The CRM knowledge syndication widget lets you display Knowledge Base articles on UQ Drupal pages to support existing content.

Information on this page isn't relevant to centralised sites such as my.UQ and Current Staff. To use a widget on a centralised site, see the CRM knowledge syndication widget for centralised sites page.

How the widget works

The default widget selects relevant articles from the Customer Relationship Management (CRM) Knowledge Base based on a category ID number and displays them on a page.

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.

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'.

Enabling the widget

Site Coordinators can request the widget be enabled for a site by emailing webservices@uq.edu.au. You'll only need to do this once for each site. To find the site coordinator for your site, see our Support page.

Once the widget is enabled, site editors (or higher) can configure and insert the widget.

Adding the widget to a page

To add the widget to a page, you'll need a category ID number. This number will display a category of articles from the Knowledge Base relevant to your page.

To further refine the results returned by the widget, you can use an optional topic ID number too.

For these ID numbers, contact the Knowledge Base team at content@its.uq.edu.au. In your email include the:

  • address of the page you want to add the widget to
  • target audience for the page.

The team will check the Knowledge Base for relevant content and provide you with the ID numbers. You'll need to add these numbers to the widget code when you insert the widget on a page.

Once you have a relevant category ID number, you have to enter some code into Drupal's WYSIWYG editor to add the widget to a page.

The default widget code is:

[uq-widget:crm-knowledge-syndication c="1"]

To use this code, replace '1' with your category ID number.

Other configuration options

The widget will display according to parameters you include in your widget code. The default widget only needs a category ID number, but you can include additional parameters to refine and customise your widget.

Parameter name Description Required Default value Accepted values
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'

Required none Category ID numbers from the Knowledge Base.

Example:
114 = 'HASS'

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

Example code with parameter: [uq-widget:crm-knowledge-syndication c="114,125"]
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'

Example code with parameter: [uq-widget:crm-knowledge-syndication c="114" p="384"]
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

Example code with parameter: [uq-widget:crm-knowledge-syndication c="114" 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.
Example code with parameter: [uq-widget:crm-knowledge-syndication c="114" number_answers="10"]
search_box Displays a search box. Optional false (no search box displays) true (search box displays)

false (no search box displays)

Example code with parameter: [uq-widget:crm-knowledge-syndication c="114" 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)

Example code with parameter: [uq-widget:crm-knowledge-syndication c="114" description="true"]

Examples

Default widget code

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

Values: 114=HASS

Widget with multiple categories

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

Values: 114=HASS; 114,125=Education

Widget with search box

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

Values: 114=HASS

Widget with search box and description

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

Values: 114=HASS

Widget with search box, description and portal

[uq-widget:crm-knowledge-syndication c="114" search_box="true" description="true" portal="uqfuture"]

Values: 114=HASS

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