Print this page

Can I make Solution Categories available in the Self-Service Portal?

Knowledge Article Number 000005621
Description Can I make Solution Categories available in the Self-Service Portal?
Resolution It is possible to make the Solution Category hierarchy available to your customers in the Self-Service Portal and Public Knowledge Base. You can make all Solution Categories visible, or you can limit the visibility to only a certain set of Categories.

To specify the Solution Categories to be visible in the Self-Service Portal, please follow the steps below:

1. Click on:

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

2. Check the 'Enable Solution Browsing' checkbox to make Categories available in the portal.

3. Select the Top-Level Category for Self-Service Portal, using the lookup field, then click "Save".

To select the Top-Level Category for the Public Knowledge Base, please follow the steps below:

1. Click on:

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

2. Select the Top-Level Category for Public Knowledge Base, using the lookup field, then click "Save".

Any Solution Categories that are above the selected Top-Level Category will be visible only to internal users, and not available in the Self-Service Portal or Public Knowledge Base. Solution Categories in the specified Category and below will be visible to your Self-Service Portal and Public Knowledge Base users.

In addition, it is possible to keep some solutions hidden from the Public Knowledge Base but visible in Self-Service Portal by adding the solutions to the Customer Self Service Top-Level Category or below but not in the Public Knowledge Base Top-Level Category or below.

EX:

Category 1
| Solution 1
|_Category 2 (Customer Self Service Top-Level Category)
| Solution 2
|_Category 3 (Public Knowledge Base Top-Level Category)
Solution 3

Here the internal users can view Category 1, 2, and 3. The Customer Self Service users can view Categories 2 and 3. The Public Knowledge Base users can view only Category 3.

NOTE: In order for Solutions to be visible in the Self-Service Portal the "Published" box must be checked on the Solution record. In order for Solutions to be visible in the Public Knowledge Base, the "Visible in Public Knowledge Base" box must be checked. This rule applies regardless of the visibility of the Solution Category that is assigned to the Solution.




promote demote