panel.
Smart Personalized Portal - Error Codes
The following table describes the error codes displayed when a User’s sign in to the Smart Personalized
Portal fails:
Error Code
Description
ERR001
The time stamp is not available in the entitlement package.
ERR002
The time interval between the Smart entitlement package time and the
Spaces by Moxie™ - Knowledge Spaces™ Customer Portal server time
is not within the range of the JITTimeInterval value configured in the
web92.config file located in the <KB ()2 Installation
path>\knowledgebase\applicationprogram\ui\http\KBPortal.
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External Access Profiles
This chapter provides detailed information about External Access Profiles in Knowledge Spaces™ Admin
Control Panel Admin Control Panel.
About External Access Profiles
The External Access Profiles provide a means to create general external user settings and apply the profiles
to the External Users. The External Access Profiles eliminate the need to manage External User
permissions individually for each user. The External Access Profiles page enables you to create edit, clone,
and delete External Access Profiles.
Note:
•
•
•
You must be granted the External Access Profile permission to access the External Access
Profile functionality in Knowledge Spaces™ Admin Control Panel.
External Access Profile created by Smart Personalized Portal cannot be edited, or cloned.
For information on Smart Personalized Portal.
When creating new External Users, you can select the External Access Profile to give
access to the group of information you want the User to access.
Creating a New External Access Profile
You can create a new External Access Profile. When you create a new External User, you can select the
External Access Profile, and automatically assign the user permissions.
Note:
You must be granted the Create External Profile permission to create a New
External Access Profile.
On the External Access Profile Home page, click New User Profile. The New User Profile page is
displayed.
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Figure 276 New User Profile Page...1
Figure 277 New User Profile Page....2
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Figure 278 New User Profile Page....3
The following table describes the options available on the New User Profile page:
Option
Description
General Information
External User Profile
Name
Enter a unique name for the new User Profile.
Secure Portal
The Secure Portals created in Knowledge Spaces™ are listed for
selection.
Select the Portal(s) you want an External User associated to the Profile
to access.
Personalized Portal
The Personalized Portals created in Knowledge Spaces™ are listed for
selection.
Select the Portal(s) you want an External User associated to the Profile
to access.
Article Group
The Article Groups created in Knowledge Spaces™ are listed for
selection.
Select the Article Group(s) you want to associate to the Profile.
Embedded Article
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Option
Description
Expand Embedded
Articles
You can configure the display format of the Embedded Articles for an
External User on the Portal. To display an Embedded Article with the
Child Articles in the expanded form, you must select the Expand
Embedded Articles option. This option is selected by default when you
create an External Access Profile.
Forum
This section lists the Contributor, and Moderator permissions required for an External User to
contribute to, and manage Forums on a Portal.
Select the required Forum permissions you want to grant to an External User associated with
the Profile.
Contributor
Select the Contributor option to enable the External Users associated to
the Profile to contribute to Forums.
An External User with the Contributor permission can perform the
following operations on the Portal:
•
Create new Posts: Create new Forum Posts within a Forum Thread
on a Portal.
•
Edit My Posts: Edit the Forum Posts the User has posted on a Portal
•
Delete My Posts: Delete the Forum Posts the User has posted on a
Portal.
•
Add Attachments to My Posts: Add attachments to the User’s
Forum Posts on a Portal.
•
Delete Attachments from My Posts: Delete attachments from the
User’s Forum Posts on a Portal.
•
Create new Threads: Create new Forum Threads on a Portal.
•
Edit My Thread Names: Edit the names of the Threads created by
the User.
•
Delete My Threads: Delete the Forum Threads created by the User.
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Option
Description
Moderator
Select the Moderator option to enable the External Users associated to
the Profile to mange the Forums on the Portal.
An External User with the Moderator permission can perform the
following operations on the Portal:
Create new Post: Create new Forum Posts within a Forum Thread
on a Portal.
Edit Any Post: Edit any Forum posted on the Portal.
Delete Any Posts: Delete any Forum Post on the Portal.
Add Attachments to Any Posts: Add attachments to the Posts on the
Portal.
Delete Attachments from Any Post: Delete attachments from any
Post on the Portal.
Create new Thread: Create new Forum Threads on the Portal.
Edit Any Thread Name: Edit any Forum Thread on the Portal.
Delete Any Thread: Delete any Forum Thread on the Portal.
Suspend Forum Posting: Suspend user(s) from posting content in a
Forum on the Portal.
Restore Forum Posting: Activate suspended Portal users to post
content on a Forum in the Portal.
Open or Close a Forum: Open, or close a Forum on the Portal.
When a Forum is closed on a Portal, the user activity within the
Forum is suspended.
Wiki
This section lists the permissions required for an External User to contribute to, and manage
Wikis on a Portal.
Select the required Wiki permissions you want to grant to an External User associated with the
Profile.
Create a New Wiki
Article
Enables a Portal user associated with the profile to create new Wiki
Articles on a Portal.
Edit a Wiki Article
Enables a Portal user associated with the profile to edit a Wiki Article on
a Portal.
Add a Tag to a Wiki
Article
Enables a Portal user associated with the profile to add Tags to a Wiki
Article on a Portal.
Delete a Tag from a
Wiki Article
Enables a Portal user associated with the profile to delete Tag(s)
associated to the Wiki Article(s) on a Portal.
Manage Wiki
Enables a Portal user to manage Wikis on a Portal.
Delete a Wiki Article
Enables a Portal user associated with the profile to delete a Wiki Article
on a Portal.
Note: The Delete a Wiki Article permission is available for selection
only if you have selected the Manage Wiki permission.
Suspend Wiki Posting
Enables a Portal user to suspend other Portal users from contributing to
the Wikis on the Portal.
Note: The Suspend Wiki Posting permission is available for
selection only if you have selected the Manage Wiki permission.
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Option
Description
Restore Wiki Posting
Enables a Portal user to activate other suspended Portal users to
contribute to the Wikis on the Portal.
Note: The Restore Wiki Posting permission is available for selection
only if you have selected the Manage Wiki permission.
Save
Click to save the new User Profile.
To Create an External Access Profile
1. From the Portal page, click External Access Profile. The External Access Profile page is displayed.
Figure 279 External Access Profile Page
2. Click .
The New User Profile page is displayed.
3. In the External User Profile Name field, type the name for the new profile.
4. In the Secure Portal area, select the Portal(s) you want the External Users associated with this profile
to access.
Note:
The Secure Portals created in Knowledge Spaces™ Admin Control Panel are listed
for selection.
5. In the Personalized Portal area, select the Portal(s) you want the External Users associated with this
profile to access.
6. In the Article Group area, select the Article Groups you want the External Users associated with this
profile to access.
Note:
The Article Groups created in Knowledge Spaces™ are listed for selection.
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7. Select the Expand Embedded Article option if you want the External Users associated with the
profile to view an Embedded Article with the child Articles in the expanded form. This option is
selected by default when you create an External Access Profile.
8. In the Forum area, select the Forum permissions you want to grant to the External Users associated
with the profile.
9. In the Wiki area, select the Wiki permissions you want to grant to the External Users associated with
the profile.
10. Click Save. The new profile is saved.
Editing External Access Profiles
The existing External Access Profiles are displayed on the External Access Profiles page. You can edit an
existing Access Profile.
Note:
You must be granted the Edit External Profile permission to edit External Access
Profiles.
To Edit an External Access Profile
1. From the Portal page, click External Access Profile. The External Access Profile page is displayed.
2. Click
to the left of the Profile name, or click the Profile name. The Access Profile information
Page is displayed.
3. Edit the profile name, or change the profile permissions.
4. Click Save.
Note:
If you make changes to a profile, it will not update the External Users with the new
profile settings. You must reassign the profile to the External Users.
Cloning an External Access Profile
Cloning an External Access Profile enables you to create a copy of a previously available External Profile.
When you do so, External User permissions assigned to the original Profile are copied to a new Profile.
When you modify the new Profile, details of the original Profile remain unchanged.
To Clone an External Access Profile
1. From the Portal tab, click External Access Profile. The External Access Profile page is displayed.
2. Click .
The Clone External Access Profile page is displayed.
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3. In the External User Profile Name field, type a name for the new Profile.
4. From the Clone Profile list, select the Profile whose details you want to clone.
5. Click Save. The External Profile is cloned.
Note:
In a scenario where External Access Profiles are not available, the General
Information page is not displayed when you click
.
Deleting External Access Profiles
You can delete External Access Profiles.
Note:
You must be granted the Delete External Profile permission to delete External
Access Profiles.
To Delete an External Access Profile
1. From the Portal tab, click External Access Profile. The External Access Profile page is displayed.
2. On the left of the Profile name you want to delete, click
message.
Figure 280 Deleting an External Access Profile
3.
Click OK. The External Access Profile is deleted.
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. You are prompted with the following
Portal Management
Note:
Deleting an External Access profile will not delete Users who have been assigned
this profile. The Users will retain the permissions they have been assigned with the
last profile application.
- Or If there are Users associated to the Profile the following message is displayed.
Figure 281 Assign Profile to Users Page
4. Select an existing Profile to which you want to associate the Users.
5. Click Save.
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External User Departments
This chapter provides detailed information about managing External User Departments in Knowledge
Spaces™ Admin Control Panel.
About External User Departments
The External User Departments area of the Portal tab enables you to create and configure External User
Departments to associate External Users within different Departments. After assigning the Users to
Departments, an External Access Profile can be applied to the Users in a specific Department.
Note:
You must be granted the External User Departments permission to access the
External User Departments page in Knowledge Spaces™ Admin Control Panel.
On the Portal tab, click External User Departments menu. The External User Departments page is
displayed.
Figure 282 External User Departments Page
Creating New External User Departments
You can create new External User Departments. Use the New External User Department page to create
External User Departments.
To Create a New External User
1. On the Portal tab, click External User Departments menu. The External User Departments page
is displayed.
2. Click
. The New External User Departments page is displayed.
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Figure 283 New External User Department Page
3. In the Department Name field, type the name for the new Department.
4. Click Save. The new Department you created is displayed in the External User Departments page.
Renaming a Department
You can edit the name of an External User Department.
To Rename the External User Department
1. On the Portal tab, click External User Departments menu. The External User Departments page is
displayed.
2. Click
next to the Department you want to rename. The Edit External User Department page is
displayed.
Figure 284 Edit External User Department Page
3. In the Department Name field, type the new name of the Department.
4. Click Save. The Department is renamed.
Editing External Users Within a Department
You can edit the details of an External User belonging to the Department to which you are granted access.
To Edit the External Users within a Department
1. On the Portal tab, click External User Depts menu. The External Departments page is displayed.
2. Click the name of the Department. The list of External Users belonging to the Department is
displayed.
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Figure 285 List of External Users in a Department
3. Click
to the left of the External User Name you want to edit.
- OR Click the name of the User in the User Name column.
The External User Information page with the details of the User is displayed.
4. Make the changes, or additions in the User information.
5. Click Save. The User information is saved.
Deleting a Department
You can delete Departments.
To Delete a Department
1. On the Portal tab, click External User Depts menu. The External User Departments page is
displayed.
2. Click
next the Department you want to delete. You are prompted with the following message.
Figure 286 Delete Department Confirmation Dialog Box
3. Click OK. The Department is deleted.
- OR Click Cancel to cancel the operation.
Applying Access Profile to Multiple External Departments
The
button on the External User Departments page enables you to apply the External User
profile to multiple External User Departments.
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Note:
•
•
Applying a Profile for a Department enables you to apply the profile to all the
users belonging to the Department.
If you edit an External User profile, use the Apply Profile option, to mass
update the profile for the Departments to which the profile was previously
applied.
To Apply an Access Profile to Multiple Departments
1. On the Portal tab, click External User Depts menu. The External User Departments page is
displayed.
2. Select the Department(s) to which you want to apply the changed profile.
3. Click
. You are prompted with the following message.
Figure 287 Update a Profile to Multiple Departments
4. Click OK. The profile is updated to the selected Departments.
- OR Click Cancel to cancel the operation.
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External Users
This chapter provides you with detailed information about managing External Users in Knowledge
Spaces™ Admin Control Panel.
About External Users
The External Users area of the Portal tab enables you to create and configure External Users to access a
Username Required type of KB Portal. You can also assign a Department for the User.
Note:
You must be granted the Manage User Access permission to manage External Users
in Knowledge Spaces™.
For an External User to access a Username Required Portal, the User must be assigned a valid username
and password that permits entry to the Knowledge Base through the Portal. If you want to create a
personalized Portal that displays set Groups of articles based on the user login, you must create a secure
Portal and manage the article permissions of the External Users from this area.
Figure 288 External Users Main Page
The External Users main page lists the External Users, and their E-mail addresses.
There are two fields:
•
•
Username
E-mail Address
To the right of the Email Address column is a list box, listing all the Departments to which you have
access. To view the list of External Users within a Department, click
Department. The User(s) within the Department are displayed.
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in the list box and select the
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Note:
You must be granted the External Users permission to create a New External User.
External Users created at runtime by Smart Personalized Portal cannot be edited or
deleted.
Selecting the All Departments option in the list box, lists the External Users of all
the Departments created in Knowledge Spaces™.
You can view the External Users list only of the Departments for which you have
access.
For more information about access to different Departments see “Internal Users”
on page 417.
For more information, see “Password Management” on page 425.
Creating New External Users
You can create new External Users. Use the New External User page to create Users to access the
Username Required type of KB Portals.
Note:
You must be granted the Create New External User permission to create a new
External User.
Note:
The External user name is unique.
To Create a New External User
1. On the Portal page, click External Users menu. The External Users page is displayed.
2. Click
. The General Information page is displayed.
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Figure 289 New External User Page
3. Enter the Username, and Password. Type the password again in the Confirm Password field.
4. Type the information in the First Name, Last Name, and Email Address fields.
5. Select a Department from the Department list.
Note:
•
•
Only the Departments for which you have access are listed in the Department
list.
For more information about access to the Departments.
6. Select an External Access Profile. The profile defines the permissions that this External User has
when logging on to the KB Portal.
7. You can enter additional information in the fields within the Additional Information area.
Note:
To customize the fields displayed within the Additional Information area, see
“Customizing the Fields in the Additional Information Area” on page 360.
8. Click Save. The new User appears in the External Users list within the assigned Department.
Customizing the Fields in the Additional Information Area
You can customize the Fields in the Additional Information Area on the New External User page.
1. On the Portal page, click External Users menu. The External Users page is displayed.
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2. Click
3. Click
. The New User information page is displayed.
in the Additional Information area. The Additional Information page is displayed.
Figure 290 Additional Information Page
4. Click
.The Create Additional Field page is displayed.
Figure 291 Create Additional Field Page
5. Enter the name for the new Field in the Name field.
6. Click Save. The new field is displayed in the Additional Information area.
You can also reference all the user fields, including the fields that you create in Additional Information
in the portal itself.
7. Go to the Portal modules, and create a custom tab. In the content field of the custom tab, reference the
fields in the following manner: [[euser:Infoname]]
Example:
If you create an information field called Department, you can retrieve it in the
portal optional tabs by typing [[euser:Department]].
When an External Users logs on to the Portal, the user information is displayed in the custom tab created.
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Note:
The Additional field information is not stored in the Database, and cannot be
reported.
Editing External Users
You can edit the details of an External User belonging to a Department to which you are granted access.
To Edit External Users
Note:
An External User created dynamically through Smart Personalized portal cannot be
edited.
1. On the Portal tab, click External Users menu. The External Users page is displayed.
2. Select the Department associated with the External User, whose details you want to edit.
3. The list of External Users belonging to the Department is displayed.
4. Click
to the left of the External User Name you want to edit.
- OR Click the name of the User in the User Name column.
The External User Information page with the details of the User is displayed.
5. Make the changes.
6. Click Save. The User information is saved.
Deleting an External User
You can delete an External User belonging to the Department to which you are granted access.
To Delete an External User
1. On the Portal tab, click External Users option. The External Users page is displayed.
2. Select the Department associated with the External User, whose details you want to delete.
The list of External Users belonging to the Department is displayed.
3. Click
to the left of the User name you want to delete. You are prompted with the following
message.
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Figure 292 Delete External User Confirmation Dialog Box
4. Click OK to confirm the deletion of the User.
- OR Click Cancel to cancel the operation.
Applying an Access Profile to Multiple External Users
The
on the External Users page enables you to apply a profile to a set of External Users to
set the permissions, and is intended to save time by avoiding the need to check all the individual
permissions for each External user.
Note:
If you edit an External User profile, use the Apply Profile option, to mass update the
profile for the External Users to whom the profile was previously applied.
To Apply an Access Profile to Multiple Users
1. On the Portal tab, click External Users menu. The External Users page is displayed.
2. Select the Department associated with the External Users, to whom you want to apply an Access
Profile. The list of External Users belonging to the Department is displayed.
3. Select the External Users to whom you want to apply the profile.
4. Click
.You are prompted with the following message.
Figure 293 Update a Profile to Multiple Departments
5. Click OK. The profile is updated to the selected Users.
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- OR Click Cancel to cancel the operation.
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Remote Site Search
This section provides you with detailed information about configuring Remote Site Search in Knowledge
Spaces™ Admin Control Panel.
About Remote Site Search
You can create a list of Web sites that the Portals can spider and index in addition to the standard
Knowledge Spaces™ content. You must then configure the remote sites to be available on the Portal for
the Portal users to search in addition to searching standard Knowledge Spaces™ content. The Search
Options area on the Portal Settings page enables you to configure the Web Sites that must be available for
search on the Portal.
The Remote Site Search page provides additional options, which enable you to configure a SharePoint
Sites Collection, a SharePoint Web Application, or All SharePoint Web Applications on the SharePoint
Server to be available for search on Portals, see “Installing SharePoint Connector on Admin Server” on
page 490 to install SharePoint Connector.
Note:
•
•
•
Remote Site Search is a licensed feature, and can be purchased from Moxie
SoftwareTM separately as an add-on module.
The Remote Site Search feature is available for you only if the Remote Site
Search option is configured for the Internal Access Profile associated to you.
The Remote Site Search feature enables the Portals to index and search only the
static content of web pages. The dynamically generated content, database driven
content, and web pages with redirects cannot be indexed.
Creating a Remote Website For Search
You must create the list of websites that you want the Portals to index, and search in addition to the
standard Knowledge Spaces™ content.
You can create two types of Remote Sites:
•
•
Standard Remote Site
Sharepoint Remote Site
Creating a Standard Remote Site
To create a Remote Website for search, carry out the following steps:
1. On the Portal tab, click the Remote Site Search menu. The Remote Site Search page is displayed.
2. Click
. The New Site page is displayed.
