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, Future Students 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 to the ITS Digital Content team 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 to the Knowledge Base team 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.
Example: c='114;124'

To add sub-categories, use commas. Example: c='114,125'

Optional

none

Category ID numbers from the Knowledge Base.

Example:
114 = 'HASS'
114,125 = 'HASS' with sub-category of 'Education'

 

[uq-widget:crm-knowledge-syndication c="114"]

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.


Example:
384= 'Human Resources'

384,825= 'Human Resources' with a sub-topic of 'Personal details'


 

[uq-widget:crm-knowledge-syndication c="114" p="384"]


q

Pre-defined keywords

This parameter is restricted to high-value pages on central sites and web forms developed by the Business Process Digitisation team.

Optional

none

Pre-defined keywords from the Knowledge Base.

Example:
‘DeferredExaminations’

[uq-widget:crm-knowledge-syndication q="DeferredExaminations"]

portal

Limits answers to a specific Knowledge Base portal.

Available portals are:

'uqcurrent' (current students)

'uqfuture' (future students)

'uqemployee' (staff)

'uqapplications' (online application form)

Optional

uqcurrent

uqcurrent

uqemployee

uqfuture

uqapplications

[uq-widget:crm-knowledge-syndication portal="uqcurrent"]


number_answers

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.
 

[uq-widget:crm-knowledge-syndication number_answers="10"]


search_box

Displays a search box.

Optional

false (no search box displays)

true (search box displays)

false (no search box displays)

 

[uq-widget:crm-knowledge-syndication search_box="true"]


description

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)

[uq-widget:crm-knowledge-syndication description="true"]

Widget examples

Default widget code

[uq-widget:crm-knowledge-syndication]

Widget code with search box

[uq-widget:crm-knowledge-syndication search_box="true"]

Widget code with search box and description

[uq-widget:crm-knowledge-syndication search_box="true" description="true"]

Widget code with search box, description and portal specified

[uq-widget:crm-knowledge-syndication search_box="true" description="true" portal="uqfuture"]

Widget code with one parameter passed - Category ID(s)

[uq-widget:crm-knowledge-syndication c="114,125"]

Values: 114=HASS; 125=Education

Widget code with one parameter passed with mutiple values- Category ID(s)

[uq-widget:crm-knowledge-syndication c="114;114,125"]

Values: 114=HASS; 114,125=Education

Widget code with all parameters passed

[uq-widget:crm-knowledge-syndication description="true" search_box="true" number_answers="20" portal="uqemployee" c="796" p="384" q="ChangeToWorkHoursOrDaysSupervisorSupport"]

Values: 796=COO; 384=Human Resources