Add labels to knowledge base articles
Labels are keywords that you can add to your existing knowledge base articles to make it easier for your customers to find relevant articles when they need them. When customers search in the help center or raise a request using keywords similar to the labels, they get improved article suggestions.
For example, you could add the ‘onboarding’ label to all articles related to new hire onboarding. That would make it easier to display and search for related articles.
Adding labels also helps your agents find and share relevant articles while working on a work item. Read how to share knowledge base articles with customers.
Anyone with the permission to edit an article can add labels to it.
Add labels to an article
In your space, select Knowledge base
Under Articles, select an article.
Go to Labels on the right-hand side panel and add select Add ().
Enter your labels, then select Add.
Labels can also be used to show related knowledge base articles in the portal using the filter by label macro. For example, you can use this macro to display a list of all articles with the label ‘onboarding’ in an article in the portal. It helps group related pages and filter out content you don’t want your customers to see. Find out how to insert the content by label macro in your article.
Space admins can also set up article suggestions in knowledge base settings to suggest relevant articles when customers fill in a request form on portal. Find out how to manage article suggestions that show up when customers raise a request.
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