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Figure 294 New Site Page
3. In the Name field, enter a name for the Website.
4. In the Type field, select Standard Site, or SharePoint based on the type of Site you want to configure
for Search. Standard Site is selected by default.
5. In the Site Address (URL) field, enter the URL of the Remote Site.
6. In the Port field, enter the port used to connect to the Remote Site.
7. In the Depth of Spidering field, enter the maximum depth of the site that should be spidered.
Note:
Depth is defined as the number of links required to reach a page from the spidering
start point.
8. In the Maximum Number of Pages field, enter the maximum number of pages on the Remote Site
that should be examined to find valid pages to index.
9. In the Start Time field, select when spidering should start when the Remote Site data is refreshed.
10. In the Refresh Interval field, select the interval at which the Knowledge Spaces™ search engine must
access, and spider the Remote Website.
7. Click Save to create the new Website.
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Note:
To enable Remote Site Search for a Portal, on the Portal Search Options page
associated with the Portal, select the Remote Site Search menu, and subsequently
select the Websites to be available on the Portal for search.
Editing a Remote Website
The Remote Sites configured are displayed on the Remote Site Search page. You can edit an existing
Remote Website.
To edit a Remote Website
1. On the Portal tab, click Remote Site Search menu. The Remote Site Search page is displayed.
2. Click
to the left of the Remote Site name, or click the Site name. The Edit Remote Site page is
displayed.
3. You can change the settings on the page as required.
4. Click Save.
Deleting a Remote Website
You can delete an existing Remote Website.
To delete a Remote Website
1. On the Portal tab, click Remote Site Search. The Remote Site Search page is displayed.
2. On the left of the Remote Site name you want to delete, click
message:
. You are prompted with the following
Figure 295 Deleting A Remote File System
3. Click OK. The Remote Site is deleted.
Creating a SharePoint Remote Site
To configure a SharePoint Site Collection, Share Point Web Application, or Share Point Web Applications
for Portal search, carry out the following steps:
1. From the Portal tab, click Remote Site Search. The Remote Site Search page is displayed.
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2. Click
. The New Site page is displayed.
3. In the Name field, specify a name for the Site.
4. Select SharePoint in the Type section. The options for SharePoint Site configuration are displayed on
the page
Figure 296 New Site Page
5. In the Schedule section, select an option based on how you want the Spaces by Moxie™ Knowledge
Spaces search engine to crawl the SharePoint Site.
• Select One Time if you want Spaces by Moxie™ Knowledge Spaces search engine to index the
SharePoint Site only once.
• If you want Spaces by Moxie ™ Knowledge Spaces search engine to index the SharePoint Site
frequently at a specified interval, select the Recurring option, and the interval and time at which you
want the search engine to index the content on the Site.
For example, if you want Knowledge Spaces™ Admin Control Panel search engine to index the
content on the Site once every five days at 1 PM SharePoint server time, select Every 5 Days
from the Recurring drop down list, and 13:00 from the days at drop-down list box.
6. In the Scope section, select an option based on the type of SharePoint Site you are configuring to be
available for search in Knowledge Spaces™ Admin Control Panel.
• Select Individual SharePoint Site Collection if you are configuring a SharePoint Site Collection
with sub Site in it for search. This configuration enables Knowledge Spaces™ Admin Control
Panel SharePoint Connector to fetch documents from an individual SharePoint Site Collection.
• Select Individual SharePoint Web Application if you are configuring a SharePoint Web
Application with one or more Share Point Site Collections in it for search. This configuration
enables Knowledge Spaces™ Admin Control Panel SharePoint Connector to fetch documents
from all the Sites within a SharePoint Web Application.
• Select All SharePoint Web Applications if you are configuring all the SharePoint Web
Applications on a SharePoint server for search. This configuration enables Knowledge Spaces™
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7.
8.
9.
10.
Admin Control Panel SharePoint Connector to fetch documents from all the SharePoint Web
Applications on a SharePoint server.
In the Start URL field, specify the URL of the page in the SharePoint Application from where the
Knowledge Spaces™ Admin Control Panel SharePoint Connector should start crawling.
In the Index Site section, select Yes if you want the Knowledge Spaces™ Admin Control Panel
SharePoint Connector to index the Site, as well as their contents. A document is created by the
SharePoint Connector for each Site.
In the Index Lists section, select Yes if you want the Autonomy SharePoint Connector to index the
Lists, as well as their contents. A document is created by the SharePoint Connector for each List on the
Site.
In the Include Phrases section, specify the words or phrases that the Knowledge Spaces™ Admin
Control Panel Search Engine must check for in the titles of the SharePoint documents, and index such
documents.
Note:
•
•
Ensure that you specify the words or phrases in separate lines for the Spaces by
Moxie ™ Knowledge Spaces Search Engine to recognize them as separate
words.
The Documents whose titles include any word or phrase specified in this section
will be indexed by the Knowledge Spaces™ Admin Control Panel Search
Engine.
11. In the Exclude Phrases section, specify the words or phrases that the Knowledge Spaces™ Admin
Control Panel Search Engine must check for in the titles of the SharePoint documents, and exclude
such documents from getting indexed.
Note:
•
•
Ensure that you specify the words or phrases in separate lines for the Spaces by
Moxie™ Knowledge Spaces Search Engine to recognize them as separate
words.
The Documents whose titles include any word or phrase specified in this section
will not be indexed by the Spaces by Moxie™ Knowledge Spaces Search
Engine.
12. Click Save to create the new SharePoint site.
The following figure shows the Remote Site Search page with the list of Remote Sites, and Share Point
Sites configured:
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Figure 297 Remote Site Search Page with Standard and SharePoint Sites
Enabling SharePoint Search for a Portal
After you configure a SharePoint Site from the Remote Site Search page, you must enable SharePoint
search for a Portal.
To enable SharePoint Search for a Portal, carry out the following steps:
1.
2.
3.
4.
In the Portal tab, select the Portal for which you want to enable SharePoint search.
In the Portal Modules section, click Configure. The Portal Modules page is displayed.
Click the Search Options link. The Portal Search Options page is displayed.
Select the Remote Site Search option. The Standard Sites, and the SharePoint Sites configured for
Remote Search are listed.
5. Select the required SharePoint Sites that must be available on the Portal for search.
6. Click Save. The Portal is now enabled to display content from SharePoint sites.
When a Portal User clicks on a SharePoint document to view its content. The document in SharePoint
Site is opened in a new browser window.
Note:
The user may be prompted to specify the login credentials to log on to the SharePoint
Site to view the content of the document.
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Remote Database Search
This chapter provides you with detailed information about configuring Remote Database Search in
Knowledge Spaces™ Admin Control Panel.
About Remote Database Search
An important element of Enterprise Search is the ability to access data in a multitude of locations and
sources. Knowledge Spaces provides the ability to index content from any databases to which an ODBC
connection can be established. Indexing requires having an existing ODBC connection between the
application server where Knowledge Spaces™ Admin Control Panel is installed, and the target database.
Remote Database Search feature enables you to create a list of Databases that the Portals can spider and
index in addition to the standard Knowledge Spaces content. Within each Remote Database, you can
configure multiple Database queries that you want to use for Remote Database Search.
•
•
•
•
•
Configuring a Database Connection enables you to:
create an SQL query to get the information you want from the Remote Database
Configure the columns that must be displayed in the end results on the Portal.
Configure a Display column as a column which has a hyperlink
Define the look and feel of the Remote Database content when selected from the Search Results page.
Note:
Refer Microsoft documentation for instructions for creating ODBC connections.
You must then configure the Remote Databases that must be available for search on the Portal in addition
to searching the standard Knowledge Spaces content. The Search Options area on the Portal Settings page
enables you to configure the external databases that must be available for search on the Portal Home Page.
Note:
Remote Database Search is a licensed feature, and can be purchased from Moxie
SoftwareTM separately as an add-on module.
The Remote Database Search feature is available for you only if the Remote
Database Search feature is configured for the Internal Access Profile associated to
you.
To enable Remote Database Search for a Portal, on the Portal Search Options page
associated with the Portal, select the Remote DataBase Search feature, and
subsequently select the Remote Databases to be available on the Portal for search.
Remote Database Search is not available for Portals created using Portal Style # 1,
Portal Style # 2 or Portal Style # 3.
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Creating a Remote Database
A Remote Database is essentially an ODBC connection. You must create the list of Databases that you
want the Portals to index, and search in addition to the standard Knowledge Spaces content.
To create a Remote Database for search, carry out the following steps:
1. In the Knowledge Spaces™ Admin Control Panel Home page, click Portal > Remote DB Search, the
Remote Database page is displayed.
2. Click New Remote Database. The New Database Content page is displayed.
Figure 298 New Database Content Page
3. Enter a unique name for the Remote Database you want to configure for search.
4. Click Save. The Remote Database is created and displayed on the Remote Database Management
page.
You can now configure the required Database Connections to get the information you want to retrieve
from that Remote Database.
Note:
For information about configuring a Database Connection, see “Configuring a
Query” on page 372.
Configuring a Query
After creating a Remote Database, you can configure Database Queries that the Portal can use to spider,
and index Remote Database content in addition to the standard Knowledge Spaces content.
To configure a Database Query, carry out the following steps:
Note:
Before configuring the Query, ensure that the Remote database and the tables you
want Knowledge Spaces to index are created and available.
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1. In the Knowledge Spaces™ Admin Control Panel Home page, click Portal > Remote DB Search, the
Remote Database page is displayed.
2. Click the name of the Remote Database within which you want to configure a Database Query. The
Remote Database Query page is displayed.
Figure 299 Remote Database Query Page
3. Click
. The Database Connection Configuration page is displayed.
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Figure 300 Database Connection Configuration Page
4. In the Name field, enter a unique user friendly name for the Database Query.
Note:
This is the name that is displayed to the users in the Customer Portal Search Results
page. Hence, the name should be user friendly and make sense to users when viewed
amongst many search results.
5. In the Frequency field, select the time interval at which the Knowledge Spaces search engine must
spider, and index that Remote Database.
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6. In the DSN field, enter the DSN name, Username, and Password to connect to the Remote Database.
For example, DSN=Vendors;UID=XYZ;pwd=temp.
Note:
This is the only DSN format that is accepted.
7. In the SQL Query field, enter the SQL Query based on the information you want to retrieve from the
Remote Query.
Note:
The “Select * from” type of queries does not work. You must creat more specific
queries specifiying the column names and the table names. For eg: Select <col1>
<col2> from <table>.
8. In the Key Column field, enter the name of the Key Column which uniquely identifies the data in the
Remote Database.
9. In the Display Columns field, enter the names of the Columns in the Remote Database who’s values
must be displayed for end results on the Portal.
Note:
The column names you specify in the Display Columns field should match the
retrieving column names specified in the SQL Query field.
10. In the Content Columns field, enter the names for each Column in the query that you want to be
indexed by the search engine.
11. In the Hyperlink Column field, enter the name of a Column in the query that you want as a clickable
link for the Portal users.
12. In the Destination URL field, enter the name of the Column in the query that contains the URL for the
hyperlink column.
13. In the Custom Meta Data field, enter any custom data that must be associated with each record
returned from the query.
14. In the CSS File Name field, enter the path of the CSS file to be used to display the Remote Database
search content on the Portal.
- Or Design a customized Style sheet to display the Remote Database content on the Portal by specifying
the values in the following fields:
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•
•
•
•
•
CSS Class for <table> tag
CSS Class for <tr> tag
CSS Class for <th> tag.
CSS Class for <td> tag
Css Class for Data within <td>
Note:
The content displayed from Remote Databases is displayed as single records in an
HTML table. The above fields enable you to style the HTML table and content
displayed within to meet your needs.
15. Click Save to save the Database Query configuration.
Note:
The “Run Status” and “Last Run” columns on the Remote Database Queries page
indicate whether the query has run, and the last time the query ran, and extracted and
indexed content.
Editing the Remote Database Name
The Remote Databases configured are displayed on the Remote Database Management page. You can edit
the name of a Remote Database.
To edit a Remote Database Name, carry out the following steps:
1. In the Knowledge Spaces™ Admin Control Panel, click Portal > Remote DB Search. The Remote
Database page is displayed.
2. Click
to the left of the Remote Database name. The New Database Content page is displayed.
3. Make the changes.
4. Click Save.
Deleting a Remote Database
You can delete an existing Remote Database.
To delete a Remote Database, carry out the following steps:
1. In the Knowledge Spaces™ Admin Control Panel, click Portal > Remote DB Search. The Remote
Database page is displayed.
2. On the left of the Remote Database name you want to delete, click
displayed.
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. A confirmation message is
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Figure 301 Deleting A Remote Database
3. Click OK. The Remote Database is deleted.
Editing a Database Query
You can edit the details of an existing Database Query.
To Edit a Database Query, carry out the following steps:
1. In the Knowledge Spaces™ Admin Control Panel, click Portal > Remote DB Search. The Remote
Database page is displayed.
2. Click the name of the Remote Database which contains the Database Query you want to edit. The
Remote Database Query Management page is displayed.
3. Click the name of the Database Query you want to edit. The Database Query Configuration page is
displayed.
4. Make the changes
5. Click Save. The Database Query changes are saved.
Note:
After the Remote Database content is imported into Moxie Knowledge Spaces once,
it is recommended that you modify the query for subsequent imports to get only the
modified content from the Remote Database.
Deleting a Database Query
You can delete a Database Query is not required.
To delete a Database Query, carry out the following steps:
1. In the Knowledge Spaces™ Admin Control Panel, click Portal > Remote DB Search. The Remote
Database page is displayed.
2. Click the name of the Remote Database which contains the Database Query you want to delete. The
Remote Database Query Management page is displayed.
3. Click
to the left of the Database Query you want to delete. A confirmation message is displayed.
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Figure 302 Delete Database Connection Dialog Box
4. Click OK.
- Or Click Cancel to cancel the operation.
Note:
When you delete a Remote Database Query, the Remote Database content imported
into Knowledge Spaces™ is also deleted.
.
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Remote File Search
This chapter provides you with detailed information about configuring Remote File Search in Knowledge
Spaces™ Admin Control Panel.
About Remote File Search
You can create a list of File Systems that the Portals can index in addition to the standard Knowledge
Spaces content. You must configure the remote File Systems to be available on the Portal, for the Portal
users to search in addition to searching standard Knowledge Spaces content. To set up a Remote File
System, you must have a single-sign-on account that runs all the Knowledge Spaces applications and
Autonomy applications, and has access to the directories that have to be indexed.
Remote File Search is a licensed feature, and can be purchased from Moxie SoftwareTM separately as an
add-on module.
The remote files are indexed only if the single-sign-on account which Knowledge Spaces, and the Search
Engine Services are configured to use has full control access privileges to the remote File Systems. By
default Moxie Knowledge Spaces Service runs using the Local System account. If you configure the
service to run using a different account, ensure that the account has full control access privilege to the
Remote File Systems as well.
The Remote File Search feature is available for you only if the Remote Site Search option is configured for
the Internal Access Profile associated to you.
Creating a Remote File System
You must create the list of File Systems that you want the Portals to index, and search in addition to the
standard Knowledge Spaces content.
To create a Remote File System, carry out the following steps:
1. In the Knowledge Spaces™ Admin Control Panel Home page, click Portal > Remote Files Search.
The Remote Files Search page is displayed.
2. Click
. The New File System page is displayed.
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Figure 303 New File System Page
3. In the Name field, enter a name for the File System.
4. In the File System Path (UNC) field, enter the path where the File System resides. The path must be
in the Uniform Naming Convention (UNC) format.
Example:
\\server\directory\subdirectory
5. In the File Match field, enter the format of the files to be indexed from the File System. Type '*' if you
want the Search Engine to index all the files in the File System.
6. In the Recursive area, click on to enable the indexing of the File System folder, including its
subfolders.
-ORClick off to enable the indexing of only the designated File System folder.
7. Click Save to create the new File System
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Note:
To enable Remote File Search for a Portal, on the Portal Search Options page
associated with the Portal, select the Remote FileSystem Search option, and
subsequently select the File Systems to be available on the Portal for search.
Editing a Remote File System
The existing Remote Files Systems are displayed on the Remote Files Search page. You can edit an
existing Remote File System.
To edit a Remote File System
1. In the Knowledge Spaces™ Admin Control Panel Home page, click Portal > Remote Files Search.
The Remote Files Search page is displayed.
2. Click
to the left of the Remote File System name, or click the File System name. The Edit Remote
File System page is displayed.
3. Make the changes
4. Click Save.
Deleting a Remote File System
You can delete an existing Remote File System.
To delete a Remote File System
1. In the Knowledge Spaces™ Admin Control Panel Home page, click Portal > Remote Files Search,
the Remote Files Search page is displayed.
2. On the left of the Remote File System name you want to delete, click
displayed.
Figure 304 Deleting A Remote File System
3. Click OK. The Remote File system is deleted.
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. A confirmation message is
Spaces by Moxie™ Knowledge Spaces™ 9.4 Administrator User Guide
Search Optimization
This chapter provides you with detailed information about Search Optimization in Knowledge Spaces™
Admin Control Panel.
Pinned Articles
The Pinned Articles enables authorized Internal Users to create Terms, and pin specific Articles to those
Terms for the purpose of influencing the search experience of the Portal users.
For the Pinned Articles to be displayed on a Portal, ensure that you have:
•
•
•
Created the Pinned Articles Term and pinned the Articles.
Associated the Pinned Articles Term to appropriate Portals.
Enabled the Pinned Articles feature for the Portals associated with the Term.
When the Pinned Articles feature is configured for a Portal, a Portal User when searches for Articles by
using the All Words, Any Words, Exact Phrase, or Natural Language search type, and the search string
specified by the user matches a Pinned Articles Term, the Articles pinned to the Term are displayed at the
top of the Portal Search Results page.
The Pinned Articles are displayed on the Portal regardless of whether they are found by the search engine.
This means the Pinned Articles found during a search operation need not contain any of the words or
concepts from the user’s search to appear in the Search Results, giving tremendous control over guiding
the Users to the content they need. Each Pinned Article displayed on the Portal will display the Article's
title and the Manual Summary if associated with the Article.
The Pinned Articles section on the Search Optimization page of Knowledge Spaces™ Admin Control
Panel enables an Administrator to create Terms, and pin specific Articles to the Terms.
Note:
The standard search engine summaries are not available for Pinned Articles
displayed on the Portal.
The Non-pinned Articles that match the user’s search string are displayed below the Pinned Articles
section on the Portal Search Results page.
Creating a Pinned Articles Term
1. In Knowledge Spaces™ Admin Control Panel Home page, Click Portal >Search Optimization, the
Search Optimization page is displayed.
