Knowledgebase: Favoriting Articles

[AddisonJ]

The UI of our employee articles only have certain options to favorite articles and I wanted to ask if there was another option. Right now if an employee wants to favorite an article there are two options I am aware of:

1. We have featured articles presented in tile format. In that format there is a heart in the corner to click and it will be saved to their favorites. 

2. If its not a featured article, the only way I have figured out is by searching the KB number in the search bar, which then pulls up the article without our UI formatting. In that style there is a star I am able to push in the top left-hand corner that saves it as my article. 

I do not want to instruct employees to look for the unformatted version of the article, but I want them to be able to favorite any article they want, not just the featured ones. Any ideas? 

[Laszlo Balla]

Hi Addison,

I assume you are referring to the portal experience. It seems to me that on an out of the box (Washington DC in this case) instance, the default widget that displays articles actually has the favorite icon (it is on the default 'kb_article' page). The widget is called "Knowledge Article Content".

However, there can be a number of other reasons why it does not show up, even if you are using the same (non-customized) widget, e.g.:

• 'Hide All Actions' is set in the widget instance options - if that's the case, the favorite icon will be omitted:
  
• Favorites are not enabled for the portal (the 'Enable favorites' field may not be visible on the sp_portal record, and it is NOT checked by default for newly created portals):
  
• In the case of the above mentioned default Knowledge Article Content widget, the (embedded) widget to handle favorite management is not set, set incorrectly, or set to a customized widget:
  

Perhaps some of these points can help you pinpoint the source of your issue. If I misunderstood your problem, please do feel free to correct/enlighten me 😊

[AddisonJ]

Hi! 

Thanks for your response. I am not a developer, I am a KB Admin. Could you walk me through the exact steps you took to get to these places? It looks like there is scripting involved?