Member Experience

Knowledge Base (KB) Guides

We're excited to announce the release of KB Guides. 

KB Guides is designed to enhance the way you host and navigate knowledge base content within your online community.

KB Guides offer a structured and user-friendly approach to presenting valuable information, making it easier for members to find what they need. With KB Guides, brands can efficiently organize and share resources such as training materials, onboarding documents, FAQs, and more. This ensures a seamless and informative experience for community members, helping them access relevant content effortlessly.

As a member, you can enjoy a structured and efficient learning experience with easily accessible and followable content, enhancing your learning outcomes.

The KB Guides can be created on the Knowledge Base board for members to view and read.

By selecting the KB Guide, they can navigate through the set of articles that will guide them in achieving a particular goal.

Depending on the way the KB Guides are created, members can either:

• view and navigate the content in the sequence you prefer:

• have a structured and efficient learning experience with easy to find and follow content, improving their overall engagement and learning outcomes.

In this example, the Guide titled “Analytics Guide” contains two Chapters: “Analytics Dashboard” and “Reports,” and an article: “Metric Definitions.” The “Analytics Dashboard” Chapter includes two articles, while the “Reports” Chapter comprises five articles. The Chapters are expanded to display the list of their articles. The Guide also has a standalone article, “Metric Definitions.”

Note: With the introduction of KB Guides, the Articles feature does not change. Every article is independent, giving members the ability to like, follow, tag, and publish. With KB Guides, articles can be related to each other, sorted, and ordered into Chapters. 

Here's how KB Guides are enabled. 

Learn more about:

• KB Guides
• Adding KB Guides
• General Actions on Guides
• Audit logs on CRUD action on Guides, chapters and articles

Notification Options for Message and Reply Actions

To comply with DSA requirements, we've added a feature that notifies members when their replies or comments are edited, moved, or deleted by members with appropriate permissions. Additionally, all members who have replied to the post will receive these notifications.

Below is an example of the confirmation message you receive when you try to delete a comment on an article. 

Members will receive email notifications on their registered email address.

A similar confirmation window opens when you try to edit or move replies or comments to any content in your community. 

Content Workflow and Approval enhancement

We have streamlined the Content Workflow and Approval process to minimize the steps involved in publishing blog posts and articles based on their status and the permissions the member has. 

Email language

In localized communities (see About Localized Communities), members can now indicate in which language they want to receive their email notifications.

To adjust your email language in a localized community: 

1. Open the Account menu and select My Settings.
2. Select the Preferences tab.
3. Scroll down to the Language area and select your preferred Email language from the drop-down list.
4. Select Save.

Refer to Manage community preferences for your account for more information about adjusting your preferences.

Administrator Experience

Knowledge Base (KB) Guides

As mentioned above, we have released KB Guides, designed to enhance the way you organize and navigate knowledge base content within your community.

As an Admin, KB Guides enables you to:

• Manually sort knowledge base articles on the KB board by dragging and dropping them into the desired order. This enables members to view and navigate the content in the sequence you prefer.

• Create a hierarchical structure for listing and ordering articles into Guides and Chapters to enhance organization, improve navigation, and provide a more structured learning experience for members.

In this example, the Guide titled “Analytics Guide” contains two Chapters: “Analytics Dashboard” and “Reports,” and an article: “Metric Definitions.” The “Analytics Dashboard” Chapter includes two articles, while the “Reports” Chapter comprises five articles. The Chapters are expanded to display the list of their articles. The Guide also has a standalone article, “Metric Definitions.”

Notes: 

With the introduction of KB Guides, the Articles feature does not change. Every article is independent, giving members the ability to like, follow, tag, and publish. With KB Guides, they can be related to each other, sorted, and ordered into Chapters. 

Until you add an article to a KB Guide, the guide will not be visible to members.