2. Click Pinned Articles. The Pinned Articles page is displayed.
3.
Click
. the New Term page is displayed.
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Portal Management
Figure 305 New Term Page
4. In the Term field, enter a name for the new Pinned Articles Term.
5. Click Finished. The Pinned Articles Term is created.
-OrClick Next. The Pinned Articles Term is created, and the Add Articles page which enables you to pin
the Articles to the Term is displayed.
Note:
•
•
To edit the name of a Term on the Pinned Articles Home page, click adjacent to
the Term you want to edit. Modify the name of the Term as required, and click
Save.
To delete a Term on the Pinned Articles Home page, click adjacent to the Term
you want to delete. A message box is displayed prompting you to confirm the
deletion. Click OK to delete the Term.
Pinning Articles to a Term
1. On the Pinned Articles page, click the Term to which you want to pin the Articles. The Term
Information page is displayed.
Figure 306 Term Information Page
2. Click Add Articles. The Add Articles page is displayed.
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Figure 307 Add Articles Page
3. In the Knowledge Base list, select the Knowledge Base from which you want to pin the Articles to the
Term.
4. Click View All. All the Articles in the selected Knowledge Base are listed on the page.
5. Select the check boxes adjacent to the Articles you want to pin to the Term and click Add.
-ORIn the Article field, enter the ID of the Article you want to pin to the Term, and Click Search. The
Article is listed on the page.
6. Select the check box adjacent to the Article and click Add.
7. Click Next. The page to associate the Pinned Articles to Portals is displayed.
Figure 308 Associating Pinned Articles to a Portal
8. From the Portal section, click the Portal to which you want to associate the pinned Articles in the
Term. The Articles pinned to the Term, which are present in the Knowledge Bases associated with the
Portal are listed in the Pinned Articles section.
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9. Select the check boxes adjacent to the Pinned Articles you want to associate to the Portal.
10. Click Apply. The selected Articles are displayed in the Portal Pinned Articles list.
11. From the Order column, set the Order in which each Article must be displayed on the Portal Search
Results page.
12. Click SetOrder.
13. Click Finished. The selected Pinned Articles are associated to the selected Portal.
Note:
•
•
You can also associate the Pinned Articles in a Term to the required Portals, by
clicking the
option on the Term Information page.
You can remove the Pinned Articles from a Term. On the Term Information
page, select the check boxes adjacent to the Articles you want to remove from
the Term and click . A message box is displayed prompting you to confirm the
removal of the selected Pinned Articles from the Term. Click OK.The selected
Articles are removed from the Term.
Specifying Manual Summaries for Pinned Articles
You can specify Manual summary for an Article pinned to a Term from the Term Information page or from
the Articles Properties page of the Article. If the Manual Summary is not specified for a Pinned Article,
only the Title is displayed for the Article in the Pinned Articles section on the Portal.
To specify Manual Summary for an Article from the Term Information page, carry out the following steps:
1. On the Pinned Articles page, click the name of the Pinned Article Term which is associated with the
Article for which you want to specify the summary. The Term Information page is displayed.
Figure 309 Term Information Page
2. In the Manual Summary column, click
next to the Article for which you want to specify Manual
Summary. The Manual Summary page is displayed.
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Figure 310 Manual Summary Page
3. Type the synopsis for the Article.
4. Click Save to associate the synopsis with the Article.
Displaying Pinned Articles on a Portal
The Portal Search Options page includes the Pinned Articles feature which enables you to configure the
display of Pinned Articles associated to the Portal.
To display the Pinned Articles on a Portal, ensure that you have:
•
•
•
Created the Pinned Articles Term and pinned the Articles.
Associated the Pinned Articles Term to appropriate Portals.
Enabled the Pinned Articles option for the Portals associated with the Term.
When you configure the Pinned Articles feature for a Portal, a Portal user when searches for Articles by
using the All Words, Any Words, Exact Phrase, or Natural Language search type, and the search string
specified by the user matches a Pinned Articles Term, the Articles pinned to the Term are displayed at the
top of the Portal Search Results page. Each Pinned Article displays the Article's title and the Manual
Summary if associated with the Article.
When you enable the Pinned Articles option for a Portal, the Max Articles/Term list is displayed. This list
enables you to select the maximum number of Pinned Articles to be displayed on the Portal. You can set a
value from 1 through 25.
The following figure shows the Pinned Articles listed on the Search Results page of a Portal:
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Figure 311 Pinned Articles Area on the Portal
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AdManager
This chapter provides you with detailed information about creating, and managing Advertisements in
Knowledge Spaces™ Admin Control Panel.
About AdManager
The AdManager engine enables you to create graphic or textual advertisements to be generated in the
search results page on one or more Portals.
You can determine the context in which advertisements are delivered through the addition of keywords on
a campaign by campaign basis.
Reporting is available through the Reports tab that shows number of impressions and clicks, as well as the
click-through rate which assists you in determining each campaigns success.
Note:
You must be granted the Upsell Campaign permission to access the AdManager
page.
KB AdManager is included with the Knowledge Spaces™ Enterprise edition, and
also available for purchase as a separate module from Knowledge Spaces™
Professional Edition.
On the Portal tab, click AdManager in the left pane. The AdManager page is displayed.
Figure 312 AdManager Page
Creating a New Advertisement
You can create new Advertisements using the AdManager engine.
To create a new advertisement, carry out the following steps:
1. In the Knowledge Spaces™ Admin Control Panel Home page, click Portal > AdManager, the
AdManager page is displayed.
2. Click the
The New Advertisement page is displayed.
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Portal Management
Figure 313 New Advertisement Page
3. In the Title field, type a title for the Advertisement.
4. In the Keywords area, type the keywords that will activate the Advertisement to appear on the Portal
Search result page.
5. Select the type of display for the Advertisement.
If you have selected Image as the display type:
6. In the Image Link field, specify the path of the image file.
- OR Click Insert Web File. The Web File Manager window is displayed.
7. Double-click the Advertisement image, the path of the image is displayed on the Image Link field.
8. In the Click URL field, specify the URL that you want External Users to be taken to.
9. Set the Link Target to either launch a new browser or use the existing browser instance.
If you have selected HTML as the display type:
10. Type either plain text or HTML into the field.
11. Basic HTM, and CSS references are acceptable.
12. Select the Portal(s) that you want the Advertisement to be available to.
13. Click Preview. A preview of the Advertisement is displayed.
14. Click Save. The Advertisement is created.
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Note:
•
•
External Users of the selected Portals will receive the Advertisement alongside
their search results each time they use a keyword that matches your settings.
Each delivery of an Advertisement is an Impression.
External Users can either use the search results as usual or click on an
advertisement which records a click through
Editing an Advertisement
You can edit an existing Advertisement.
To Edit an Existing Advertisement
1. In the Knowledge Spaces™ Admin Control Panel Home page, click Portal> AdManager. The
AdManager page is displayed.
2. Select the Advertisement to edit the details. The Edit Advertisement page is displayed.
3. Make the changes in the Edit Advertisement page.
4. Click Preview. A preview of the Advertisement is displayed.
5. Click Save. The Advertisement information is saved.
Deleting an Advertisement
You can delete an Advertisement.
To Delete an Advertisement
1. In the Knowledge Spaces™ Admin Control Panel page, click Portal > AdManager, the AdManager
page is displayed.
2. Click
next the Advertisement you want to delete. You are prompted with the following message.
3. Click OK. The Advertisement is deleted.
- OR Click Cancel to cancel the operation.
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Chapter 4:Administration
This chapter provides you with detailed information about
Workflow Editor in Knowledge Spaces™ Admin Control Panel.
In this chapter
•
•
•
•
•
•
•
•
•
About Workflow Editor ............................................................
About Article Templates ...........................................................
Article Check-in & Out.............................................................
Internal Users ............................................................................
Internal Access Profiles ............................................................
User Groups ..............................................................................
E-mail Administration ..............................................................
Search Engine Administration ..................................................
System Settings.........................................................................
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About Workflow Editor
The Workflow Editor section of KB Administrator provides a management protocol for the Knowledge
Base Article submission, and approval process and an interface to set employee Workflow permission
status.
You can create a unique Workflow process with a unique set of Workflow steps, and Workflow
participants for each Knowledge Base.
The Workflow Editor section enables you to set and manage the progression of an Article from the point
of inception, through a set review process, to the point where the Article is published to the Knowledge
base, and becomes available to the Portal users.
Note:
You must be granted the Workflow Editor permission to access the Workflow
Editor Home page.
Why Have a Workflow Editor?
The Workflow Editor assures Article validity and uniformity after the Articles reach the users through the
Knowledge Base. The Workflow Editor provides a series of checks and balances, ensuring that the
Articles are totally up to your standards before they are published to the Knowledge Base.
Example
You can configure the following Workflow steps:
Draft - The author of the Article keeps the Article in the draft status until the
author has finished with the Article and ready to send it to the next step.
Editor - After the Article author submits the Article, the Article moves to the
editing step, where an editor reviews the Article, edits it, and makes any
necessary corrections to content, or grammar.
Legal - When the editor approves the Article, it is sent to the legal
department for approval. The legal department reviews and approves the
Article if it conforms to the company's legal requirements.
Published - After the legal department approves the Article, it reaches
published status, and is made available to the KB Portal Users.
How to Use the Workflow Editor
On the Workflow Editor page, there is a list of the existing Workflow processes, and a button to create a
new Workflow process. There is a Workflow established by default.
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Creating a New Workflow Process
You can create a new Workflow Process and assign it to a Knowledge Base.
Note:
You must be granted the Create New Workflow permission to create new
Workflows in Knowledge Spaces™.
To Create a New Workflow Process
1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration >
Workflow Editor, the Work Flow page is displayed.
Figure 314 Work Flow Home Page
2. Click the
. The New Workflow page is displayed.
Figure 315 New Workflow Page
3. In the Workflow Name field, type a name for the new Workflow.
4. Click Save. The Workflow is created.
Renaming a Workflow
You can edit the name of a Workflow.
Note:
You must be granted the Edit Workflow permission to edit the name of a Workflow.
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To Rename a Workflow
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration > Workflow Editor,
the Work Flow page is displayed.
2. Click
next to the Workflow name you want to rename. The Edit Workflow page is displayed.
Figure 316 Edit Workflow Page
3. In the Workflow Name field, type the new name of the Workflow.
4. Click Save. The Workflow is renamed.
Deleting a Workflow
You can delete the Workflow processes in Knowledge Spaces™.
Note
You must be granted the Delete Workflow permission, to delete a Workflow
Process.
To Delete a Workflow Process
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration > Workflow Editor,
the Work Flow page is displayed.
2. Click
to the left of the Workflow Process you want to delete. You are prompted with the following
message.
Figure 317 Delete Workflow Confirmation Dialog Box
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3. Click OK to confirm the deletion of the Workflow Process.
- OR Click Cancel to cancel the operation.
Note:
•
•
You cannot delete the Default Workflow process.
A Workflow with Articles in it cannot be deleted.
Adding a New Workflow Step
You can add a New Workflow Step only if you are granted the Create New Workflow Step permission in
Knowledge Spaces™ Admin Control Panel.
To Add a New Workflow Step
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration > Workflow Editor,
the Work Flow page is displayed.
2. Click the Workflow process within which you want to add a Workflow Step. The Workflow editor
page with the Workflow steps of the selected Workflow is displayed.
3. Click
. The New Workflow Step page is displayed.
Figure 318 New Workflow Step Page
4. In the Workflow Step Name field, type the name of the new step that you are adding. For example,
Manager.
5. After you add the new step name, you must choose the location of the new step in the Workflow
progression.
6. Below the Workflow Step Name, use the list to select a step. The New step will be places after the
step that you select in the list. For example, to place the Manager step directly after the draft step,
select Draft.
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7. Click Save. The new step appears on the proper location in the Workflow process on the Workflow
Editor page.
Editing a Workflow Step
Editing a Workflow includes two options:
•
•
Changing the name of the Workflow Step.
Change the placement of the Workflow step in the Workflow process.
Note:
You must be granted the Edit Workflow Step permission to edit a Workflow step
within a Workflow process.
To Edit a Workflow Step
1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration >
Workflow Editor, the Work Flow page is displayed.
2. Click the Workflow process within which you want to edit a Workflow Step. The Workflow editor
page with the Workflow steps of the selected Workflow is displayed.
3. In the Workflow Diagram area, click the Workflow step icon.
- OR In the Workflow Step area, click the Workflow step name. The Edit Workflow Step page is
displayed.
Figure 319 Edit Workflow Step Page
4. In the Step Name field, type the new name of the Workflow step.
5. When you have typed in the new name, click Save. The new name displays on the main Workflow
Editor page.
6. Below the Workflow Step Name, use the list to select a step. The New step will be placed after the
step that you select in the list. For example, to place the Manager step directly after the draft step,
select Draft.
7. To change the placement of this Workflow Step in the Workflow process, use the list below the Step
Name field and select a step after which the edited step must be placed.
8. Click Save.The Workflow step is edited.
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Deleting a Workflow Step
You can delete the Workflow steps in Knowledge Spaces™ Admin Control Panel.
Note:
You must be granted the Delete Workflow Step permission, to delete a Workflow Step.
To Delete a Workflow Step
1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration >
Workflow Editor, the Work Flow page is displayed.
2. Click the Workflow process within which you want to delete a Workflow Step. The Workflow editor
page with the Workflow steps of the selected Workflow is displayed.
3. Click
to the left of the Workflow Step. A confirmation message is displayed.
Figure 320 Delete Workflow Step Confirmation Dialog Box
4. Click OK to confirm the deletion of the Workflow Step.
- OR Click Cancel to cancel the operation.
Note:
•
•
You cannot delete the following default steps: Published, Draft, and Expired.
You cannot delete the Workflow steps with Articles within the steps.
Setting Employee Permissions in the Workflow Editor
After you create new or use the default Workflow Steps, you must decide which individuals can have the
authority to use step approval process. You can set these permissions using the Permissions button at the
top of the Workflow Editor Home page.
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.
Note:
You must be granted the Workflow Permissions permission to select the Users for the
step approval process.
Example:
If John Smith works in the Legal department and you have a Legal step before the
Published step, you might want to give John Smith authority to approve the Article
from Legal to Published. You can grant approval status based on job function.
In the Permissions area, you can see a list of employees who have access to Knowledge Spaces™ Admin
Control Panel where you can set the approval levels for each employee.
When you log on to Knowledge Spaces™ Admin Control Panel, you can see a list of Articles that are
pending approval. From the Knowledge Spaces™ Admin Control Panel Home page, you can connect to
each pending Article, and view/edit/approve the Article based on your permissions.
If an employee approves the Article, and moves the Article to the next step in the approval Workflow, the
Article appears on the Home page of the employee(s) who have the authority to approve the next step.
In the Permissions area, you can grant multiple employees the ability to approve a single step
Tip:
An Article cannot become live in the Knowledge Base until all the Workflow steps
are approved. Think carefully about how many steps are necessary and which
employees can approve each step. An insufficient Workflow process can result in
faulty or incomplete Articles in the Knowledge Base, but a Workflow process that
has too many steps and too many employees requiring approval can delay the
publishing and approval process of the Articles.
Setting User Permissions
The Permissions section of the Workflow Editor interface allows you to assign permissions to approve
Articles through the various Workflow Steps.
In the Permissions section, you can see a list of Internal users. When you select a user, you can see a list
of the workflow steps, with each step, there is a series of three icons with three check boxes for each step.
Each Internal User you created displayed in the Permissions section. When you add an Internal User, the
User is also added to the Permissions section. If you remove an Internal User, the User is also removed
from the Permission section.
Under each Workflow step, there are three items:
View - Enables the user to see or read the Articles at a certain Workflow step.
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Create Version - Enables the user to edit or make changes to an Article in a certain Workflow step.
Move to - Enables the user to move the Article to the next Workflow step, or send the Article back to the
previous Workflow step.
If you assign a user with any combination of the above permissions, the user can view, edit, and/or move
Articles based on the settings for that Workflow step.
Caution:
If you want a User to edit and/or approve an Article, the User must have read access
for that Workflow step. If you do not give the User access to read an Article but give
access to edit or move, the User will not be able to edit or approve, since the User
cannot view the Article.
Note:
Applying Internal Access Profiles to the Internal Users from the Internal Users area
can also control Workflow permissions. For more information, see “Internal Users”
on page 417.
How do the Users Use Their Permission Settings to Move Articles through the Workflow?
After you have set the Workflow permissions for Internal Users, the Internal Users can view/edit/move
Articles that are present in the Workflow steps to the Workflow steps the Users have access.
Each User who logs on to Knowledge Spaces™ Admin Control Panel can view the Articles in the Article
Management area. The User can only view the Articles in the Workflow Steps that the User has view
permission. If the User clicks the title of the Article, the Article Information page is displayed. If you have
assigned the User the Create Version permission, the User can edit the Article. In the Article Version
Status window, the user can approve the Article if permission is granted.
After a user approves the Article, the Article moves to the next Workflow Step, and appears in the
Knowledge Spaces™ Admin Control Panel Home page of the Users who can view/edit/move the Article to
the next Workflow Step. If you assign a user Read access for a certain Workflow step, but do not assign
Write or Approve access, the User can view the Article, but cannot edit or approve the Article. If you
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assign Users Read and Write access, the User can view and edit the Article, but cannot approve it to the
next Workflow Step.
Example:
You assign an employee in the Legal Department access to read and approve
an Article in a Legal Workflow step. When the Article reaches the Legal
Workflow step, and the User has logged on to Knowledge Spaces™ Admin
Control Panel sees the Article under the Pending Approval heading. When
the employee clicks on the Article title, the Edit Article window is displayed,
and the User can review the Article. The User cannot make any changes to
the Article, since the Write permission is not assigned. After the User has
reviewed the Article, the User can approve the Article, or send the Article
back to the previous Workflow Step. If the User in the Legal Department
approves the Article, it moves on to the next Workflow step. For example, the
next Workflow step after Legal is Live. If the Article is approved by the Legal
Department, the Article becomes Published in the Workflow, and is now
accessible to the Users of the Knowledge Spaces.
You can give multiple Users access to read/write/approve an Article in a
certain Workflow Step. The Article is in the pending approval state in the
Knowledge Spaces™ Admin Control Panel Home page of each User until it
is approved by all the Users involved.
Notification
The Notification section of the Workflow Editor enables you to send notification Email messages to
recipients when an Article moves to a certain Workflow Step.
Use the Notification area to alert your Knowledge Spaces authors, editors, managers, and any other
individuals who are taking part in the Article review Workflow process, when an Article moves into a
Workflow Step where they have the authority to perform an approval.
