RE: Question about Ordering Entries in a Knowledge Base

Subject: RE: Question about Ordering Entries in a Knowledge Base
From: "Cardimon, Craig" <ccardimon -at- M-S-G -dot- com>
To: 'Bridget Gordan' <bridget -dot- gordan -at- gmail -dot- com>
Date: Fri, 20 Oct 2017 19:39:46 +0000

Thanks! Iâll take a look.

From: Bridget Gordan [mailto:bridget -dot- gordan -at- gmail -dot- com]
Sent: Friday, October 20, 2017 3:39 PM
To: Cardimon, Craig <ccardimon -at- M-S-G -dot- com>
Cc: Rick Quatro <rick -at- rickquatro -dot- com>; TechWhirl <techwr-l -at- lists -dot- techwr-l -dot- com>
Subject: Re: Question about Ordering Entries in a Knowledge Base

I just looked at ours again, and in the user view, where the categories are, there are definitely articles that are not numbered or in date or alpha order, so they must have been ordered manually. It may be something to do with the folder structure.

https://petlyplans.freshdesk.com/support/solutions/folders/70015




On Fri, Oct 20, 2017 at 3:07 PM, Cardimon, Craig <ccardimon -at- m-s-g -dot- com<mailto:ccardimon -at- m-s-g -dot- com>> wrote:
I didnât set up ours, either. It did land in my lap, however.

From: Bridget Gordan [mailto:bridget -dot- gordan -at- gmail -dot- com<mailto:bridget -dot- gordan -at- gmail -dot- com>]
Sent: Friday, October 20, 2017 3:02 PM
To: Cardimon, Craig <ccardimon -at- M-S-G -dot- com<mailto:ccardimon -at- M-S-G -dot- com>>
Cc: Rick Quatro <rick -at- rickquatro -dot- com<mailto:rick -at- rickquatro -dot- com>>; TechWhirl <techwr-l -at- lists -dot- techwr-l -dot- com<mailto:techwr-l -at- lists -dot- techwr-l -dot- com>>
Subject: Re: Question about Ordering Entries in a Knowledge Base

We use Freshdesk for one product. I didn't set ours up, but there are three levels. So main category, sub category, articles. Where it matters what order the articles are in, they are numbered.



On Fri, Oct 20, 2017 at 2:52 PM, Cardimon, Craig <ccardimon -at- m-s-g -dot- com<mailto:ccardimon -at- m-s-g -dot- com>> wrote:
I don't believe so. It's Freshdesk, if anyone is curious.

-----Original Message-----
From: Rick Quatro [mailto:rick -at- rickquatro -dot- com<mailto:rick -at- rickquatro -dot- com>]
Sent: Friday, October 20, 2017 2:48 PM
To: Cardimon, Craig <ccardimon -at- M-S-G -dot- com<mailto:ccardimon -at- M-S-G -dot- com>>; 'TechWhirl' <techwr-l -at- lists -dot- techwr-l -dot- com<mailto:techwr-l -at- lists -dot- techwr-l -dot- com>>
Subject: RE: Question about Ordering Entries in a Knowledge Base

Is there a custom field or metadata field where you could put in some sort keys that would allow you develop a more logical sort order?

Rick Quatro
Carmen Publishing Inc.
rick -at- frameexpert -dot- com<mailto:rick -at- frameexpert -dot- com>
585-366-4017<tel:585-366-4017>



-----Original Message-----
From: techwr-l-bounces+rick=rickquatro -dot- com -at- lists -dot- techwr-l -dot- com<mailto:rickquatro -dot- com -at- lists -dot- techwr-l -dot- com>
[mailto:techwr-l-bounces+rick<mailto:techwr-l-bounces%2Brick>=rickquatro -dot- com -at- lists -dot- techwr-l -dot- com<mailto:rickquatro -dot- com -at- lists -dot- techwr-l -dot- com>] On Behalf Of Cardimon, Craig
Sent: Friday, October 20, 2017 1:51 PM
To: 'TechWhirl (techwr-l -at- lists -dot- techwr-l -dot- com<mailto:techwr-l -at- lists -dot- techwr-l -dot- com>)' <techwr-l -at- lists -dot- techwr-l -dot- com<mailto:techwr-l -at- lists -dot- techwr-l -dot- com>>
Subject: Question about Ordering Entries in a Knowledge Base

Our knowledge base orders entries chronologically.

I was thinking about reordering the entries alphabetically, for a more sensible layout.

If I do this, however, entries containing words such as "Introduction" or "Overview" would not come first. They would end up following entries containing words such as "Development" or "Interface."

I want introductory or overview articles to be listed first. Other articles would then follow in alphabetical order. This knowledge base does not offer the ability to "pin" an article.

How would you folks handle this?


Cordially,
Craig Cardimon
Senior Technical Writer




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References:
Question about Ordering Entries in a Knowledge Base: From: Cardimon, Craig
RE: Question about Ordering Entries in a Knowledge Base: From: Rick Quatro
RE: Question about Ordering Entries in a Knowledge Base: From: Cardimon, Craig
Re: Question about Ordering Entries in a Knowledge Base: From: Bridget Gordan
RE: Question about Ordering Entries in a Knowledge Base: From: Cardimon, Craig
Re: Question about Ordering Entries in a Knowledge Base: From: Bridget Gordan

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