• Audit CRUD logs. We have included comprehensive audit logging for all Create, Read, Update, and Delete (CRUD) actions. The following actions will be recorded in the audit log:
• Guides: Added, moved, deleted, and reordered
• Chapters: Added, moved, deleted, and reordered within/to guides
• Articles: Added, moved, deleted, and reordered within/to chapters or guides

Additionally, audit logs cover actions taken on Manually-sorted articles, including:

• Adding articles
• Clearing the list
• Reordering articles

You can access the audit logs from Settings > System > Audit logs

• Hide Guides that are not yet ready to be published in the community for members to view. When creating a KB Guide, and drafting articles, you can choose to hide the work-in-progress guide from the community. 

When you’re ready, select Unhide to make it visible in the community. 

Enable Knowledge Base (KB) Guides in your community 

KB Guides are enabled by default in Communities Aurora v24.07 and above for all communities using Knowledge Bases. 

Permissions

Members with the Create, edit, publish, and manage articles permission on the knowledge base board can add a KB Guide to it. 

Guides widget

In conjunction with the release of the KB Guides feature, we are providing the Guides widget on Knowledge Base Dashboard page templates. This widget enables you to organize your content either by Guides or by Manually-sorted Articles.

To add the Guides widget:

1. In Designer, open the Knowledge Base Dashboard template where you want to add the widget.
2. On the template, locate the area where you add the widget and select Add widget (plus icon).
3. In the Edit Widget panel, select Content.
4. Select the Guides widget. 
5. Configure the widget as desired. Be sure to set the Type as per your requirement.
   

   To view articles as a:	Type
   Structured guide	Guides
   Manually-sorted list	Manually-sorted Articles

   
   

    

6. Save and publish your changes.

For more information about configuring this widget, refer to Guides widget configuration.

Add KB Guides

After you add the widget, navigate to the Manage Content page and select the KB board where the widget was added. On the tab labeled Guides, you can add, organize, and reorder articles to determine their appearance in the Guide.

From here, there are 2 methods in which you can organize articles: 

• By selecting the Guides option
• By selecting the Manually-sorted Articles option

1. By selecting Guides option: Use this method to create a structured Guide with Chapters and Articles inside the Chapters.

• Add a Guide: Select Add Guides to add a Guide. You will be prompted to give a title to the Guide.

Here is an example of a KB Guide created:

• Add Chapters to Guide: Open the Options menu (3 dots) near the title of the Guide and select Add Chapters. You will be prompted to give a title to the Chapter.

From here, you can add Chapters to Guide, edit, hide or delete the Guide.

Below is an example of two empty chapters in a guide.

• Add Articles to Chapters: Select Add Articles (plus icon) to search for and add articles to the Chapters. You can refine your search by switching between Knowledge Base and Community.

Here is an example of an article in a Chapter:

• Add Articles to Guides: Select Add Articles (plus icon) to search for and add articles to the Guides. You can refine your search by switching between Knowledge Base and Community.

In our example, we have added 2 Chapters and an article to the Guide we created:

The Guide is now available on the Knowledge Base board for members to view.

By selecting the Guide, they can now navigate through the set of articles that will guide them in achieving a particular goal.

2. By selecting the Manually-sorted Articles option: Use this method when you prefer a simple list of articles sorted in a specific order on a Knowledge Base board, without the need for a Guide-like structure.

When you select Add Articles, you are prompted to choose the way you want to order the list of articles. 

In our example, we choose to order them by recency.

From here, you can drag and drop articles to reorder them, or clear the existing list and start fresh to create a new KB Guide.

Here's an example of the manually-sorted articles on the Knowledge Base board:

And the below shows how members are presented with the sorted articles:

Create Post Button widget

On the Blog Dashboard, Forum Dashboard, Event Dashboard, Ideas Dashboard, Knowledge Base Dashboard templates, and any of the content type templates (Blog Post, Forum Discussion, and so on), you can now add and configure the Create Post Button widget to enable members with appropriate permissions to create content in that particular place.