Note:
You must be granted the Notification permission to send notification Email
messages to recipients when an Article moves to a certain Workflow Step.
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Figure 321 Sample Notification Main Page
The existing workflow steps are displayed in the Notification page. For the workflow steps that you want
to enable notification, select the workflow step and click Save.
To edit the content of the Notification Email, click the Edit link in the Email Content column next to the
Workflow Step that you want to edit.
To add or edit Email recipients of the Notification Email, click the Edit link in the Email Address column
next to the Workflow Step where you want to choose recipients.
Email Template for Notification
You can customize the subject, and content of the Notification EmailEmail that is sent out when an Article
moves into a Workflow Step.
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Figure 322 Sample Email Template Page
Type your changes and new content in the fields and the form provided. Click Save.
Use the following tags to include specific Article information within the Notification email:
•
•
•
•
•
[[id]] : Article Number
[[versionid]] : Article Version
[[title]] : Article Title
[[status]] : Article Status
[[url]] : Link to Article in Admin Control Panel
Note:
Only the tags listed above can be used in this Email Template.
E-mail Recipients
The Email Recipients are the users who receives Email Notification when the Articles move into the
Workflow Steps.
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Figure 323 Sample Email Address Page
When you add an E-mail address, the Notification Email is sent to the Email address mentioned in the
Email Recipients box each time when an Article moves into the Workflow Step.
The names and email addresses of all the Internal Users are displayed in the Internal Users field. If you
want to add one or more of these email addresses to the Email Recipients list, click the name and click >>
to add the E-mail address to the list.
If you want to remove an Email address that you have added, click the E-mail address in the E-mail
Recipients area, and click << to remove the address.
If you want to add an E-mail address that is not in the Internal User list, you can add the E-mail address in
the Other text field. Type the E-mail address that you want to add to the recipient list, and then click >>.
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About Article Templates
The Article Templates section of Knowledge Spaces™ Admin Control Panel provides you with the tools
necessary to build the templates (forms) that are used to create the articles you store in your Knowledge
Base.
You are provided with a standard Default article template in Moxie Knowledge Spaces. Use this template
to create your Article or create your own Article templates that create and hold the shape and format of
your Articles. There is no limit to the number of article templates that you can create through this
interface.
You can create Article templates online from this area or you can import and use your own HTML Article
templates.
Tip:
Importing your own templates gives you the flexibility and freedom to create the
template design. Create your Article Templates based on the type of Articles that you
are creating in your Knowledge Base. For example, if you have an article that
provides a solution to a certain problem, you might want to create an Article
Template with two text fields, one field for the text of the problem, and one field for
the text of the solution.
When you create a new Article online through the Article Management section of
Knowledge Spaces™ Admin Control Panel, you must choose an Article Template
from the list of your Article Templates. If you have not created or imported any
Article Templates, the only choice is the Default template.
Note:
You must be granted the Article Templates permission to access the Article
Templates Home page in Knowledge Spaces™ Admin Control Panel.
5. On the Administration tab, click Article Templates in the left pane. The Article Template page is
displayed.
Figure 324 Article Template Home Page
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Using the Article Template Functions
On the Article Template page, click the New Template button to create a new article template. The Article
Templates on the Article Template page are listed alphabetically by name.
In the main frame of the page, there is a listing of article templates. The article templates are displayed
alphabetically by name. To the right of the page, the template type, and the latest modification date/
creation dates of the templates are displayed. If you want to sort by date or type instead of name, click the
Modified or Template Type links at the top of the list of dates. The templates are now sorted by date or
type. If you want to change the listing back to the alphabetical listing, click the Template Name link above
the listing of template names, and the templates go back to the alphabetical listing. The Template Type
column displays whether the template is imported into the system (template file), or created online within
the system.
Creating a New Template
You can create or import a new Article Template.
The new Article Template can be created using two methods:
•
•
Upload a Template.
Create Online.
Note:
You must be granted the Create New Article Template permission to create a new
Article in Knowledge Spaces™ Admin Control Panel.
Uploading a New Article Template
To upload a new Article Template, carry out the following steps:
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration >Article Templates.
The Article Template page is displayed.
2. Click
. The New Article Template window is displayed.
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Figure 325 New Article Template Page
3. In the Template Name field, type the name of the Article Template.
Note:
For clarity, name the templates after the intended use and format. For example, if the
template is intended to create articles that provide solutions for a particular problem,
you can call the template Problem/Solution.
4. Select Upload a Template.
5. Click Browse.
6. Browse your system and choose the template that you want to upload. When you upload a new custom
template, it must have the .html extension. Any other file extensions will not work.
Note:
You can build your own custom HTML Article Template and then upload the
Template in to Knowledge Spaces.
7. Click Next to complete the file upload process.
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Building a Custom HTML Article Template
As a customer of Knowledge Spaces™ 9.4, you can customize article templates by adding custom HTML
or JavaScript code into them to suit your preference.
Note:
Moxie Software™ does not provide support or assistance with CSS or JavaScript in Portal
customization areas, widgets, or HTML Article Templates. Inclusion of any custom CSS or
JavaScript code and maintenance or troubleshooting of custom code becomes the sole
responsibility of the customer.
Adding text bodies in the template - You must create the text bodies in your Template where the article
text is entered. You can have as many fields as you like. For example, you can create two fields, Question,
and Answer.
When you are creating your Template text bodies, you must use the following code in your Article
template to create and embed the bodies:
[[articleBody:bodyname1]]
[[articleBody:bodyname2]]
Or for Example:
[[ArticleBody:Question]]
[[ArticleBody:Answer]]
[[ArticleBody:References]]
If you want to make any of the Template text body fields as required (the author cannot create an article
without filling out the field), you can do so by adding the following tabs for your template text bodies:
[[ArticleBody:bodyname1,required]]
For Example:
[[ArticleBody:Question,required]]
If you want to display the Article Template Body Title in an Article, you must include the displayTitle
string in the [[articleBody]] tag of the Article Template you use to create the Article.
[[articleBody:bodyname1,required,displayTitle]]
For Example:
[[articleBody:Question,required,displayTitle]]
Adding images in the Template - If you want to place images into the Template, you must either upload
the images in to the Attachment Library or the Manager. Images uploaded into the Attachment Library can
be called using an image tag as shown below, images called from the Manager require a standard HTML
<IMG> tag.
If you want an Article on the Portal to list other Articles that are conceptually similar to the Article, you
must include the AutoRecommend tag in the article template used to create the Article
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The Auto Recommended Articles are listed on the Article Display page on the Portal only if the Auto
Recommended feature is enabled for the Portal.
In the proper location in the HTML file that comes with your Template, carry out the following procedure:
1. From the Attachment Library, choose the file number of the image that you want to embed in the
Article.
2. At the location where you want the image to appear, type: [[image:nnn]] where nnn = the actual
number of the Attachment.
- OR At the location where you want the image to be displayed, type <img src="image_file_path">, where
the image file path is copied from the Manager, after selecting the desired image.
3. Save your template file with a .html extension.
4. Follow the same process as previously used to upload a template file.
Creating an Article Template Online
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration >Article Templates,
the Article Template page is displayed.
2. Click
, the New Article Template window is displayed.
Figure 326 New Article Template Page
3. In the Template Name field, type the name of the Article Template.
4. Select the Create Online option, and click Next. The New Article Template page with the text body
area in it is displayed.
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Figure 327 New Article Template Page with the Text Body Field
5.
6.
7.
8.
The next step in the process is to add text bodies. A text body provides the physical space where you
can type or paste a new Article.
While each Article Template must have at least one text body, you can create multiple text bodies.
When you are creating a new Article in Article Management and are using an Article Template that has
multiple text bodies, each text body shows up as a unique field in the Edit Article section.
In the field below the Template Name, type the name of the text body.
Click the Add Text Body and you see the text body title that you have created.
You can now add additional text bodies by following the same process. After you add the first text
body, the new text body field appears. If you want to add a second text body, type the name of the
second text body in the new field and click the Add Text Body button again. Repeat the process to add
more text bodies.
If you want to change the name of a text body that you just created, type the new name in the Text
Body field.
When you are done creating the Text Bodies, click either the Next button, or Finished.
• Clicking Next, the Template Style page is displayed.You can modify the format and style of the
template.
• If you want to use the default style (standard text and format), click Finished, the new Article
Template is complete.
9. To remove a text body, click
next to the text body you want to delete and the text body is removed.
Note:
You can modify the Article Template page. however, you cannot change article Body
names or the number of article bodies in a template.
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About Multiple Text Bodies
Multiple text bodies in Templates enables you to organize and structure the Article content in the
Template for certain types of Articles. Multiple text bodies appear as listed items in the Article
Management Preview.
Example:
Reviewing the Problem/Solution Article Template example. This template is
intended to provide a specific solution to a specific problem. Create one text
body called Problem and one text body called Solution. When you are
entering the content in the Edit Article field, you can see two template fields,
Problem and Solution. You can type the problem and the solution in their
respective fields and preview the article using the Preview feature. Since text
bodies appear as listed items, the article appears as follows:
Problem
Here is the text of the problem
Solution
Here is the text of the solution
Template Style
The Template Style window enables you to customize the features of the Article Templates, such as font,
text color, bold face print, etc.
Use the Template Style features to create Article Templates that allow colors and other format features to
be integrated into your Articles when they are displayed to your Knowledge Spaces Users.
In the Preview page, you can see the article colors, font type, etc. The Article Template you chose to create
your Articles determines the text and style features that are displayed in the article.
Using the Template Style Features
When you are selecting your Template Style features, you can choose several options. The template popup
window consists of three sections:
•
•
•
A listing of your text bodies on the left hand side of the window
Various style option menus on the right hand side of the window
A sample text box on the bottom of the window.
You can click and modify the text bodies, style options, and modify the styles.
After you have selected a text body for adding style modifications (if you are using the default), you can
see the name of the text body listed in bold face at the top of the right hand window.
Below the name of the text body are a number of style options.
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Note:
When you change style options, the sample text at the bottom of the window changes
to match your style selection. This feature enables you to preview the text styles
before you complete the article template and use it for article creation. The style
options are:
•
•
•
•
•
•
Display Title - Select Yes or No to display the text body title. If you choose Yes
to display the title, the title appears in the actual text of the article as a bulleted
point above the text that is entered into the text field. If you choose ‘No’ not to
display the text body title, the text appears in the article but the text body title are
not displayed.
Font Size - This menu allows you to select the font size of the text in your
article. The font size can vary from 8 pt to 36 pt.
Font Face - This menu allows you to choose the font type for your article.
Bold/Italics/Underline - This menu allow you to set any combination of bold,
italic, or underline type settings for the text of your article.
Color - This menu allows you to choose the text color of the article text that is
created in this text body.
Background Color - This menu allows you to select the background color of
this text body.
Next to the text and background color menus are additional fields. They display the color code for the
chosen color. If you want to use a color that is not listed in the menu, choose Other and enter the color code
for the new color in the text box next to the text or the background box.
When you have completed your text body style selections for your article template, click Save to save your
changes and complete the article template. You can modify the style settings of any template by clicking on
the template name from the main Article Templates page.
Editing a Template
You can edit an existing Article template.
Note:
You must be granted the Edit Article Template permission to edit an Article
Template.
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration >Article Templates.
The Article Template page is displayed.
2. Click
to the left of the Article Template you want to edit.
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- OR 3. Click the name of the Article Template in the Template Name column.
The Template Information page with the details of the Article Template is displayed.
4. Modify the Article Template.
5. Click Save. The Article Template is modified.
Replacing an Uploaded Template
If you are uploading a new template to replace an existing template, the new template updates all the
articles so you do not have to go back and edit the articles individually.
Caution:
If you delete a template and then re-add the template, the automatic update of
Articles does not work.
Note:
•
•
•
•
You must be granted the Upload Article Template permission to upload Article
Templates into Moxie Knowledge Spaces.
You cannot edit a template that you originally imported in to the system. You
must download the template on your local machine, edit and upload it with the
changes. To download the template, click the download icon to the left of the
template name.
You cannot edit the names of article body fields.
You can click the Article Template Transfer option on the Article Template page
to update all the articles with the modified or new Article Template. When you
click the Article Template Transfer option, the Template Transfer schedule
task is initiated, which updates all the articles with the modified Article
Template.
Deleting a Template
You can delete Article Templates in Moxie Knowledge Spaces.
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Note:
You must be granted the Delete Article Template permission to delete an Article
Template in Moxie Knowledge Spaces.
The Article cannot be edited, if you delete the Article Template associated with it.
To Delete an Article Template
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration >Article Templates.
The Article Template page is displayed.
2. Click
next the Article Template you want to delete. A confirmation message is displayed.
Figure 328 Delete Template Confirmation Dialog Box
3. Click OK. The Article Template is deleted.
- OR Click Cancel.
Article Template Transfer
The Article Template Transfer feature enables you to update all the existing Article Templates with the
modified Article Template.
Click the Article Template Transfer on the Article Template page to update all the articles with the
modified or new Article Template. When you click the Article Template Transfer, the Template Transfer
schedule task initiates, and updates all the articles with the modified Article Template.
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Article Check-in & Out
This chapter gives you detailed information about the Article Check-in & Out functionality in Moxie
Knowledge Spaces Admin Control Panel.
Article Checked Out Notification & Auto Check In
When an Article is selected for editing, it is automatically checked out, so that other Users cannot modify
the Article while being edited.
There is the possibility that an author can check out an Article, and forget to check it back in, making the
Article un-editable for an indefinite period.
To avoid Articles checked out for a long time, you can create a Notification email message that is sent to
the Users who have Articles checked out beyond a determined time period. You can also set the Articles to
automatically check themselves back in after a specified period.
Note:
You must be granted the Article Check In/Out permission to access the Article
Check In/Out functionality.
To Set an Article Checked Out Notification and Automatic Check In
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration >Article Templates.
the Article Check In/Out page is displayed.
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Figure 329 Article Check In/Out Page
2. Select the Enable to enable the Article check out notification feature.
3. From the Days after article has been checked out list, select the number of days to set the number of
days. All notification E-mail messages are sent to the Users who have checked out the Article after the
specific days selected from the list.
4. In the Notification Content field, type the content of the email message that is sent to Moxie
Knowledge Spaces Users.
Use the following tags in the E-mail template to include specific Article, and date information
dynamically in the E-mail message sent out:
• Article ID - [[id]]
• Article Title - [[title]]
• Days Checked Out - [[checkoutnotifydays]]
• Auto Check In Days - [[autocheckindays]]
5. In the Automatic Article Check In area, select Enable to enable the Automatic Check In for an
Article or select Disable to disable the automatic Article check in.
6. From the Days after article has been checked out list, select the number of days you want to wait
before automatically checking in the Article.
After the Article has been checked out for the set number of days, it automatically checks in the
Article.
7. To send an E-mail notification to the User who checked out the Article when it auto-checks back in,
select the Send email notification option.
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8. In the Notification Content field, type the content of the email message that is sent to the User when
the Article is automatically checked-in.
Use the following tags in the email template to include specific Article, and date information
dynamically in the email message sent out:
• Article ID - [[id]]
• Article Title - [[title]]
• Days Checked Out - [[checkoutnotifydays]]
• Auto Check In Days - [[autocheckindays]]
Administrator Check-In
The Moxie Knowledge Spaces Administrators or the Internal Users can be assigned with administrative
Article check-in control. To Grant Administrator Article Check In Control
1. In the Moxie Knowledge Spaces Admin Control Panel, click Administration > Internal Users. The
Internal Users page is displayed.
2. Select the User to whom you want to assign Administrator check-in control.
3. In the Access area, expand the details link next to Article management, and select the Administrative
CheckIn option.
4. Click Save.
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Internal Users
This chapter introduces you to Internal Users inKnowledge Spaces™ Admin Control Panel.
About Internal Users
The Internal Users section of the Administration tab enables you to create and configure Internal Users
who can access Knowledge Spaces™ Admin Control Panel.
Internal Users can perform functions that range from Article creation, to Workflow approval, and report
configuration. In the Internal Users section, you can manage the permissions and job functions for each
User.
Often, the list of Internal Users that you create is a group of employees at your company who have
administrative access into Knowledge Spaces™ Admin Control Panel. On the Internal Users page, you can
see a list of the current Users who have access to Knowledge Spaces™ Admin Control Panel.
Note:
You must be granted the Internal Users permission to access the Internal Users
functionality.
Figure 330 Internal Users Page
Tip:
There is no need to create Internal User accounts for employees who do not need to
log on to Knowledge Spaces™ Admin Control Panel. Employees, or Departments
who use only the Knowledge Spaces™ Customer Portal functions do not need to
have Internal User Accounts.
The KB Admin Internal User is created at the time of installation. If KB Admin is the only Internal User
listed on the Internal User page, then no other Internal Users are created.
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From the Internal User’s page, you can sort the Articles in the following five ways:
•
•
•
•
•
•
User Name
First Name
Last Name
Email Address
Date Created
Profiles
To sort the Users by User Name, First Name, Last Name, Email Address, or Date Created, click the
relevant column heading. For example, to sort Users by First Name, click on the First Name link. The
Users are sorted in the alphabetical order of the First Name. The default sort for Users is alphabetical by
First name.
To sort the Users by the Profiles, from the All Profiles list, select a Profile. The Users associated with the
selected Profile are displayed on the Internal Users page.
Creating a New Internal User
You can create Internal Users and associate them with a Internal Access Profile to grant them access to the
features in Knowledge Spaces™ Admin Control Panel.
Note:
You must be granted the Create New User permission to create new Users.
To Create an Internal User
1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration > Internal
Users. The Internal Users page is displayed.
Figure 331 Internal Users Page
2. Click
. The New User page is displayed.
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Figure 332 New User Page
3. Type the details in the First Name, Last Name, and Email Address fields.
4. Enter a Username, and Password. Retype the password in the Confirm Password field.
5. Select an Access Profile. The profile defines the permissions that this User has when logging on to
Knowledge Spaces™ Admin Control Panel.
6. Click Finished. The Internal User is created.
Editing Internal User Properties
You can edit the properties of an Internal User from the Internal Users page.
To edit the properties of an Internal User, carry out the following steps:
1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration > Internal
Users. The Internal Users page is displayed.
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2. Click any Internal User. The following page is displayed.
Figure 333 Edit Internal User Properties
From the Internal Users page, click the name of an Internal User or click the icon to the left of the User
name to view the User Properties page for the User. You can modify information about the Internal User,
associate a different User Access Profile, and click Save. The settings will take effect the next time the
Internal User logs on toKnowledge Spaces™ Admin Control Panel.
