Customer portal - Knowledge base

The customer portal / knowledgebase stores your knowledge base articles, forum posts and feedbacks from your customers. It supports your customers even when your agents are not online.
 
Every LiveAgent installation comes with a sample Customer portal page that is actually the index page of LiveAgent.

Customer Portal Setup

Step 1: Navigate to Customer portal>Overview and click on Create Customer Portal. 
 
Step 2: By selecting an option from the drop-down menu you can create:
  • Article
  • Category
  • Forum
  • Suggestion category

Customization

Navigate to Customer portal>Configuration>Settings (which are displayed by clicking on the small cog wheel).
 
When clicking on Settings you can change the logo, title, select theme, define colors, insert own HTML and custom CSS or add tracking codes.

Changing Logo and Title

In the General Settings section, you can change the Logo of your website and define your Title.

Changing the theme

In the Design section, you can select a theme: Classic, Minimalist or Montana.

Changing colors

In the Color section, you can customize colors of:
  • Header
  • Main action button
  • Main action button - Hover
  • Secondary action button
  • Secondary action button - Hover
  • Footer 
  • Search box
  • Category icon
  • Article icon
  • Item color
  • Title color

Inserting own header or footer

To insert HTML code to header and footer in your customer portal, navigate to Design>Own HTML section.
If you should want to keep the default footer in Montana theme but customize it to match your needs then you can follow this article.

CSS customization

Navigate to Design>Custom CSS section to insert your CSS code.

Inserting tracking codes

In Tracking codes section you can add your codes:
  • After <HEAD>
  • Before </HEAD>
  • After <BODY>
Submit Ticket
In this section, you can enable/disable the "Submit ticket" option or choose another form to be used in the "Submit ticket" screen.
 
My tickets
 
This section allows your customers to see and work with their own tickets. By default login/registration is required to access the "My tickets" section so the customer has to create an account by registering directly through the website or can use their Facebook account to log in.
 
If you wish to disable authentication so that anyone with a unique ticket link (hard to guess and provided only in replies sent to the customer) is able to see the details of this ticket, then you can uncheck the Require authentication checkbox in Submit ticket>Customize>Overview. 
 

 

Managing content

After you applied the desired settings regarding Knowledgebase, it is time to manage its content.
 
 
Adding content
 
It is very important to think of the structure you wish to have, so it is convenient to create different categories for different products or services that your company provides. 
 
Navigate to Customer Portal>Your knowledgebase and click the "Create" button that will provide you with the following options:
 
 
Creating categories
 
By choosing "Category", you will see a screen like this one:
 
As you may see, you can choose from the list of existing categories under which the category you are creating will be placed. 
You can also set the desired title that will be a part of the hyperlink by which the customers will be able to access the particular category. 
 
You can choose, whether the category (and all the articles in it) will be publicly available or should remain an internal article visible only in the agent panel. 
After you click the 'Create' button, you will see the exact link by which the particular category can be reached.
 
 
Adding, editing articles
 
Once you have some categories created, it is time to place some content there so that you can provide all the convenient information to your customers. 
From the options of the 'Create' button choose "Article" and you will  see a screen like this:
 
 
As you may see, it provides a full-featured WYSIWYG editor, while it also provides the option to switch to HTML edit mode by clicking the Source. 

An article also has the options to be "Internal" (visible only in the agent panel) or "Public" (visible to all customers).
When you are writing/modifying an article, it is convenient to set its status to "Draft". Once the article is ready and you want to check it out publicly, set it to "Published" (do not forget to click save) and feel free to click the link that appears directly under the title (the system automatically generates it).

 
Creating a forum
 
By choosing "Forum" after clicking the 'Create' button, you will get a screen like this:
 
Most of the parts are the same as if creating a category, however, you have there also a "Department" field, where you choose the desired department that should handle the forum entries.
 
Creating a Suggestion category

Its creation is the very same as creating a Forum described above. 
 
 

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