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Labels are keywords that you can add to your knowledge base articles to make them easier to group and find. For example, you could add the ‘onboarding’ label to all articles related to new hire onboarding. That would allow you to easily see, display, and search for related articles.
Adding labels will improve article suggestions shown to your customers as they search in the help center or raise a request. It will also help your agents find relevant articles while working on an issue.
Anyone with the permission to edit an article can add labels to it.
To add labels to an article:
Go to from your project sidebar navigation.
Select the article you want to add labels to from the list of articles.
Go to Labels on the right-hand side panel and add the relevant labels to the article.
Labels can also be used to show relevant knowledge base articles in the portal using the content by label macro. For example, you could use this macro to display a list of all articles with the label ‘onboarding’ in any article in the portal. It helps group related pages and filter out content you don’t want your customers to see. Learn how to insert the content by label macro in your article.
Labels can’t have spaces and are lower case only. This means that you can type in multiple labels at once just by adding spaces between each label, and that any capitals will be automatically converted to lower case. If you want to use a label that has more than one word, try using a hyphen to separate them, like so: this-is-a-label.