Note:
You must be granted the Edit User Information permission to Edit the General
Information of Internal Users.
•
•
You cannot edit the permissions associated to an Internal User.
The components that the Internal User can access when logged on to
Knowledge Spaces™ Admin Control Panel are checked on the User
Properties page.
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The following fields are displayed in the Edit Internal User Properties page
Fields
Description
General Information
Last Name
The last name of the user. You can edit the last name of the user.
First Name
The first name of the user. You can edit the first name of the
user.
Email Address
The Email Address of the user.
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Fields
Description
User Name
The user name used to log onto Moxie Knowledge Spaces
Admin Control Panel. You can edit the User Name.
Password
Allows you to reset the password for the user.
History
Created
The date on which the Internal user account was created
Last Modified
The date on which the Internal User account was last modified.
User Group
This section displays the set of user groups available in the Moxie Knowledge Spaces to which the user has
access.
External User Department Access
This section displays the set of External User Departments available in the Knowledge Spaces™ Admin
Control Panel to which the user has access.
File Type Restrictions
DETAILS
Allows you to set restrictions on the types of files that the
Internal User can import into Moxie Knowledge Spaces Admin
Control Panel.
User Home Page Modules
These are the modules for which the user has access permission.
These modules are displayed on the Moxie Knowledge Spaces
Admin Control Panel Home page. The Internal User when logs
on to the Knowledge Spaces™ Admin Control Panel, can
quickly perform certain tasks using these modules.
These modules are also displayed on the Internal User
Property page, enables the user to view and edit some of the
features.
Article by Status
The user can view the Articles sorted by status.
Checked Out Articles
The user can view the Articles which are checked out by other
users.
Easy Setup
The user can create a Knowledge Base, an Article and a
Customer Portal using the easy steps.
My Last Articles
The user can view the Articles viewed/created last time.
Link to your Portals
The user can view the links to the Portal.
Tips
The user can view the tips.
Download Area
The user can download the Moxie Knowledge Spaces Admin
Control Panel User Manual.
Articles to Approve
The user can view the Articles that are pending for approval.
Internal Users
The user can view the list of all the Internal Users who can
access Moxie Knowledge Spaces Admin Control .
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Fields
Description
External Users
The user can view the list of all the External Users who can
access Moxie Knowledge Spaces Customer Portal.
Custom Message
The user can view the message. The message can be customized
by clicking
Latest Articles
The user can view the latest Articles viewed by the external
users on Moxie Knowledge Spaces Customer Portal
Most Popular Articles
The user can view the most popular Articles
Category Browser
The user can view the list of Knowledge Spaces associated with
Category Browsing feature.
Search
The user can search for an Article using the Search feature.
Access
user access profile
Enables you to associate a new User Profile to the user.
Make changes to the entries in these fields to update the selected internal user’s details.
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Click save to make these changes permanent.
Deleting an Internal User
You can delete Internal Users created in Knowledge Spaces™ Admin Control Panel.
Note:
You must be granted the Delete User permission to delete Internal Users.
To Delete Internal Users
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1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration > Internal
Users. The Internal Users page is displayed.
Figure 334 Internal Users Page
2. Click
to the left of the First name of the Internal User to be deleted. A confirmation message is
displayed.
Figure 335 Deleting an Internal User Message Box
3. Click OK.
Note:
If the Internal User is a User from Active Directory, the Internal User must be
removed from the Active Directory first, and then removed from the Knowledge
Spaces™ Admin Control Panel.
Password Management
The password management enhancements facilitate improved password security to be in synch with
industry best practices. This update applies the following rules to ensure that internal and external user
passwords comply with industry standard security recommendations.
Rules for time-bound password renewal force:
•
•
expiring passwords after they have reached a maximum age limit.
locking accounts after passwords have been input incorrectly multiple times.
Rules to bar users from setting easily guessed passwords:
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•
•
•
•
•
•
A password must be in mixed case.
At least one number and special character must be included in the password.
Black listed items such as "password" or keyboard sequences such as "qwerty” cannot be used in a
password.
A message is displayed on the screen to change password after 80 days
Passwords used in the last 90 days cannot be reused
Last 3 passwords cannot be reused.
Figure 336 Password Management - Tool-tip and checks for Password Formatting
As illustrated in Figure 336, the in-line password checks indicate to users even as they enter the password,
whether or not the entry complies with the new password policy. All the requirements must be met for a
password to be accepted as ‘strong’.
Note
The following accounts or users will not be affected by this update:
•
•
The default administrator account
Users created by integration of any of the following
• active directory
• spaces connect
• Smart Personalization
Bulk User Profile Application
Knowledge Spaces™ enables you to apply Internal User Access Profiles to a large number of Internal
Users with a single action. This can be useful when large scale changes are required.
To Apply Profiles to a Number of Internal Users
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1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration > Internal
Users. The Internal Users page is displayed.
2. Select the Internal Users to whom you want to apply the profile.
3. Click Apply Profile. A confirmation message is displayed.
Figure 337 Apply Profile to Selected Users Dialog Box.
4. Click OK. The following page is displayed.
Figure 338 Internal Access Profile Name Page
5. Select a profile you want to apply.
6. Click Save.
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Internal Access Profiles
This section introduces you to Internal Access Profiles in Moxie Knowledge Spaces Admin Control Panel.
About Internal Access Profiles
Internal Access Profile feature enables you to set permissions for the Internal Users to access Knowledge
Spaces™ Admin Control Panel modules and features. The Internal Access Profile page includes all the
modules of Knowledge Spaces™ Admin Control Panel, the Administrator can select the modules and
create a profile. While creating an Internal User, a profile must be associated with the User. The Internal
User can access the Knowledge Spaces™ Admin Control Panel modules based on the Internal Access
Profile.
If you have different types of Internal Users, either by function (author, editor, Administrator, etc.) or
Department, the Internal Access profiles are very effective for standardizing Internal User permissions and
making the creation of many Internal Users a quick, and consistent process.
Note:
You must be granted the User Access Profile permission to access the Internal
Access Profiles feature.
Creating a New Internal Access Profile
To Create an Internal Access Profile
1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration > Internal
Access Profile. The Internal Access Profile page is displayed.
Figure 339 Internal Access Profile Page
2. Click
. The New User Profile page is displayed.
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Figure 340 New User Profile Page
3. In the Internal User Profile Name field, type a name for the new profile.
4. In the Article Template list, select an Article Template you want to associate to the profile.
Note:
You must be granted the Create New Access Profile permission to create a New
Internal Access Profile.
When an Internal User whose Internal Access Profile is associated with an Article
Template tries to create a new Article, the Article Template field in the New Article
page automatically displays the default Article Template associated to the User’s
Profile. The Internal User can continue to use the default Article template for the
Article or click the Article Template list box to select a different Article Template for
the Article.
5. In the Access area, select the features/modules you want to associate to the profile.
6. Click Save. The new profile is saved.
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Note:
While selecting the permissions on the Internal Access Profile page, you can select
or clear all the sub-options associated with a parent option by selecting or clearing
the check box adjacent to the parent option, respectively. In addition, the color of a
parent option on the page indicates whether all the sub-options associated with the
parent option are selected. A parent option with a white check box indicates that all
its sub-options are selected, and a parent option with a pale blue check box indicates
that some of its sub-options are not selected.
The following figure shows the Internal Access Profile page with the color codes of
the check boxes to indicate the partial selection of the sub options, and full selection
of the sub options within the parent option:
Figure 341 Internal Access Profile Page Showing the Color Codes of the
Check boxes
Setting the Properties of an Article
The Article Information page for an Article provides an Internal User with general information about a
selected Article. The Article Information page includes the general Article information area, and two tabs,
the Properties tab, and the Versions tab. From the Internal Access Profile page, you can set the Properties
that a particular User can view in the Properties tab of the Article Information page. A User can only see
the Properties that are configured in the Internal Access Profile page.
The Properties tab comprises the following sections:
•
•
•
•
•
Attributes
Article Groups
Attachments
Categories
Exact Match Keywords
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•
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Priority Keywords
Questions (FAQ)
Related Articles
Related Links
Notification
Subscription
Notes
Article History
Locale
Manual Summary
Reference Word
Base And Derived Articles
Parent And Embedded Articles
External Notes
To configure the Properties listed in the Properties tab of an Article for an Internal User, carry out the
following steps:
1. From the Administration tab, click Internal Access Profile. The Internal Access Profile Home
page is displayed.
2. Click
adjacent to the Profile Name, or click the Profile Name. The Profile Access Page is
displayed.
3. From the User Article Status Page Modules area, select the Article Properties to be displayed in the
Articles tab. The User Article Status Page Modules area is shown in the following figure:
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Figure 342 User Article Status Page Modules Area
4. Click Save to save the settings.
In the Properties tab of the Article Information page, the User associated with this Internal Access
Profile can view the Properties you configured on this page.
Editing Internal Access Profiles
The existing Internal Access Profiles are listed on the Internal Access Profiles home page. You can edit an
existing Access Profile.
Note:
You must be granted the Edit Access Profile permission to edit Internal Access
Profiles.
To Edit an Internal Access Profile
1. From the Administration tab, click Internal Access Profile. The Internal Access Profile home page
is displayed.
2. Click
to the left of the Internal Access Profile name, or click the profile name. The Profile Access
Page is displayed.
3. Edit the profile name, change the Article Template association to the profile, or change the profile
permissions.
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4. Click Save.
Cloning an Internal Access Profile
Cloning an Internal Profile enables you to create a copy of a previously available Internal Profile. When
you do so, Internal User permissions assigned to the original Profile are copied to a new Profile.
When you modify the new Profile, details of the original Profile remain unchanged.
This feature is especially useful when you need to modify the attributes of a User Profile that is currently
associated with another Internal Profile. All you have to do is create a clone of the Internal Profile, modify
the attributes appropriately, and associate the User with the new Internal Profile.
To Clone an Internal Access Profile
1. From the Administration tab, click Internal Access Profile. The Internal Access Profile home page
is displayed.
2.
3.
4.
5.
Click
. The Clone Internal Access Profile page is displayed.
In the Internal User Profile Name field, type a name for the new Profile.
From the Clone Profile list, select the Profile whose details you want to clone.
Click Save. The Internal Profile is cloned.
Deleting Internal Access Profiles
You can delete Internal Access Profiles.
Note:
You must be granted the Delete Access Profile permission to delete Internal Access
Profiles.
To Delete an Internal Access Profile
1. On the left of the Internal Access Profile name, click . You are prompted with the following message.
Figure 343 Deleting an Internal Access Profile
2.
Click OK. The Internal Access Profile is deleted..
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Note:
Deleting an Internal Access Profile will not delete Internal Users who have been
assigned this profile. The Internal Users will retain the permissions they have been
assigned with the last profile application or manual permissions setting.
You cannot delete the Administrator and the Default Access Profiles
- Or If there are Users associated to the Profile, the following mesage is displayed.
Figure 344 Assign Profile to Users Page
3. Select an existing Profile to which you want to associate the Users.
4. Click Save.
Management of Active Directory Profiles
Knowledge Spaces™ includes two features for simpler management of Active Directory groups.
•
•
•
A single page interface to map profiles.
This interface allows administrators to map multiple user profiles in Active Directory groups to
Knowledge Spaces™ profiles. In prior versions user profiles had to be mapped individually. This
update reduces the time and effort required for this action.
A rollup profile comprising cumulative permissions for users who are in multiple Active Directory
Groups. The implicit profile is not displayed nor is accessible.
The mapping process automatically consolidates profile permissions across multiple mapped
Knowledge Spaces™ Internal or External Profiles, into one rollup profile and grants cumulative
permissions.
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Administration Permission
Figure 345 Select Administration > Internal Access Profile > User or Group
Figure 346 Options for Active Directory Profile Mapping
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Sample Mapping of Profiles
Figure 347 Note the Permissions for the Internal User Profile - QA
Figure 348 Note the Permissions for the Internal User Profile - Dev
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Figure 349 Note the Cumulative Permissions for the Internal User Profile - QA Manager
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User Groups
This chapter introduces you to User Groups in Moxie Knowledge Spaces Admin Control Panel.
About User Groups
In the User Groups area of Moxie Knowledge Spaces Admin Control Panel, you can set up Internal User
access based on User Groups. The default group is All Groups.
You can create User Groups that only have access to certain Knowledge Bases in Moxie Knowledge
Spaces Admin Control Panel. When a User Group member logs on to Moxie Knowledge Spaces Admin
Control Panel, the group member can only view, edit, and approve Articles in the Knowledge Bases that
are accessible to that User Group. Knowledge Bases that are not included in their User Group cannot be
viewed or accessed
Note:
•
•
•
You cannot delete the default User Group.
When you create a Knowledge Base, it is automatically added to All Groups.
You must be granted the User Groups permission to create and manage User
Groups.
Setting Up a New User Group
You can create new User Groups to enable Internal Users to access a selected group of Knowledge Bases
in the Knowledge Spaces™ Admin Control Panel.
To Create a New User Group
1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration > User
Group, the Internal Users page is displayed.
Figure 350 User Groups Page
2. Click
. The New User Group page is displayed.
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Figure 351 New User Group Page
3. In the Group Name field, type the group name.
4. Select the check boxes next to the Knowledge Bases you want to be accessible through this User
Group.
When an Internal User belonging to this User Group logs on to KB Admin Control Panel, the Internal
User can only view, edit, and move documents in the Knowledge Bases that you have selected for this
User Group.
5. Click Save.
Editing a User Group
On the User Groups page, you see a list of the existing User Groups. From this area, you can edit User
Group names and the privileges that enable Internal Users to access a selected group of Knowledge Bases
in Knowledge Spaces™ Admin Control Panel
To Edit a User Group
1. On the User Groups home page, click
page is displayed.
to the left of the User Group name. The Edit User Group
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Figure 352 Edit User Group Page
2. In the Group Name field, modify the Group name.
3. To change Knowledge Base access privileges, select the check boxes next to the Knowledge Base(s)
that you want Internal Users to access.
4. The Internal Users area lists the Internal Users who belong to the User Group.
5. Click Save.
When an Internal User in this Group logs on to KB Administrator, the Internal User can only view,
edit, and move documents in the Knowledge Bases that you selected for this Group.
Note:
To delete a User Group, click
the message displayed.
to the left of the User Group name, and click OK in
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Spell Check Dictionary
Spell Check Dictonary feature available in the Moxie Knowledge Spaces enables a user to create an
alphabetical list of words for a Knowledge Base.When a user types the words wrongly which is available
in the Knowledge Base, the Spell Check Dictionary check the correctness of the word. If the word is typed
wrongly, the Spell Check Dictionary corrects the word automatically.
Creating a New Word for Spell Check Dictionary
To create a new word for the Spell Check Dictionary, carry out the following steps:
1. From the Administration menu, click Spell Check Dictionary, the Stop List Words page is displayed
.
Figure 353 Stop List Words
2. Click New Word(s). The Create Stop List Word(s) page is displayed.
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3. Enter the new word in the Stop List Words field
4. Click Save. The new stop word is created
Editing a Stop Word
To edit a Stop Word, carry out the following steps:
1. From the Administration menu, click Spell Check Dictionary, the Stop List Words page is displayed.
2. Click
next to the word which you want to edit. The Edit Stop List Word page is displayed.
Figure 354 Edit Stop List Word Page
3. Modify the Stop list word.
4. Click Save.
Deleting a Stop List Word
1. From the Administration menu, click Spell Check Dictionary, the Stop List Words page is displayed.
2. Click
next to the Stop List Word which you want to delete.A confirmation message is displayed
3. Click OK to delete the Stop Word.
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Synonym Engine
The Synonym Engine feature available in the Moxie Knowledge Spaces Admin Control Panel enables to
create a list of related or equivalent words.
Creating a Synonym
To create a Synonym, carry out the following steps:
1. From the Administration menu, click Synonym Engine. The Synonym Engine page is displayed.
Figure 355 Synonym Engine
2. Click New Synonym(s). Create Synonym(s) page is displayed.
Figure 356 Create Synonym(s)
3. Enter a new word in the Synonym field.
4. Click Save
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Editing a Synonym
To edit a Synonym, carry out the following steps:
1. From the Administration menu, click Synonym Engine. The Synonym Engine page is displayed.
2. Click
next to the synonym you want to edit. The Edit Synonym page is displayed.
Figure 357 Edit Synonym
3. Modify the word
4. Click Save.
Deleting a Synonym
To delete a synonym, carry out the following steps:
1. From the Administration menu, click Synonym Engine. The Synonym Engine page is displayed.
2. Click
next to the word you want to delete. A confirmation message is displayed.
Figure 358 Confirmation Message
3. Click OK.
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E-mail Administration
This section introduces you to E-mail Administration in Moxie Knowledge Spaces Admin Control Panel
About E-mail Administration
The E-mail Administration section of Knowledge Spaces™ Admin Control Panel provides the necessary
tools and resources to setup and manage Article Notification settings and E-mail options.
Note:
•
•
You must be granted the Email Admin permission to access the Email
Administration functionality.
You must also be granted the Knowledge Base permission to set up the Email
Admin functionality at the Knowledge Base level.
When you connect to the E-mail Administration section, you see the Article Expiration settings on the
Email Administration home page.
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Figure 359 Email Administration Page
When an Article is created in the Article Management area of Knowledge Spaces™ Admin Control Panel,
an Article Expiration Date can be assigned for the Article. In the Email Administration section, you can
choose to send E-mail warnings and Expiration notices. You can also customize the notification, and Email
notices that are sent when an Article Expires.
Article Expiration Notification
The Article Expiration Notification is a way of informing Internal Users when an Article in a Knowledge
Base has reached its Expiration Date. When an Article expires, it is no longer available for viewing in KB
Portals. Use the Article Expiration feature to trigger the Notifications and customize the E-mail notice that
is sent out when an Article expires.
On the Email Administration home page, in the Article Expiration Notification area is a listing of the
current Knowledge Bases, indicated by the
Knowledge Base icon.
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There are three categories you can choose from:
•
•
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Enabled
Edit
Settings
Enabled
If you want to turn on the Notification Expiration E-mail for any of your Knowledge Bases, click the
check box in the Enabled column next to the Knowledge Bases that contain Articles that require
Expiration Notification. Each time Articles in the selected Knowledge Base(s) expires, the Notification
Email messages are sent to the specified Internal Users. If you do not enable a Knowledge Base,
Expiration Email messages are not sent for the Articles in that Knowledge Base.
Note:
If you do not enable the Article Expiration Notification for a Knowledge Base, you
can still enable individual Articles in the Knowledge Base to send the expiration
Email. To do so, select the Notification option from the Add New Property list on
the Article Properties page in the Article Management area.
