CRM knowledge syndication widget for central sites
The CRM knowledge syndication widget lets you display Knowledge Base articles on UQ Drupal pages to support existing content.
Information on this page is specific to central websites, such as my.UQ and Current Staff. To use the widget other UQ websites, see the CRM knowledge syndication widget page.
How the widget works
The default widget for central sites uses a page scanning feature to ‘read’ a web page and display relevant articles from the Customer Relationship Management (CRM) Knowledge Base.
Over time, the Knowledge Base gathers information about which articles are clicked on each page. The widget then ranks articles by popularity and displays the articles most relevant to that page.
The widget for central sites is also used to display relevant contextual help for online forms created by the Business Process Digitisation team.
See a live example of the widget
Best practice
Use the widget at the bottom of a page when you need to add additional support or troubleshooting advice.
Avoid adding this widget:
- more than once on the same page
- within page content, tabs or accordions
- on time-sensitive content types, such as 'Article', 'Blog post' or 'Event'.
Adding the widget to a page
This widget is currently enabled on my.UQ and Current staff. The widget only needs to be enabled once on each site. Before adding a widget to a central site, submit an IT request for advice.
Once the widget is enabled, site editors (or higher) can configure and insert the widget.
To add the widget to the page, you have to enter some code into Drupal’s WYSIWYG editor. The default widget code for central sites is:
[uq-widget:crm-knowledge-syndication]
If the default widget is not displaying relevant articles, or the articles you expect, you can use additional configuration options to help refine the articles it returns.
Configuration options
The default widget for central sites scans the page and returns relevant articles. If you like, you can include additional parameters in the widget code to refine and customise your widget.
If you want to use category ID numbers, topic ID numbers or pre-defined keywords, submit an IT request before modifying your code.
Parameter name | Description | Required | Default value | Accepted values | Example code with parameter |
|---|---|---|---|---|---|
c | Category ID number To add multiple categories, use a semicolon. The widget will retrieve articles from either of the IDs provided. To add sub-categories, use commas. Example: c='114,125' | Optional | none | Category ID numbers from the Knowledge Base. |
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p | Topic ID number To add multiple topics, use a semicolon. The widget will retrieve articles from either of the IDs provided. Example: p= '191;384' To add sub-topics, use commas. Example: p='384,825' | Optional | none | Topic ID numbers from the Knowledge Base.
384,825= 'Human Resources' with a sub-topic of 'Personal details'
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| Pre-defined keywords | Optional | none | Pre-defined keywords from the Knowledge Base. |
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portal | Limits answers to a specific Knowledge Base portal. | Optional | uqcurrent | uqcurrent uqemployee uqfuture uqapplications |
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| Increases or reduces the number of articles displayed (up to a maximum of 25). We recommend selecting 5 or 10. | Optional | 5 | Numbers up to 25. |
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| Displays a search box. | Optional | false (no search box displays) | true (search box displays) false (no search box displays) |
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| Enables article descriptions. This will display short description under each article link in the widget. | Optional | false (disables description) | true (enable description) false (disable description) |
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