SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Knowledge Base

To access the knowledge base settings, click the settings icon. Then expand System Settings and Portal and click Knowledge Base in the navigation pane. The knowledge base settings will load in the content pane and the following tabs will be available:

Options

Use this tab to edit the following settings:

  • Default Page - The default page that displays when a user visits the knowledge base. By default, the Search the Knowledge Base page is selected.
  • Items Stale After - The number of days after which articles become stale. Stale articles are still available in the portal, but should probably be reviewed and reset. By default, articles are stale after 90 days.
  • Popular Articles - The number of days used to calculate the popularity of knowledge base articles. By default, the portal displays the most popular articles for the last 90 days.
  • Enable feedback - Checking this box will allow portal visitors to add feedback and comment on knowledge base articles.
  • Enable Ratings - Checking this box will allow portal visitors to rate the usefulness of an article on a scale of one to five stars.

Feedback

Use this tab to edit the following settings:

  • Initial Comments to Load - The number of comments displayed by default when a knowledge base article loads in the portal.
  • Require email address to leave feedback - Checking this box will require portal visitors to provide a valid email address in order to comment on an article.
  • Enable CAPTCHA when submitting feedback - Checking this box will require portal visitors to complete a CAPTCHA to submit feedback on an article.
  • Enable feedback moderation - Clicking this button will allow agents and administrators to moderate article feedback before they are publicly displayed on the portal.
  • IP Blacklist - Type the IP of portal visitors that should be prevented from commenting on articles.

Note: Companies will need to evaluate their needs to determine whether or not to place restrictions on a portal visitor's ability to leave feedback on an article. In most cases, requiring an email address and/or CAPTCHA will decrease the likelihood of comments from spammers or bots. Moderating comments can also prevent abuse of the system by spammers and can allow companies to ensure comments remain relevant.

Translations

SmarterTrack can automatically translate knowledge base articles via Microsoft Translator or Google Translate. Because both Microsoft and Google charge a fee for their translation service, SmarterTrack will track how many characters and requests your server has attempted to translate to aid you in managing your translation subscription costs. Note: Both services limit their translations to 4,500 characters at a time, so articles longer than this cannot be translated.

Use this tab to edit the translation settings. When a translation method is selected, three additonal buttons will appear in the content pane toolbar:

  • Obtain a Key - Allows you to obtain an API key for the chosen provider.
  • Test Settings - Once the method is selected and the API key is filled out, you can test the settings to make sure they are correct.
  • Reset Count - Resets the character counts for items translated.

Depending on which translation provider is selected, the following options will be available:

  • Auto Translation Method - Select which translation service to use from the list. If this option is enabled, SmarterTrack will use the selected translation service to automatically translate knowledge base articles into the language selected by the portal visitor. By default, the auto-translation method is set to none.
  • API Key - For Google Translate only. The API key provided by Google. For more information on obtaining this key, see How To Create Knowledge Base Articles in Multiple Languages.
  • Client ID - For Microsoft Translator only. An identifier used to represent your SmarterTrack installation. You will create the Client ID when you register your SmarterTrack installation with the Microsoft Azure Marketplace.
  • Client Secret - For Microsoft Translator only. A security key that allows Microsoft Translate to interact with your SmarterTrack installation. For more information on obtaining this key, see How To Create Knowledge Base Articles in Multiple Languages.