Edit
After you have enabled a Knowledge Base to send the Article Expiration Notification, you must create the
email text that is sent to the specified Users.
Click the EDIT link next to the Knowledge Base that you have enabled. A window will be displayed
where you can type the text of the Notification email message and click Save to save the email message.
Settings
Use the Settings area to list the email addresses where you want the Expiration Notification email
messages to be sent. Click the Settings link and specify the email addresses in the window displayed.
When the email Notifications are sent, the article ID and article title are included in the email message.
Article Expiration Warning
The Article Expiration Warning informs Internal Users before an Article in a Knowledge Base reaches its
expiration date. When an Article expires, it is no longer available for viewing in KB Portals. If you, or one
of your Internal Users must be informed before an Article expires, you must use the Article Expiration
Warning feature to turn on the Notification and customize the email notice that is sent out before an
Article expires.
In the Article Expiration Warning area is a list of your current Knowledge Bases, indicated by
Knowledge Base icon.
There are three categories you can choose from:
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Enabled
Edit
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•
Settings
Enabled
If you want to turn on the Article Expiration Warning email for any of your Knowledge Bases, click the
check box in the Enabled column next to the Knowledge Base, that contain Articles for which the warning
should be sent. Each time an Article in the checked Knowledge Base(s) is about to expire, the warning
email messages are sent to the specified users. If you do not enable a Knowledge Base, warning email
messages are not sent for the Articles within that Knowledge Base.
Note:
If you do not enable the Article Expiration warning for a Knowledge Base, you can
still enable individual Articles in the Knowledge Base to send the Expiration
warning email email. To do so, select the Notification option from the Add New
Property list on the Article Properties page in the Article Management area.
Edit
After you have enabled a Knowledge Base to send the Article Expiration warning notification, you must
create the email text that is sent to the specified Internal Users.
Click the edit link next to the Knowledge Base that you have enabled. A text window is displayed, type in
the text of the warning email message and click Save.
Settings
Use the Settings area to list the email addresses where you want the Expiration Warning Email messages
to be sent. Click the Settings link, and specify the Email addresses in the text window.
Note:
When the Email notifications are sent, the article ID and article title are included in the
Email message.
Article Subscription Option
From the Portal, Externals Users can subscribe to Articles to be notified through Email when an Article is
updated. You can turn on the Article Subscription for the Knowledge Bases by selecting the check boxes in
the Enabled column next to the Knowledge Bases. When an Article is updated, and an Internal User
triggers notification, an Email message is sent out to the subscribers. The Administrator can also customize
the Email message template.
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Note:
After an author updates an Article, there is a link on the Article Properties page, the
author can click the link to notify the subscribers. You can edit the subscriber
template for subscriber notification.
To Edit the Subscriber Template
1. In the Article Subscription section of the Email Administration page, select the Knowledge Base
and click Edit. The Edit Template for: Article Subscription page is displayed.
Figure 360 Edit Template for Article Subscription Page
2. In the Subject field, type the changes you want to make to the display.
3. In the text box below the Subject field, type the message you want to send to the subscriber.
4. Click Save.
Password Modification
The Password Modification is a way of informing Internal Users when their password to login in to the
Knowledgebase application is changed. You can turn on the Password Modification by selecting the check
box in the Enable column. The Administrator can also customize the Email message template.
To Edit the Password Modification Template
1. In the Password Modification section of Email Administration page, click Edit. The Edit
Template for Password Modification page is displayed.
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Figure 361 Edit Template for Password Modification page
2. In the text window displayed, type the text of the Password Modification Email.
3. Click Save to save the Email message.
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Search Engine Administration
This chapter introduces you to Search Engine Administration in Moxie Knowledge Spaces Admin Control
Panel.
This book introduces you to Search Engine Administration in
Spaces by Moxie™ - Knowledge Spaces™ Admin Control Panel.
About Search Engine Administration
The Search Engine Administration section of the Administration tab enables you to monitor the Search
Engine integrated with Knowledge Spaces™ and to maintain the Search Engine in its optimum condition.
1. In the Moxie Knowledge Spaces Admin Control Panel Home page, click Administration > Search
Engine Administration. The Search Engine Administration page is displayed.
Figure 362 Search Engine Administration Page
The following table describes the options available in the Search Engine Administration page:
Option
Description
Get Status
From the Check Search Engine Health area, click the Get Status
to view the current configuration settings, and the status of the Search
Engine child processes.
Note: Before checking the Search Engine health, ensure that you
have added the IP address of the computer from which you want
to check the Search Engine Health into the
(AutonomyIDOLServer.cfg file in the <Moxie Knowledge
Spaces
Installation>KnowledgeBase.Net\Autonomy\IDOLServer\ID
OL\ path.)
View Log File
From the Search Engine Log Files list, select the required log file,
and click the View Log to view the information on the selected log file.
The information facilitates the troubleshooting of any issues related with
the search operation.
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Option
Description
Clear Search Engine
Content
The Clear Search Engine Content feature enables you to remove the
unnecessary, or unused content associated with Knowledge Bases or
Remote Sites from the Search Engine.
The Clear Search Engine Content list has the following three
options:
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All
Knowledge Base Only
Remote Site Only
Select the required option from the Clear Search Engine Content
list, and click Clear to remove the content from the Search Engine.
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System Settings
This chapter provides information about System Settings in Moxie Knowledge Spaces Admin Control
Panel.
About System Settings
The System Settings section of the Administration tab enables you to set system settings for administrative
functions such as:
•
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File type or Format upload
File size upload
IP address settings
Email notification templates.
Note:
You must be granted the System Settings permission to set system settings for
administrative functions.
File Types
File Types are a list of file extensions and file formats that can be imported into the system as new
Articles, Article attachments, or resources available in the Manager.
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Figure 363 System Settings Page
In the Secret Key field, configure a security key to be used to encrypt and decrypt a Just In Time (JIT)
Portal Entitlement package in the external Entitlement based system, and Knowledge Spaces™ Admin
Control Panel respectively.
Note:
The security key is stored within the Secretkey column in the tb_knbEncryptDecrypt
table of the ecrmkb database.
If you receive a message that you are uploading an invalid file type, or you are adding file extensions that
cannot be imported as articles and/or attachments/resources, you can make these changes from the System
Settings area.
To Add New File Extensions
1. In the Knowledge Spaces™ Admin Control Panel Home page, click Administration > System
Settings. The System Settings page is displayed.
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Figure 364 File Extensions Page
2. Click
or
. The New File Type page is displayed.
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Figure 365 New File Type Page
3. Add the name of the file, and the extension of the file (e.g. .doc, .pdf).
Note:
The file extensions are case sensitive and must include the ‘.’ along with the
extension.
4. Click Save.
Note:
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•
To edit a File type, click
to the left of the file type, type the change and click
Save.
To delete a File type, click to the left of the file type, and click OK in the
message box displayed.
KB Administrator Setting
Show disabled features - using the show disabled features control in Admin Control panel setting area,
you can choose to show or hide the links and features that are not available to certain Internal Users. If you
remove access to a certain feature, setting, or area in KB Administrator for an Internal User or Internal
Access Profile, these links and settings can appear as either grayed-out or not appear at all. If you select to
show the disabled features, these links and areas appear as grayed-out.
Article and Attachment upload limits - to set the maximum file size for Articles and attachments that can
be uploaded into Knowledge Spaces™, you can use the menus to determine the size limits. If an Internal
User attempts to upload a file that is larger than the allowed file size, they see an Exceeded Allowable File
Size message.
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Portal Setting
Portal URL - Use the text field in the portal setting area to specify the IP address of your Knowledge
Spaces Portal server (this is the IP address for your KB Portal), e.g. http://xxx.xxx.xxx.xxx/
Notification
In the Notification area, you can create the from email addresses for email messages that are sent to users
for various notification messages, and specify when Internal Users are notified to change their password.
There are two email address fields listed in the Notification area, one for support, and one for system. You
can use the text fields to specify the from email addresses for both support and system. The support email
notifies users when the passwords are changed. The system email address is for other email functions,
such as workflow change notification, and article expiration or reminder email.
You can use the two text fields below the email address fields to create your email template content. The
Request Password field contains the content that is sent to Internal Users when their password is changed.
If you keep the [[username]] and [[password]] fields in the template, the username and password are
automatically included in the email message.
The Email Article Content field contains the default content for mailing a link to an article from the right
frame of the article view in the KB Portal. Keeping the [[articleurl]] field ensures that the correct links to
the article are automatically included in the email template.
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Reports
Chapter 5:Reports
This Chapter provides information about Knowledge Spaces™
Admin Control Panel Reports.
In this chapter
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About Knowledge Spaces™ Reports .......................................
Users Reports............................................................................
Content Reports ........................................................................
The Community Reports...........................................................
The Search Reports...................................................................
The ROI Reports.......................................................................
The Integration Reports ............................................................
Saved Report.............................................................................
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About Knowledge Spaces™ Reports
The Reports tab in Knowledge Spaces™ Admin Control Panel enables you to generate a variety of
reports to gauge Knowledge Spaces usage from both an External User and Internal User perspective. You
can run reports to track Article, Author, Workflow Status, Article Timeline, Article Performance, and
more. You can choose numerous functions, and can mix and match your reports to generate the exact data
you need.
The following table illustrates the Report tab in Knowledge Spaces™ Admin Control Panel:
Figure 366 Reports Tab
Knowledge Spaces™ Reports include the following broad categories::
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•
•
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Users
Content
Community
Search
ROI
Saved Reports
Click
next to the Report section name to view the report type available within the section.
-OrClick
next to the section name to hide the report types listed in the section.
Choose the specific report that you would like to run by selecting the Report link within the appropriate
section to the left on the Reports tab.
Every report in the system can be exported to Microsoft Excel by clicking the Export To Excel link.
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Note
Reports include data pertaining to activities on portals designed in Portal Style #4
and Portal Style #5 (responsive portal). Exceptions if any in case of the responsive
portal are indicated where ever applicable in the following sections.
Users Reports
The Users Reports menu includes the following reports:
•
•
•
•
•
•
Accounts By Profile
Feedback
User Details
User Summary
Visitors
User Activity
Accounts By Profile Report
The Accounts By Profile report displays the details of the Internal Users, and External Users created in
Knowledge Spaces™ Admin Control Panel.
Note
You must be granted the Accounts By Profile option in the Internal Access Profile
to be able the generate the Accounts By Profile report.
The Accounts By Profile report includes user information such as the Last Name, First Name,
Department, Email Address, and the Profile assigned to the User. The following options are available to
filter the Users to be listed in the report:
User Profile
From the User Profile menu, select the required User Profile name. The report generated will list the Users
associated with the selected Profile. Select All if you want to list the Users associated with all Internal User
Profiles, and External User Profiles.
Date Range
From the Date Range menu, select the required dates in the From and To lists for the report to list the
Users created within a specific date range.
After specifying the report choices, click the Run Report button at the bottom right of the selection page.
The report is generated. A sample Users by Profile report is shown in the following figure:
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Figure 367 Accounts by Profile Report
Feedback Report
The Feedback report allows you to capture user comments and feedback on a per Article basis. The User
section on the report main page enables you to generate a Feedback report for a selected External User.
Additionally, when you select a user to generate the Feedback report, the Number of last Articles viewed
and last search option is displayed which enables you to configure the number of last Articles viewed,
and searched by the user to be displayed in the report.
Note
The maximum value that can be set for Number of last Articles viewed and last
search is 9.
The Portal list enables you to filter the user feedback submissions listed on the Feedback report main page
by different Portals.
The Knowledge Base, User, and Create Date columns enable you to sort the feedback submissions on
the Feedback report main page by the following conditions:
•
•
•
The Knowledge Base from which the feedback submissions were sent.
The Portal user who submitted the feedback.
The date when the feedback submissions were sent.
To filter the Feedback submissions by a Portal, select the required Portal from the Portal list on the
Feedback report main page. The Feedback submissions related to the Portal are listed on the page.
To sort the feedback submissions on the Feedback report main page by a Knowledge Spaces from which
the feedback submissions were sent, in the Knowledge Base column, click on the Knowledge Base name
by which you want to sort the feedback submissions listed on the page.
To sort the feedback submissions on the Feedback report main page by the Portal user who submitted the
feedback, in the User column, click on the name of the user by whom you want to sort the feedback
submissions listed on the page.
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To sort the feedback submissions on the Feedback main page by the date when the feedback submissions
were sent, in the Create Date column, click on the date by which you want to sort the feedback
submissions listed on the page.
To sort by a certain date range, choose the selected date range from the menu, and click Run Report. Only
the feedbacks in the selected date range are listed in the report.
The following figure shows a sample Feedback Report:
Figure 368 Sample Feedback Report
User Details Report
The User Details report displays articles that are created and edited by Internal Users. Choose the internal
user from the window, and select the date range to run the report. When you are ready, click the Search
button, and the report displays on the following screen.
From this screen, you can click the Back button to return to the previous screen, or you can click an article
title to drill down and view the complete history of that article.
User Summary Report
The Users section of the Reports module provides Internal User activity tracking, based on activity type
and activity date. You can use the features of this section to analyze the activity of your employees after
they log into the Knowledge Spaces.
A list of Knowledge Spaces™ Admin Control Panel Internal Users, as well as any activity in which each
user has participated, based on the selected date range are displayed.
The following list of activities are tracked in the Users section:
•
•
•
Create Article
Edit Article
Delete Article
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•
•
•
Create Category
Create Knowledge Spaces
Create Glossary
The default user report that appears when you access the Users section shows all user activity for the
current month.
At the top of the page is the Date Range field. You can choose to run a report for any date that you want
using the menus in the Date Range field. Once you select the dates to run your report, click the Run
Report button, and your new report displays below in the main frame of the page.
A list of all the current Active Internal Users, sorted by three categories, User, Activity, and Count
displays. The User category provides a list of all current active users. The Activity category provides a list
of all Knowledge Spaces™ Administrator activities by user during the selected time frame. The Count
category lists the number of specific activities per user.
Visitors Report
The Visitors section of the Reports module provides Moxie Knowledgebase Customer Portal access
statistics. For each active Moxie Knowledgebase Customer Portal, you can view the number of monthly
visits.
At the top right of the Visitors page is a menu. All of your portals are listed in the menu. Choose a portal
name from the menu, and you can call up the portal statistics displayed in the main frame of the page.
You can view the number of monthly visits to the portal, sorted by date and number of visits. Portal visits
are represented both by number and by a red bar graph.
User Activity Report
Knowledge Spaces™ enables you to generate a report on the activities of the External Users on the Portal.
The activity is tracked based on content viewed on the Portal, duration of session, etc. Thre report displays
records for both Logged on or non logged on Portal Users.
The User Activity Report page provides various criteria that you can select to generate a report. You can
also select the required Sort, and Display options based on how you want the information to be sorted,
and displayed in the report.
Figure 369 illustrates the User Activity Report main page.
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Figure 369 User Activity Report Main Page
The following options are available to filter the User Activities to be listed in the report:
Portals
From the Portals menu, select the Portals from which you want the User Activity to be listed in the report.
If you want the report to list User Activity from multiple Portals, hold down the Ctrl key, and select the
required Portals. Select All, if you want the report to include User Activity for all the Portals.
Profiles
From the Profiles menu, select the Profile for which you want the External User Activity to be listed in the
report. If you want the report to list User Activity for multiple Profiles, hold down the Ctrl key, and select
the required Profiles. Select All, if you want the report to include User Activity by all Profiles.
User(s)
From the User(s) menu, select the required External User. The report will list User Activity associated with
the selected User. If you want the report to list multiple Users, hold down the Ctrl key, and select the
required Users. Select All, if you want the report to include User Activity of all Users.
Type
The report will list the Activity performed by External Users based on the User Activity Type selected from
the Type menu. For the report to include User Activity associated with multiple User Activity types, hold
down the Ctrl key, and select the required User Activity Types.
The Activity Type options available are:
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Login
Article
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•
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Forum
Wiki
FAQ
Solution Finder
Glossary
ATR
Login Date
For the User activity report by Login :
1. Select All, to list all activities irrespective of the time-frame when they occurred.
2. Select Specific Date Range to list activities posted within a date range, ,
3. Select the from and to dates for the range.
Report Display Columns
Each report type includes options to customize the display of information in the generated report. The
options you select are displayed as columns in the report. The columns available for the Login report type
is as described in Table 2:
Login Report
Select this option for the report to include...
User Name
Names of the External Users who performed User Activity on the Portal.
Login Date
The last login date for each of the User Activity.associated with the Portal.
Login Type
The Login method the User used to log on to the portal. The column displays
the value as KB Portal as the User logged on to the Portal through the KB
Portal login window.
Login Time
The last login time for each of the User Activity on the Portal.
IP Address
The IP Address of the computer the External User used to access the Portal.
Session ID
The report to include the unique ID generated for the User’s login on the Portal.
Time Spent for Session
The duration of the External User’s session.
Previous URL
The URL used by the External User used to access the Portal.
Portal ID
IDs of the Portal the External User accessed.
LogOff Status
The logout procedure the External User used to end the session on the Portal.
Logoff Status can have one of the following values :
•
•
Table 2
True : User explicitly selected logout. to end the session
False : Session expired without the user logging out.
Columns - User Activity Report
The Display Columns available for Article, Forum and Wiki, FAQ, Solution Finder, Glossary and ATR are
as listed in Table 3 and Table 4. These labels are self explanatory.
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Article
Forum
Wiki
FAQ
User Name
User Name
User Name
User Name
Visit Date
Visit Date
Visit Date
Visit Date
Article ID
Forum Name
Search String
Search String
Search String
Search String
Search On
Search On
Search On
Search On
Portal Name
Portal Name
Portal Name
Portal Name
Visit Time
Visit Time
Visit Time
Visit Time
Search Type
Search Type
Attachment Viewed
Post Name
Search Area
Search Area
Search Type
Search Type
Wiki Name
Session ID
Search Area
Search Area
Search Filter
Search Filter
Session ID
Session ID
Search Result
Search Result
Search Filter
Attachment Viewed
Search Result
Search Filter
FAQ
Search Result
Table 3
Columns - Article, Forum, Wiki and FAQ Reports
Solution Finder
Glossary
ATR
User Name
User Name
User Name
Visit Date
Visit Date
Visit Date
Search String
Search String
Search String
Search On
Search On
Search On
Portal Name
Portal Name
Portal Name
Visit Time
Visit Time
Visit Time
Search Type
Search Type
Search Area
Search Area
Search Area
Search Filter
Session ID
Glossary
Search Result
Search Filter
Session ID
Search Result
Search Filter
Search Result
Table 4
Columns - Solution Finder, Glossary, and ATR Reports
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Note:
In case of the "User Activity > Article" Report
•
The report includes the search query (the string used prior to viewing the article) entered on the
home or search page. If users entered search strings and viewed articles using the category browser,
or by selecting an article from a widget, this column will contain blanks.
