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How do I make solutions visible in the CSS or the public knowledge base?

Knowledge Article Number 000004920
Description

How do I make solutions visible in the CSS or the public knowledge base??

Resolution

To make solutions visible in the customer self service portal (CSS) or public knowledge base (PKB), follow the instructions below:

Public Knowledge Base:
To enable the visibility and search of solutions in your public knowledge base:

1. Go to:

Setup | App Setup | Customize | Self-Service | Public Knowledge Base | Edit.

2. Check "Enable Solution Browsing".

3. Select the appropriate folder in the area "Top-Level Category for Public Knowledge Base". This folder and sub folders will be visible and enabled for search and browsing of solutions.

4. Click "Save".

5. The solutions themselves must be made visible in your Public Knowledge Base. In each solution, check the "Published" and "Visible in Public Knowledge Base" checkbox. Also, the "Status" value must be set to "Reviewed" for the solution to be visible.

Customer Self Service:
To enable the visibility and search of solutions in your customer self service portal:

1. Go to:

Setup | App Setup | Customize | Self-Service | Self Service Portal | Settings | Self-Service Setup.

2. Under "Self-Service Portal Default Settings" check the "Enable Solution Browsing" box.

3. Select the appropriate folder in the area "Top-Level Category for Public Knowledge Base". This folder and sub folders will be visible and enabled for search and browsing of solutions.

4. Click "Save".

5. The solutions themselves must be made visible in your Public Knowledge Base. In each solution, check the "Published" and "Visible in Public Knowledge Base" checkbox. Also, the "Status" value must be set to "Reviewed" for the solution to be visible.





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