To add the Create Post Button widget:

1. Open the Account menu and select Designer.
2. Select Page Templates.
3. Open the page template where you want to add the widget.
4. Locate the area where you want to add the widget and select Add widget (plus icon).
5. Select the desired Button style (Standard, Large, or Hero).
6. Designate the button width (Width of label or Width of column).
7. If you selected Width of label, select the right, center, or left alignment.
8. (Optional) Use the Button label field to adjust the default text (dependent on content type) that appears on the button in the widget.
   
9. Click Save and Publish.

Refer to Create Post Button widget configuration to learn more.

Close Account

Admins now have the option to allow members to close their own accounts. This new feature can be found under Settings > System > Account & Privacy > General > Allow community members to close their account.

To enable this feature, contact Support. 

Set a default display name for deleted members

Admins can now assign a default display name to be shown on all content created by deleted members in the community. You can set the default name under Settings > System > Account & Privacy > General > Display name for a deleted member.

Select Edit to enter the name you want to display for all deleted members and save it. 

Here’s an example of the display name of deleted members on their posts.  

To enable this feature, contact Support. 

Developer Experience

Knowledge Base (KB) Guides

In this release, we have introduced the KB Guides feature.

With this release, members who have the Create, edit, publish, and manage articles permission can do the following actions in a KB board.

• Creating a guide under a KB board
• Fetching the KB Guides information
• Fetching a KB Guide information
• Fetching the Previous and Next Article
• Creating a chapter under a guide
• Fetching a chapter information
• Updating a guide
• Fetching a guide avatar properties
• Updating a chapter
• Adding an article to a chapter
• Adding an article to a guide
• Moving an article under a guide to a chapter
• Moving an article under a guide to another guide
• Moving an article in a chapter to another chapter
• Moving an article in a chapter directly to the same or another guide
• Reordering a guide
• Reordering the articles or chapters under the guide
• Reordering a chapter article
• Deleting a guide
• Deleting a article or chapter from guides
• Deleting articles from chapters

Manually Sorted KB Articles

With the release, members who have the Create, edit, publish, and manage articles permission can sort the KB articles based on their preference using GraphQL.

With the sorted KB articles data, you can do the following:

• Fetch the KB Articles to know whether the KB articles are sorted.
• Reorder the KB articles based on the sorted KB articles
• Optionally, delete the sorted KB articles

See Manual Sorting of KB Articles for more information.

You found it. We fixed it.

• We resolved an issue on the Recent Content widget that caused the author and timestamp elements to bleed into each other.
• Previously, in localized communities, text keys were sometimes displayed instead of actual text content upon refresh. This has been resolved.
• Previously, when you tried to add a tag with unsupported characters, the error message incorrectly indicated that the tag types failed to be set. Now, in these circumstances, the error messages indicates that tags cannot contain the following characters: /, \, #, ?, ;
• We resolved an issue in which an Event showed only 25 confirmed attendees even when more than 25 attendees had confirmed attendance.
• Previously, when a member selected the Options menu (ellipsis icon) to open the list of tags on a piece of content, they had to select it a second time to keep the list open. This has been resolved.
• Previously, when both OAuth and multi-auth had been configured and an admin edited the values of the OAuth provider, the name and ID in the metadata of the multi-auth provider was overwritten with the Provider Name and ID fields. This has been resolved.
• In SAML communities, during authentication, an error was incorrectly returned that indicates that the SAML Response from the IDP is incorrect. This has been resolved.
• There was an issue where video previews were broken, and accepting the cookie banner required a page refresh to apply to all videos. This has been fixed.
• Previously, live events that are configured to be watched anonymously could not be viewed by anonymous users. Now, when configured, anonymous users can watch events without signing in to the community.
• Previously, when you filtered a member report and downloaded it, all members in the community appeared in the report regardless of what you selected in the filter. This has been resolved.