•
"Search Result” includes the ranking of the selected article(s) in the search results. For example, the
one in row - 5 is ranked 5th.
•
"Search Area” uses "fulltext" for all searches on responsive portal
The following columns will not include data resulting from user activity on the responsive
portals:
•
Search Filter
•
Search On
In case of the "User Activity > Solution Finder” report:
The report includes the folowing:
•
•
•
Search String
Search Type
Search Result
The report excludes the following:
•
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•
Search Filter
Search On
Search Area
Sort By
The Sort By panel enables you to sort the report results based on a preferred option. For example, if you
select Login/Visit Date, the User Activity performed last is listed first, and the User Activity performed
first is listed at the end.You can sort the report by one of the following criteria:
• Login/Visit Date
• Session ID
• User Name
• Type
After specifying the report choices, display options, and sort criteria, click Search at the bottom right of
the selection page. The report is generated. Figure 370 shows a sample User Activity report
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Figure 370 User Activity Report
Content Reports
The Content Reports menu includes the following reports:
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•
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Articles
Article Hit Report
Base and Derived
FAQ
Workflow
Articles Report
For the Articles report, you can choose from the reporting options listed in the 10 panels in this page.
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•
Knowledge Spaces
The Knowledgebase panel is for selecting one, more than one or all knowledge bases for the report. If
you have multiple Knowledge Bases, you can search them all by selecting All.
Author
The Author panel is for selecting from the drop-down list of Internal Users who are ‘authors of
articles in the knowledge base(s). You can select one, more than one or all authors for the report.
Status
The Status panel is for selecting articles based on Workflow status. The Workflow steps or status are
available in the drop-down list. Select one, or all to run your report. Articles that are within the chosen
Workflow step(s) will be listed in the report.
Category
The Category panel is for selecting articles based on their Categories. Select one, or all to run your
report. Articles that are within the chosen category(ies) will be listed in the report.
Group
The Group panel is for selecting articles based on their Groups. Select one, or all to run your report.
Articles that are within the chosen group(s) will be listed in the report..
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•
Date Panels - Create date, Modify date and Expiration date
In these 3 date panel menus select All Dates, or a Specific Range to see reports of article activity
without any time bar, or those within that date-range - respectively.
Use the Create Date menu to for the report to contain a list of articles created on the selected date or
the specific date-range.
Use the Modify Date menu for the report to contain a list of articles modified on the selected date or
the specific date-range.
Use the Expiration Date menu for the report to contain a list of articles that will get tagged as expired
on the selected date or the specific date-range.
Display panel
This is a check-list of all items that can be deployed as column headings in a Report. You can
customize and format reports by selecting multiple display items in this panel. Click each check-box
in this panel to select the display items. In the generated report, the selected items appear as
columns headings.
Display Item &
Column Heading
Column contents in the report
Article Number
The article ID is displayed for each Article.
Title
The Article title is displayed for each Article.
Author
The author name is displayed for each Article.
Status
The current workflow step is displayed for each Article.
Create Date
The date of Article creation is displayed for each Article.
Modify Date
The last date of article modification is displayed for each Article.
Expiration
The Article expiration date (if applicable) is displayed for each Article.
Group
The Group to which the Article belongs is displayed for each Article.
Category
The Category to which the Article belongs is displayed for each Article.
Hits
The number of times it was viewed through a Knowledge base portal is displayed
for each Article.
Total Ratings
The total number of positive and negative ratings for articles.
Useful
The average of the rating given to the Article when viewed on the Portal.
Solved (%)
The percentage of the number of times the user clicks “issue is resolved” from the
ATR.
Last Publisher
The name of the Internal User who has published the Article is displayed for each
Article listed in the report.
Article Checkout
The status of the Article is displayed for each Article listed in the report. The status
is True for a checked out Article, and False for a checked in Article.
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Figure 371 Content > Articles - Report
Sort
You can set a sorting option for the report. For example, to list the articles from the ones that are viewed
the most to the ones viewed the least, choose the Number of Hits option in the Sort menu. You can opt for
a sort by any of the following criteria:
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•
•
•
•
•
•
•
•
•
•
Article Number
Article Title
Article Workflow Status
Create Date
Modify Date
Expiration Date
Article Group
Category
Hits
Total Ratings
Useful
Solved (%)
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• Last Publisher
• Article Checkout
After you set the criteria, click Search at the bottom right of the selection page. The generated report
displays on the Article Results page. Figure 372 illustrates a sample Articles Report. The graphic is split
for better readability.
Article Hit Report
The Article Hit Report provides Portal level reports of article view activity. There are two options
available in this report.
1. By Portal - provides portal specific hit reporting of all articles that are available in the selected portal.
2. By Date Range - enables to you select a start and end date range to make your Article Hit Report more
specific.
Base and Derived Articles Report
Moxie Software™ Customer Spaces Knowledgebase enables you to create, and maintain relationships
between Articles. For example, if an Article in English is translated into multiple languages, you can link
the translated Articles as Derived Articles of the Article in English which serves as the Base Article.
The Article Information page enables you to configure whether an Article is a Base Article, or a Derived
Article.
The Base And Derived Report enables you to generate a detailed report on the Base, and Derived Articles
created in Moxie Software™ Customer Spaces Knowledgebase. The Base And Derived Report page
provides various criteria that you can select to generate a report. You can also select the required Sort, and
Display options based on how you want the information to be sorted, and displayed in the report. You can
generate the report with only Base Articles, or with both Base Articles and their Derived Articles.
The following options are available to filter the Articles to be listed in the report:
Knowledge Base
From the Knowledge Base menu, select the Knowledge Base(s) from which you want the Base, or Base
and Derived Articles to be listed in the report. If you want the report to list Articles from multiple
Knowledge Bases, hold down the Ctrl key, and select the required Knowledge Bases. Select All, if you
want the report to include Base, or Base and Derived Articles present in all the Knowledge Bases.
Author
From the Author menu, select the required author names. The report will list the Base, or Base and
Derived Articles associated with the selected author name(s). If you want the report to list Articles created
by multiple authors, hold down the Ctrl key, and select the required authors. Select All, if you want the
report to list the Base, or Base and Derived Articles created by all authors.
Note
In the Author menu, a deleted Internal User is grayed, and suffixed with an asterisk
(*).
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Status
From the Status menu, select the required Workflow steps. The report will list the Base, or Base and
Derived Articles associated with the selected Workflow step(s). To select multiple Workflows, hold down
the Ctrl key, and select the required Workflows. Select All if you want the report to list the Base, or Base
and Derived Articles associated with all the available Workflows.
Create Date
From the Create Date menu, select a date range for the report to list the Base, or Base and Derived
Articles created within a specific date range. Select All Dates, if you want the report to list all the Base, or
Base and Derived Articles. To generate a report with Articles created within a date range, select Specific
Range, and select the required dates in the from and to lists.
Modify Date
From the Modify Date menu, select a date range for the report to list the Base, or Base and Derived
Articles that were modified within a specific date range. Select All Dates, if you want the report to list all
the Base, or Base and Derived Articles. To generate a report with Articles modified within a date range,
select Specific Range, and select the required dates in the from and to lists.
Expiration
From the Expiration menu, select a date range for the report to list the Base, or Base and Derived Articles
with the expiration date in a specific date range. Select All Dates if you want the report to list all the Base,
or Base and Derived Articles. To generate a report with Articles that expired within a date range, select
Specific Range, and select the required dates in the from and to lists.
Display
The Display area provides options to customize the display of information in the generated report. You can
select the categories to be displayed when a report is generated. Each of the options you select is displayed
as a unique column in the report.
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•
•
•
•
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•
Article Number – Select this option to include the Article IDs for the Articles listed in the report.
Title – Select this option to include the titles associated with the Articles.
Author – Select this option to include the author details for each of the Articles listed in the report.
Status – Select this option to include the Workflow step associated with each of the Articles listed in
the report.
Create Date – Select this option to include the Article creation date for each of the Articles listed in
the report.
Modify Date – Select this option to include the last modified date for each of the Articles listed in the
report.
Expiration – Select this option to include the expiration date for each of the Articles listed in the
report. If you have not set an expiration date for an Article, the column in the report remains blank.
Hits – Select this option to include the count of number of times an Article was viewed on the Portal.
Base Articles Only – Select this option to generate the report listing only the Base Articles.
Base And Derived Articles – Select this option to generate the report listing both the Base, and
Derived Articles.
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Sort
The Sort area enables you to sort the report results based on a preferred option. For example, if you select
Hits, the Article most viewed on the Portal is listed first, and the Article least viewed on the Portal is listed
at the end.
You can sort the report by one of the following criteria:
•
•
•
•
•
•
•
Article Number
Title
Status
Create Date
Modify Date
Expiration
Hits
After specifying the report choices, display options, and sort criteria, click the Search button at the bottom
right of the selection page. The report is generated.
The following figures show a sample report with Base Articles only, and a sample report with Base and
Derived Articles:
Figure 372 Sample Report Listing the Base Articles
Figure 373 Sample Report Listing the Base and Derived Articles
FAQ Report
The FAQ Reports area displays the number of hits the Frequently Asked Questions (FAQ) receive.
All of the FAQ are listed here. They are prioritized by the FAQ that receive the most hits at the top and
decreasing as they move down towards the bottom.
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Workflow Report
The Workflow report allows you to report on internal users and their workflow activity. Choose an internal
user, knowledgebase, the workflow step, and date range on the main page. When you are ready, click the
Search button to run the report.
The Community Reports
The Community section on the Reports tab includes the following report builders:
•
•
Forum Report Builder
Wiki Report Builder
Forum Report Builder
Moxie Software™ Customer Spaces Knowledgebase enables External Users with necessary Forum
permissions to contribute to the Forums on the Portal. The users can log on to the Portal to manage, and
view Forums available on the Portal. The Forum page on the Moxie Software™ Customer Spaces
Knowledgebase Customer Portal enables you to create, contribute, and manage Forums.
The Forum Report Builder enables you to generate reports on the Forums, Forum Threads, and Forum
Posts created in Portals in Moxie Software™ Customer Spaces Knowledgebase. The Forum Report
Builder page provides various criteria that you can select to generate a report. You can also select the
required Sort, and Display options based on how you want the information to be sorted, and displayed in
the report.
The following figure shows the Forum Report Builder main page:
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Figure 374 Forum Report Builder Main Page
The following are the options available to filter the Forums to be listed in the report:
Forum Categories
From the Forum Categories menu, select the Forum Category from which you want Forum to be listed in
the report. If you want the report to list multiple Forum Categories, hold down the Ctrl key, and select the
required Forum Categories. Select All, if you want the report to include Forums present in all Forum
Categories.
Forum Name(s)
From the Forum Name menu, select the required Forum Name. The report will list the Forum Posts
associated with the selected Forum Name. If you want the report to list multiple Forum Names, hold down
the Ctrl key, and select the required Forum Names. Select All, if you want the report to include Posts
present in all Forum Names.
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Forum Thread(s)
From the Forum Thread(s) menu, select the required Forum Thread. The report will list Forum Threads
associated with the selected Forum Thread. If you want the report to list multiple Forum Threads, hold
down the Ctrl key, and select the required Forum Threads. Select All, if you want the report to include
Post present in all Forum Threads.
Portals
From the Portals menu, select the Portals from which you want the Forum Posts to be listed in the report.
If you want the report to list Forum Posts from multiple Portals, hold down the Ctrl key, and select the
required Portals. Select All, if you want the report to include Posts present in all Portals.
Forum Contributor Profiles
From the Forum Contributor Profiles menu, select the required External Access Profile names. The report
will list the Forum Posts posted by External Users with the selected External Access Profiles. If you want
the report to list Forum Posts associated with multiple External Access Profiles, hold down the Ctrl key,
and select the required External Access Profiles. Select All, if you want the report to include Forum Posts
associated with all the External Access Profiles listed in the menu.
Forum Contributor Username(s)
From the Forum Contributor Username(s) menu, select the required External User names. The report will
list the Forum Posts posted by the selected External Users(s). If you want the report to list Forum Posts
associated with multiple External Users, hold down the Ctrl key, and select the required External Users.
Select All, if you want the report to include Forum Posts associated with all the External Users listed in the
menu.
Forum Created Date
From the Forum Created Date menu, select a date range for the report to list the Forum Posts created
within a specific date range.
Select All Dates, if you want the report to list all the Forum Posts irrespective of the date when the Forum
Post was created. To generate a report with Forum Posts created within a date range, select Specific Date
Range, and select the required dates in the from and to lists.
Forum Post Date
From the Forum Post Date menu, select a date range for the report to list the Forum Posts posted within a
specific range.
Select All Dates, if you want the report to list all the Forum Posts irrespective of the date when they were
posted. To generate a report with Forum Posts posted within a date range, select Specific Date Range, and
select the required dates in the from and to lists.
Forum Statuses
From the Forum Statuses menu, select the required Forum status. The report will list the Forum Posts set
with the selected Forum Status.
Select Open & Closed, if you want the report to list all the Forum Posts irrespective of the status they are
set to. To generate a report with Forum Posts set to open status, select Open only option, and to generate a
report with Forum Posts set to closed status, set Closed only option.
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Positive Rating
Positive Rating is the percentage of Postive rating received for the Posts within the Forum Thread. For
example, if all the posts in a Thread have been rated a total of 100 times, and 98 of those ratings were
positive, then the Positive rating will b 98%.
Select All Ratings if you want the report to list all the Forum Posts associated with a positive rating. To
generate a report with Forum Posts associated with a specific positive rating range, select Specific Range,
and specify the required rating in the Between and and fields.
Display Columns
The Display Columns provide options to customize the display of information in the generated report.
You can select the categories to be displayed when a report is generated. Each of the options you select is
displayed as a unique column in the report.
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•
•
•
•
•
•
•
•
•
•
•
•
Forum Category - Select this option to include the names of the Forum Categories associated with the
Forum Posts listed in the report.
Contributor Profile - Select this option to include the names of the External Access Profiles associated
with the Forum Posts listed in the report.
Forum Status - Select this option to include the status of the Forums associated with the Forum Posts
listed in the report.
Forum Name - Select this option to include the names of Forums associated with the Forum Posts
listed in the report.
Contributor Username - Select this option to include the names of the External Users associated with
the Forum Posts listed in the report.
Post Count - Select this option to include the count of number of Posts within the Forum Thread.
Forum Thread - Select this option to include the names of the Forum Threads associated with the
Forum Posts listed in the report.
Forum Created - Select this option to include the creation date of the Forum Threads associated with
the Forum Posts listed in the report.
Positive Rating - Select this option to include the percentage of postivie rating received for the Posts
within the Forum Thread.
From Portal - Select this option to include the type of Security and Access Option set for the Portal to
which the Forum Postings listed in the report belong.
Post Date - Select this option to include the last modified date for each of the Forum Postings listed in
the report.
Negative Rating - Select this option to include the percentage of negative rating received for the Posts
within the Forum Thread.
View - Select this option to include the count of number of times the Forum Posts were viewed on the
Portal.
Sort By
The Sort By area enables you to sort the report results based on a preferred option. For example, if you
select Post Date, the Forum Post last posted is listed first, and the Forum Post modified first is listed at the
end.
You can sort the report by one of the following criteria:
•
Forum Category
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•
•
•
•
•
•
•
•
•
•
Contributor Profile
Forum Status
Forum Name
Contributor Username
Post Count
Forum Thread
Forum Created
Positive Rating
From Portal
Post Date
Negative Rating
View
After specifying the report choices, display options, and sort criteria, click the Search button at the bottom
right of the selection page. The report is generated.
The following figure shows a sample Forum Posts report:
Figure 375 Forum Posts Report
Wiki Report Builder
Moxie Software™ Customer Spaces Knowledgebase enables the External Users with necessary Wiki
permissions to contribute to the Wikis on a Portal. The External Users can search for, and view the Wiki
Articles available on the Portal. The users can also log on to the Portal to manage the Wikis on the Portal.
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A Portal user with permissions to contribute to the Wikis can create new Wiki Articles, edit, and delete
Wiki Articles, add, and delete tags from Wiki Articles, suspend and restore Wiki postings. An External
User with permissions to manage Wikis can configure the Wikis that can be available on the Portal.
The Wiki Report builder enables you to generate a detailed report on the Wiki Articles created on Portals
in Moxie Software™ Customer Spaces Knowledgebase. The Wiki Report Builder page provides various
criteria that you can select to generate the report. You can also select the required Sort, and Display
options based on how you want the information to be sorted, and displayed in the report.
The following figure shows the Wiki Report Builder main page:
Figure 376 Wiki Report Builder Main Page
The following options are available to filter the Wiki Articles to be listed in the report:
Portals
From the Portals menu, select the Portal(s) from which you want the Wiki Articles to be listed in the
report. If you want the report to list Wiki Articles from multiple Portals, hold down the Ctrl key, and select
the required Portals. Select All, if you want the report to include Wiki Articles from all the Portals listed in
the menu.
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Wiki Contributor Profiles
From the Wiki Contributor Profiles menu, select the required external access profile names. The report
will list the Wiki Articles associated with the selected external access profile(s). If you want the report to
list Wiki Articles associated with multiple external access profiles, hold down the Ctrl key, and select the
required external user profiles. Select All, if you want the report to list the Wiki Articles associated will all
the external access profiles listed in the menu.
Note
The external access profiles listed in the Wiki Contributor Profiles menu change
based on the Portals selected in the Portals menu. Only profiles with access to the
selected portals will be displayed in the Wiki Contributor Profiles menu.
Wiki Contributor Username(s)
From the Wiki Contributor Username(s) menu, select the required External User names. The report will
list the Wiki Articles associated with the selected External User(s). If you want the report to list Wiki
Articles associated with multiple External Users, hold down the Ctrl key, and select the required External
Users. Select All, if you want the report to list the Wiki Articles associated will all the External Users listed
in the menu.
Wiki Created Date
From the Wiki Created Date menu, select a date range for the report to list the Wiki Articles created
within a specific date range.
Select All Dates, if you want the report to list all the Wiki Articles irrespective of the date when the Article
was created. To generate a report with Wiki Articles created within a date range, select Specific Date
Range, and select the required dates in the from and to lists.
