Organize your knowledge base articles in a custom order

Hello everyone,

In your knowledge base (KB), articles can be displayed based on the time of creation, time of modification, or in a custom order that allows a static view of articles in the help center.

Previously, the custom order was an option limited to help center users. This option allows the admin to create a tailored navigation for the customer in the help center by displaying articles of higher priority topics on the top. We are extending this capability to agents as well. Agents can select custom order as a display preference in the KB to place their most frequently used articles on the top for quick access (for example, internal reference articles about renewals and payments).

Agents can set the custom order by navigating from Articles > More icon > Display preference > Sort by > Custom Order.

In addition, the custom sort order option, which was earlier within Manage KB has been repositioned under Access Settings > Sort Articles for better visibility and accessibility.

This enhancement is available across DCs for all users. Kindly refer to the help doc: Managing Knowledge Base - Access Settings, Organizing Category, and Sort Order for more details.

For any questions or further assistance, please reach out to our support team at support@zohodesk.com or leave your feedback in the comment section below.

PM: @Rajaram Iyyankalai

Regards,

Raveena Nair | Zoho Desk

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