Multi Knowledgebase

The Multi Knowledgebase plugin allows you to create multiple different knowledgebases on different domains with one LiveAgent account.

Each knowledgebase has its own settings and content so you can have different design and different content on these separated knowledgebases. As an example you can see the https://support.ladesk.com/ and https://support.qualityunit.com/ which are created using one LiveAgent installation.

Before you can create a second knowledgebase you need to go to Configuration->System->Plugins section of your LiveAgent admin panel and make sure that the Multi Knowledgebase feature is listed there and is active:

 

Once the feature is active you can go to the Customer portal section of your panel and you'll notice that it looks a bit differently and you are able to create a new customer portal now. Each new customer portal is charged according to the pricing.

 

Once you click either button to create a customer portal a window will pop up with a couple options described below the image.

  • Name lets you define the internal name of the knowledgebase visible to you and your agents so that you know what the knowledgebase contains.
  • Domain sets the domain under which the new knowledgebase is going to be available.
    The domain must belong to you and it will either be parked on your LiveAgent installation via a CNAME DNS record or it can be pointed to an external server on which you'll set up a ProxyPass redirecting the domain to your LiveAgent installation. More on these points later.
  • Directory allows you to set a directory / folder for the knowledgebase so that you could have multiple customer portals/knowledgebases on the same domain but on different folders.
    e.g. https://domain.com/knowledgebase1, https://domain.com/knowledgebase2, https://domain.com/knowledgebase3 ...
    This field is optional so you don't need to specify a directory if the knowledgebase should be available directly under https://domain.com/.
  • Integration specifies whether the domain you are setting up will be set to point to your LiveAgent installation via a CNAME DNS record (Domain parked on same server as LiveAgent) or via a ProxyPass config on the other server to which the domain is pointed (Domain on different server as LiveAgent). Majority of the customers will most probably go with the first option.
    If you decide to go with the first option, so Domain parked on same server as LiveAgent you will also need to have (purchase) an SSL certificate for this domain. We do not support Let's Encrypt by default but if you do not wish to purchase your own certificate from regular providers you can get a free certificate which needs to be extended every 3 months using a service described in this article.

 

After you specify all the details and click Create a background process will start in our cloud which is going to set the new knowledgebase up in our infrastructure. You'll know that the process is under way when your account is put into a Maintenance mode for a few minutes. The Maintenance mode should start within 5 minutes from the moment you've created the new knowledgebase. Without the Maintenance mode completed the knowledgebase will not work even if you'll have it integrated so it is important that this step goes through. Until this step is finished you'll see a red notice on the top of the knowledgebase settings screen.

 

Once the Maintenance mode is finished you can continue with the actual integration of the knowledgebase which either consists of pointing the knowledgebase's domain to your LiveAgent installation via a CNAME DNS record or via a ProxyPass configuration on your server to which the domain points. You can find more details on these steps in the Integration tab of the knowledgebase settings screen. Your hosting provider or server admin will be able to help you with these steps.

 

 

Once the integration is done and the DNS changes are propagated all over the world (this can take up to 24 hours) you can start using your new knowledgebase on the new domain the same way as you use the default knowledgebase.

 

 

If for whatever reason you'd need to remove a knowledgebase you've created before you can do so from the Customer portal->Overview section by clicking the recycle bin icon. You can delete only the knowledgebases you've created, the default knowledgebase cannot be deleted.

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