Service Portal layout builder in Service Desk lets you customize the visual aspects of your knowledge base article details page. You can customize from feedback to related articles all by using a simple widget-based builder within Service Desk.
Required Permission(s)
1. Customize look and feel of Service Portal pages
2. Manage Service Portal settings
- Only admins or agents with the above permission(s) will be able to manage, edit these settings within the service portal widget builder.
- This is a Account level permission.
- You can enable these permissions by navigating to Main Menu > Manage > Roles and Permissions > Role Type: Account > Service Portal section.
How to customize the Knowledge Base Article Details Page in Service Portal?
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Navigate to Main Menu > Service Portal > Look and Feel section
- Click on Article Details from the list of pages available for customization.
- Customize the various layout options on the right sidebar with relevant configurations.
- Use the handy toggle inside a layout option to show/hide the widget in the article details page.
- Click Save to save the current configuration as a draft. The changes saved will now reflect on the inbuilt preview on the left side.
- Review the changes made and then click on Publish to update the changes to your actual service portal article details page.
- You can also preview the published and draft versions of the article page in a separate window.
Article Details Page - Layout components
Article Information
- Article information includes key article details such as view count, article author, and last updated date. The visibility of each of these components can be toggled.
- It is always present just below the article title.
On this page
- This section acts as an outline for anchored parts in your article. Learn more about anchoring your KB article here.
- It is always present on the top of the right pane.
Tags
- This section lists current tags linked with the article.
- The display position of this section can be specified - either in the right or bottom panes.
Share this
- This section displays popular social media sharing hotlinks such as Facebook, Twitter, and Linkedin. The visibility of each of these components can be toggled.
- The display position of this section can be specified - either in the right or bottom panes.
Related Articles
- This section displays other articles related to the one the user is currently viewing.
- The number of related articles, along with the sort order can be specified.
- The display position of this section can be specified - either in the right or bottom panes.
Feedback
- This section enables end-users to provide constructive feedback on your article.
- It is always present on the bottom pane.
Custom Text Area
- This section can be used to add custom texts and images specific to the service portal article details page.
- It is always present on the bottom pane.
Attachments
- This section displays any files attached to the article.
- The display position of this section can be specified - either in the right or bottom panes.
Reordering layout options components
Once display positions of all widgets are confirmed, the right and bottom pane components can be re-ordered.
Click Reorder adjacent to Layout options, choose either right or bottom pane, and specify the display order for your service portal article details page.
- The article information and On this page sections cannot be re-ordered and they always take their respective positions.
- Click and drag the component above or below another component for re-ordering. Changes made to the order are saved to draft in real-time.