Wiki Modified Date
From the Wiki Modified Date menu, select a date range for the report to list the Wiki Articles that were
modified within a specific date range. Select All Dates, if you want the report to list all the Wiki Articles
irrespective of the date when the Article was modified. To generate a report with Wiki Articles modified
within a date range, select Specific Date Range, and select the required dates in the from and to lists.
Templates
From the Templates menu, select the required Template(s). The report will list the Wiki Articles
associated with the selected Template(s). To select multiple Templates, hold down the Ctrl key, and select
the required Templates. Select All if you want the report to list the Wiki Articles associated with all the
Templates listed in the menu.
Average Wiki Rating
From the Average Wiki Rating menu, specify the Wiki Article rating range. The report will list the Wiki
Articles with the rating in the specified range. Select All Ratings if you want the report to list all the Wiki
Articles associated with a rating. To generate a report with Wiki Articles associated with a specific rating
range, select Specific Range, and specify the required rating in the Between and and fields.
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Display Columns
The Display Columns area provides options to customize the display of information in the generated
report. You can select the categories to be displayed when a report is generated. Each of the options you
select is displayed as a unique column in the report.
•
•
•
•
•
•
•
•
•
•
From Portal – Select this option to include the Portal names for the Wiki Articles listed in the report.
Contributor Profile - Select this option to include the names of the external access profiles associated
to the Wiki Articles listed in the report.
Contributor Username - Select this option to include the names of the External Users associated to the
Wiki Articles listed in the report
Wiki Title - Select this option to include the titles associated with the Wiki Articles.
Wiki Create Date - Select this option to include the Article create date for each of the Wiki Articles
listed in the report.
Wiki Modified Date - Select this option to include the last modified date for each of the Wiki Articles
listed in the report.
Template Name - Select this option to include the Template Name associated to each Wiki Article
listed in the report.
Wiki Tags - Select this option to include the names of the tags associated to the Wiki Articles listed in
the report.
Average Wiki Ratings - Select this option to include the rating associated to each Wiki Article listed
on the page.
View - Select this option to include the count of number of users who viewed the Wiki Article on the
Portal.
Sort
The Sort area enables you to sort the report results based on a preferred option. For example, if you select
Wiki Modified Date, the Wiki Article last modified is listed first and the Wiki Article modified first is
listed at the end. You can sort the report by one of the following criteria:
• From Portal
• Contributor Profile
• Contributor Username
• Wiki Title
• Wiki Create Date
• Wiki Modified Date
• Template Name
• Wiki Tags
• Wiki Rating
• View
After specifying the report choices, display options, and sort criteria, click Search on this page. The
report is displayed as in the sample Wiki Articles report below.
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Figure 377 Wiki Report
The Search Reports
The Search section on the Reports tab includes the following report builders:
•
•
•
Unanswered
Search Report
ATR Report
Unanswered Search Report
This report allows you to view keywords and questions submitted by users, that return no results.
The report lists the search string, search type, count and percentage of such occurrences.
Use this information to add keywords and/or questions to your existing articles to improve the search, or
create new articles that answer the unanswered questions or unfound keywords.
i
Figure 378 Unanwered Search Report
Search Report
With this feature you can track article hits by date range, and specific users viewing the articles. To run this
report from the Reports tab:
1. Click Search > Search Report in the left pane.
The search report screen appears.
2. Enter the criteria for one of the following:
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• date range
• user
3. Click Submit. The search report is displayed as in the sample below with the following data:
• Hits - the number of times aan rticle was viewed from the search results page.
• Search strings - the search text(query) submitted in the portal to search for articles. The * indicates
that search was not not based on user query.
You can click the column headings to sort by the respective columns.
Figure 379 Search Report
Note:
The Search report data helps administrators effectively manage their knowledge-bases. It
includes
•
•
activity data from both portal types - PS4 and responsive.
search strings submitted in the responsive portal
ATR Report
The ATR Report feature shows you a breakdown of all ATR submissions and who submitted them during
a particular date range for any or all Portals.
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Reports
The ROI Reports
The ROI section on the Reports tab includes the following reports:
•
•
ROI
AdManager
Return on Investment Report
This report enables you to determine the actual cost savings resulting from using Knowledge Spaces™.
The report uses an ROI calculator based on typical contact center services provided to external customers.
To run the ROI report:
1. From the Reports main menu, click RoI>RoI. The Return on Investment report screen is displayed.
2. Set the following options for this report:
• Knowledge base
• Portal
• Data range
• Cost per contact
• Percentage
• Sorted by article number or titles
3. Click Search to run the report. Your ROI metrics will be displayed.
Figure 380 Sample ROI Report
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The ROI calculation is described in detail in the table below.
Portal Data
Example
Definition
Total Hits
100
The number of times an article has been viewed.
Positive Rankings
25
The number of people who clicked the “thumbs up”
button in Portal Style 4 or answered “yes” to the question
“was this article helpful” in the new Portal.
Negative Rankings
10
The number of people who clicked the “thumbs down”
button in Portal Style 4 or answered “no” to the question
“was this article helpful” in the new Portal.
Estimated Savings
30%
This is the estimated percentage of people who viewed an
article, but didn’t rank it, that had their question
answered.
Cost per contact
$10
This is the estimated cost your organization incurs when a
customer contacts you through an assisted channel
(phone, email, chat).
Table 5
Sample ROI Calculator
In this example, the report will show the following information:
Row
Calculation
Definition
Confirmed Savings
$250
Positive Rankings x Cost per Contact
25 x $10.00 = $250
Estimated Savings
$195
((Total Hits - (Positive Rankings + Negative Rankings))
x Estimated Savings) x Cost Per Contact ((100 – (25+10))
x .30) x $10.00 = $195.00
Total Savings
$445
Confirmed Savings + Estimated Savings
$250 + $195 = $445
Note:
This report shows activity from both PS4 and Responsive portals.
AdManager Report
The AdManager Report shows active advertisements by portal and date range. Details of the report
include the Advertisement Name, Impressions (number of times returned in search results), Clicks, and the
Click through Ratio. The Click through Ratio gives a rough estimate of the success of your Ad Manager
Advertisement campaign.
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Reports
The Integration Reports
The Integration section on the Reports tab includes the reports related to the KB integartion with an
external application.
Saved Report
The Saved Reports feature allows you to track and access your saved reports and queries. You can save
each report that you run and each report-generating query that you build. Use the “My Report” library to
view and monitor the historical performance of your Moxie Software™ Customer Spaces Knowledgebase
application.
To view the saved reports and queries, on the Reports main screen click Saved Reports. The Saved
Reports screen appears. Double-click the report or query you want to view. The report or query displays.
You can view or print the report or query.
Saving Reports
You use the Save Report Result window to save article reports after they are created.
To Save the Report that you just Generated
1. In the Name text field, type a name for your report.
2. To make this a restricted Personal Report, click the Check Box next to Personal Report.
If the report is not a personal report, it is viewable by all internal users who have permission to access
the Saved Reports area.
3. When you are done, click Save. The report is saved in the Saved Reports section of the Reports
module.
- OR If you want to cancel the operation, click Cancel.
Save Report Query
Use the Save Report Query window to save your queries after they have been used to generate an article
report. When you run a saved query, the same query generates a new report that contains the most up-todate information that is available in the database.
To save the query that you just generated
1. In the Name text field, type a name for your query.
2. To make this a restricted Query, click the Check Box next to Query.
If the query is not a personal query, it is viewable by all internal users who have permission to access
the Saved Queries area.
3. When you are done, click Save. The report is saved in the Saved Queries section of the Reports
module.
- Or If you want to cancel the operation, click Cancel.
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Sharepoint Search
Chapter 6: Sharepoint Search
This chapter provides you with detailed information about
configuring Sharepoint Search in Knowledge Spaces™ Admin
Control Panel.
In this chapter
•
•
•
Overview................................................................................... Page 490
Installing SharePoint Connector on Admin Server................... Page 490
Installing SharePoint Connector on SharePoint Server ............ Page 495
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Overview
To configure SharePoint Search in Knowledge Spaces™, you must install the Knowledge Spaces™ SharePoint Connector on the computer where Microsoft Office SharePoint Server 2007 (termed as
Microsoft SharePoint Server) is installed. The Knowledge Spaces™ - SharePoint Connector checks for
the SharePoint Sites you configure in Knowledge Spaces™ Admin Control Panel, and fetches content
from the configured Sites for Spaces by Moxie™ - Knowledge Spaces™ Search Engine to index.
Knowledge Spaces Connector should be installed on the server where Admin component is installed and
also on the server where Microsoft SharePoint server is installed.
Installing SharePoint Connector on Admin Server
1. Download the SharepointCFS - Knowledge Spaces 9.4.zip file to a folder on the local drive, and
unblock the zip file.
2. Extract the files in the SharepointCFS - Knowledge Spaces 9.4.zip file to any location on the local
drive. Double-click setup.exe. The Welcome screen is displayed.
3. Click Next. The License Agreement screen is displayed.
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4. Read the license agreement, and click I accept the terms of the license agreement.
5. Click Next to accept the license agreement. The following screen is displayed.
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6. Do the following:
• Computer – By default the local server name is displayed.
• User Name – Type the administrator account name.
• Password – Type the administrator password.
7. Click Next to continue. The destination location screen is displayed.
Note
The SharePoint Connector is installed in the path where Autonomy service is
installed.
8. Click Next to continue. The following screen is displayed.
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9. Do the following:
• SP User Name – Type the user name with administrator privileges to the Sharepoint server.
• SP Password – Type the password for Sharepoint user.
• Sharepoint IP – Type the IP address of the Sharepoint server.
• Port – Type the port number of the Sharepoint server.
10. Click Next to continue. The following screen is displayed.
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11. Click Install to start the installation. The InstallShield Wizard Complete screen is displayed.
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12. Click Finish to exit the installation wizard.
Notes
•
When the installation is successful the Sharepoint service is started. To verify, click
Start > Administrative Tools > Services > Sharepoint2010ConnectorCFS
•
To verify if Sharepoint schedule task is running, click
Start > Administrative Tools > Task Scheduler > KBSharePointConfigUpdate.
Installing SharePoint Connector on SharePoint Server
1. Download the SharepointCFS - Knowledge Spaces 9.4.zip file to a folder on the local drive, and
unblock the zip file.
2. Extract the files in the SharepointCFS - Knowledge Spaces 9.4.zip file to any location on the local
drive. Double-click setup.exe. The Welcome screen is displayed.
3. Click Next. The License Agreement screen is displayed.
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4. Read the license agreement, and click I accept the terms of the license agreement.
5. Click Next to accept the license agreement. The following screen is displayed.
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Note
The default installation folder is C:\Program Files (x86)\Autonomy
6. Optional Step: To change the default installation folder, click Browse and choose the preferred
installation folder.
7. Click Next to continue. The following screen is displayed.
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8. Click Install to start the installation. The InstallShield Wizard Complete screen is displayed.
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9. Click Finish to exit the installation wizard.
Note
•
When the installation is successful, the Autonomy folder is created in the IIS Manager
automatically. To verify, click Start > Administrative Tools > Internet Information
Services Manager (IIS) Manger> Sites > _vti_bin > Autonomy.
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Search Engine Mapping
Chapter 7:Search Engine Mapping
This chapter provides information about search engine mapping of
a KB Portal to make it available for “crawling and indexing” by
the Google Search Engine.
In this chapter
•
•
Search Engine Map Export ....................................................... Page 502
Configuring a Portal for Search Engine Mapping .................... Page 502
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Search Engine Map Export
Knowledge Spaces™ Admin Control Panel can export an XML Sitemap file for the Google Search
Engine. For a KB Portal to be available for crawling and indexing by the Google Search Engine, an XML
Sitemap file with the list of all the Articles Published on the Portal must be created. The XML Sitemap file
helps Google better find and understand the Articles on the Portal, and understand how frequently they are
updated. You must further create a Google Webmaster Tools account and submit the Portal’s XML
Sitemap file in the Google Webmaster Tool.
To create an XML Map for a specific KB Portal, you must perform specific configurations in both
Knowledge Spaces™ Admin Control Panel, and on the Google Webmasters Tool.
•
For information about the configurations in Google WebMasters Tool, refer Google WebMaster Tools
Help at http://www.google.com/support/webmasters/bin/answer.py?answer=70896&hl=en.
Note
•
•
Only No Registration Portals with No IP Address Restriction can be
configured to be available on Google Search Engine.
Search Engine Mapping feature is available only for Portals designed using
Portal Style #4.
Configuring a Portal for Search Engine Mapping
To configure a Portal to be available to the Google Search Engine, you must create a Search Engine Map
for the Portal in Knowledge Spaces™ Admin Control Panel. When you create a Search Engine Map for a
Portal, the Portal is placed in a queue for the generation of XML Site Map file, which must be submitted
on Google Webmasters tool.
Creating a Search Engine Map for a Portal
You can create a Search Engine Map for a No Registration and No IP Address restriction enabled
Portal.
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To create a Search Engine Map for a Portal, carry out the following steps.
1. On the Portal page, click Search Engine Mapping. The Create Search Engine Map page is displayed.
Figure 381 Create Search Engine Map
2. Click
and select the Portal for which you want to create a Search Engine Map.
Note
Only the No Registration Portals with No IP Address restriction enabled, and not
yet configured for Search Engine Map are listed for selection.
3. Click Finished. The Portal is configured for Search Engine mapping, and is placed in the queue for
generation of the selected Portal’s XML Site Map file.
Note
•
•
•
When the KBSearchEngineMapping scheduled task on the KB Portal server is
run, the XML Site Map file for the Portal is generated in the <System
Drive>:\Program
Files\Knowledgebase.Net\knowledgebase\applicationprogram\ui\http\KB
Portal\ path on the Portal server.
After a Portal is search engine mapped, and the XML Site Map file for the Portal
is generated, any changes on the Portal will be updated in the XML Site Map for
the Portal during the next run of the KBSearchEngineMapping scheduled task.
By default, the KBSearchEngineMapping scheduled task is configured to run
at 3.00 AM daily.
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Dowloading the XML Site Map File
When a Portal is configured for Search Engine Mapping, the Portal is placed in a queue to generate the
XML Site Map file with friendly URLs of the Published Articles on the Portal. When the
KBSearchEngineMapping scheduled task for Search Engine Mapping runs, the XML Site Map file for
the Portal is generated and is available for download or view from Knowledge Spaces™ Admin Control
Panel.
To download an XML Site Map file generated for a Portal, carry out the following steps:
1. On the Portal page, click Search Engine Mapping. The Create Search Engine Map page is displayed.
The Portals configured for Search Engine Mapping are listed on the page.
2. Click the
button next to the name of the Portal whose XML Site Map file you want to download.
The File Download window is displayed.
Figure 382 File Download Window
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3. Click Open to view the XML Site Map file in a web browser.
- Or Click Save to save the XML Site Map file in a desired location on your computer.
The following figure shows sample XML Site Map file generated for a KB Portal:
Figure 383 Sample XML Site Map File
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.
Note
•
•
•
•
•
•
The XML Site Map file helps Goggle better understand the pages available on
the Portal.
In the XML Site Map file, a <url> node is created for each Article published on
the Portal. Each <url> node has three sub nodes, <loc>, <priority>, and
<changefreq>. The <loc> node displays the location of the Article on the Portal.
The <priority> node displays the priority set for the Article to be displayed on
the Google Search Engine. The <changefreq> node displays the change
frequency set for the Article. It lets Google know on how often the content of the
Article is updated.
An XML Site Map file can have a maximum of 50,000 Article URLs. For every
50,000 published Articles on the Search Engine mapped Portal, separate XML
Site Map files will be created to be submitted in Google Webmasters Tool.
If the Domain name is configured for the Portal you want to Search Engine Map,
the Article URLs in the XML Sitemap file for the Portal will be generated with
the Portal Domain name instead of the IP Address of the Portal. For information
about configuring the Domain name for a Portal, see “Configuring a Portal
Domain Name” on page 508.
Google indexes an Article URL only once. If you create Search Engine Mapping
for two Portals that are associated with a common Knowledge Base, only the
SiteMap file created for the first Portal will include the URLs of the Published
Articles in that Knowledge Spaces.
The Articles created online in Knowledge Spaces™ Admin Control Panel are
associated with the Title and Description Meta tags by default. If you want to
associate additional Meta tags for the Articles you want to Search Engine Map,
you must create an Article Template with Template Body for each Meta tags
required and create the Articles using the new Article Template.
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Removing the Search Engine Map Configuration for a Portal
You can remove a search engine mapped Portal from being visible on the Google Search Engine by
manually deleting the Portal listed on the Create Search Engine Map page in Knowledge Spaces™ Admin
Control Panel. When you delete the search engine mapped Portal from the Create Search Engine Map
page, the XML Site Map file specific to the Portal is removed from the Portal Server when the
KBSearchEngineMapping scheduled task is next run on the Portal server.
Note
•
•
Ensure that you also manually delete the KB Portal from Google WebMasters
Tool to prevent Google Search Engine from listing the Article URLs of the
Portal already cached in Google Index server.
Removal of the Search Engine Map configuration for a Portal does not remove
the associated Portal.
To remove the Search Engine Map configuration for a Portal, carry out the following steps:
1. On the Portal page, click Search Engine Mapping. The Create Search Engine Map page is displayed.
The Portals configured for Search Engine Map are listed on the page.
2. Click
next to the name of the Portal for which you want to remove the Search Engine Map
configuration. You are prompted with the following message:
Figure 384 Removing the Search Engine Map Configuration for a Portal
3. Click OK. The KB Portal is placed in the queue and the configuration is removed when the Search
Engine Mapping schedule task is next run.
- Or -
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Click Cancel to cancel the removal operation.
Note
When you try to change the registration type of a Search Engine mapped Portal to a
Registration required, Secure Portal, or Personalized Portal, a warning message
is displayed indicating that the operation will invalidate the existing Search Engine
Mapping settings for the Portal.
Configuring a Portal Domain Name
For the Article URLs in a Portal SiteMap file to be generated with the Portal Domain name instead of the
Portal IP Address, you must configure the Domain name of the Portal in the ConfigPortal.xml file located
in the following path on the server where the KB Portal is installed.
<Moxie Software(TM) KBInstallation
Path>\KnowledgeBase.Net\knowledgebase\applicationprogram\ini\system
To configure the Domain name for a Portal, carry out the following steps:
1. Open the ConfigPortal.xml file using a text editor.
2. Navigate to the following section of XML code:
<SiteMap>
<SiteUrl>http://sitemap.com</SiteUrl>
<SiteMap>
3. In the <SiteUrl></SiteUrl> tag, specify the domain name and the port number of the server computer
on which the KB Portal is installed.
4. Save and close the file.
508