Knowledge Base Integration

Overview

Pendo’s knowledge base integration allows you to deliver contextual and on-demand help to your users from within the Resource center.

Note: We recommend using the "slide" guide center template when leveraging the knowledge base integration. The experience for end users browsing content is improved due to larger Resource center view dimensions

 

Supported Providers

The following knowledge base providers are currently supported:

  • Zendesk
  • Wordpress (WP Engine hosted sites only)
  • HelpDocs
  • Helpscout
  • Swiftype
  • Algolia

If you use a provider that is not supported, we’d love to explore the possibility of supporting it. Please reach our to your sales rep or customer success manager to learn more!

Provider specific features

Depending on your provider, we support different levels of functionality related to article rendering inside of the Resource center. Unfortunately this is not by choice - if we could fully support every provider we certainly would! Since our integrations rely heavily on the provider’s API, we provide as much functionality as they allow us.

Full article rendering

full.png

For the above providers, we support full article rendering inside of Resource center.

Partial article rendering

partial.png
  • HelpDocs
  • Helpscout
  • Swiftype

For the above providers, we support partial article rendering inside of Resource center. Partial article rendering means that we present a preview snippet of the article and then add a "Read full article" button that links out to the web version of that article.

*We are currently unable to support any sort of article rendering for Algolia. Search results always open the web version of the content in a new browser tab.

Getting started

config.png

The knowledge base integration can be configured here on our integrations page. Clicking on any of the tiles will reveal a configuration window with configuration options.

Adding the integration for the first time

confirm.png

After configuring, clicking Add integration and subsequently clicking Yes, confirm will enable the integration in your staging environment.

Publishing staging configuration to production environment

publish.png

After successfully adding or saving, you will be presented with the option of publishing the integration to your production environment. Clicking publish to production will enable the integration in your production environment.

Disabling the integration

disable.png

If you need to disable the integration for whatever reason, you can do so by toggling the "On - Off" switch in the top right corner of the configuration window.

 

Note: you must first disable the integration in staging, and then you will have the option to publish your staging settings to production. Publishing a disabled staging integration to production will disable the production integration

 

Configuration options

Contextual help

contextualHelp.png

One super important part of any knowledge base is making sure the content presented to the user is contextual. Pendo’s knowledge base integration allows you to do just that!

Suggested article path

The number configured here corresponds to a section of the url for the page a user is on. We use the value in that section of the url when generating suggested results. A few examples will like help explain this better:

Examples: Suggested article path: 1 
URL: https://acmecorp.com/foo/bar/abc 
Result: we use the word "foo" when retrieving suggested articles 

Suggested article path: 2 
URL: https://acmecorp.com/foo/bar/abc 
Result: we use the word "bar" when retrieving suggested articles 

Suggested article path: 3 
URL: https://acmecorp.com/foo/bar/abc 
Result: we use the word "abc" when retrieving suggested articles 

Combine paths

If checked, we will combine all available url sections up to, and including, the suggested article path configured above.

Examples: Suggested article path: 2 
URL: https://acmecorp.com/foo/bar/abc 
Result: we use the word "foo" and "bar" when retrieving suggested articles 

Suggested article path: 3 
URL: https://acmecorp.com/foo/bar/abc 
Result: we use the word "foo" and "bar" and "abc" when retrieving suggested articles 

 

Note: when using the combine paths option, we ignore everything after ? (query strings)

 

Popular topics string

In the event that the search term used for the suggested articles does not return any matches, you can optionally display a message to the end user. Whatever you input into this configuration box will be shown to the end user.

Advanced options

Bearer Tokens (Zendesk Legacy Integration)

Note: This has been replaced by our new Zendesk Help Center integration.  Read more about this integration and how to implement it here.

If you have a protected knowledge base (users need to log in to access help documentation), you will need to provide a bearer token in order for users to search the content. If your knowledge base is not behind a login, you do not need to configure this option.

Take a look at Zendesk’s documentation on how to setup this up.

Custom classes

 

Warning: the custom classes configuration group is intended for use with extremely customized guide centers and should not be changed without assistance from our technical success team. If you are using the default slide or accordion templates, you should leave these as-is.

 

If you have an extremely customized Resource center and need to leverage these, please reach out to help@pendo.io for instructions to ensure the integration functions as intended.

Styles

Looking to customize the styles you see inside of the knowledge base integration? You can do so by uploading a stylesheet at the very bottom of the advanced options section. Click here to access a starter css file with all of the classes used in the integration. Add your custom styles to these classes, upload it, and that’s it!

Analytics

Through the use of our parameterized url feature, Pendo is able to capture and display the following metrics: which visitors and accounts are searching for content, the keywords used to search for content that yields results, keywords that yield no results, and which articles are viewed. To configure these analytics, follow the instructions below:

 

Create page rules

pageRule.png

Listed below are the four page rules needed to collect analytics. As a reminder, you'll need to create four new pages in the Pendo subscription, with each containing only the page rule specified below.

Name: Suggested Results //*/search/suggested-results/*parameter*

Name: Search Results //*/search/results/*parameter*

Name: No Results //*/search/no-results/*parameter*

Name: Articles //*/article/*parameter*

 

Tip: create a group called "Knowledge Base Integration" and add these rules to it!

 

FAQ

Can I combine the knowledge base search with Pendo guide search?

No, not at this time

Are there other methods for determining suggested article queries other than leveraging a part of the url?

The url is the only supported method for determining suggested articles.

Why aren't knowledge base images loading (Zendesk)?

Note: This is now solved through our new Zendesk Help Center integration.  Read more about this integration and how to implement it here.

The most common reason for image load failures is due to how the image is added to a help center article and whether or not authentication is required to view said image. If the Help Center is restricted, or if you have Help Center authentication set up through your own Single Sign-On (SSO) solution, you may find that these images will appear broken.

If you are encountering broken images in the Pendo Zendesk knowledge base integration, chances are that the image is hosted behind a login wall. If you are unsure whether this is the cause of the issue, open your browser’s console and check for a Failed to load resource error. If you see this, this is the cause of the broken images.

A workaround for the broken images is to host your Zendesk help center article assets (images) somewhere other than Zendesk, and link to those resources from within your articles.