Knowledge Base Integration

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

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 isn't supported, contact your sales representative or customer success manager.

Provider specific features

Depending on your provider, we support different levels of functionality related to article rendering inside of the Resource Center. Our integrations rely heavily on the provider’s API. We provide as much functionality as they allow.

Full article rendering

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  • Zendesk
  • Wordpress
    • Requires a WP Engine-hosted site.
    • The site permalink settings must be set to something other than default. For more information, see this the Wordpress Using Permalinks article.

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

Partial article rendering

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  • 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 of the article and then add a "Read full article" button that links out to the web version of that article.

*We're currently unable to support articles rendering for Algolia. Search results always open the web version of the content in a new browser tab.

Getting started

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The knowledge base integration can be configured in Integrations. Selecting on any of the tiles open a configuration window with configuration options.

Adding the integration for the first time

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After configuring, select Add Integration Yes, confirm enables the integration in your staging environment.

Publishing staging configuration to production environment

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After successfully adding or saving, you're presented with the option of publishing the integration to your production environment. Select Publish to production to enable the integration in your production environment.

Disabling the integration

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To disable the integration, toggle the On - Off switch in the top-right corner of the configuration window.

Note: You must disable the integration in staging before you can publish your staging settings to production. Publishing a disabled staging integration to production disables the production integration.

Configuration options

Contextual help

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Suggested article path

Ensure the content presented to the user is contextual. 

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. For example:

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 combine all available URL sections up to and including the suggested article path configured above. For example:

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 doesn't return any matches, you can optionally display a message to the end user. Whatever you input into this configuration box is shown to the end user.

Advanced options

Bearer Tokens (Zendesk Legacy Integration)

Note: This has been replaced by our new Zendesk Help Center integration. For more information, including how to implement the Zendesk integration, see Zendesk Help Center Integration Overview.

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

For more information, see Zendesk's Using OAuth authentication with your application article.

Custom classes

Warning: The custom classes configuration group is intended for highly customized Resource Centers and shouldn't be changed without assistance from our technical success team. If you're using the default slide or accordion templates, you should leave these as-is.

If you have a highly customized Resource Center and need to leverage these, contact Pendo Support for instructions to ensure the integration functions as intended.

Styles

If you want to customize the styles you see inside of the knowledge base integration, you can upload a stylesheet at the bottom of the advanced options section. Open this starter css file to access all of the classes used in the integration. Add your custom styles to these classes and upload it.

Analytics

Through the use of our parameterized URL feature, Pendo can capture and display the following metrics:

  • Which Visitors and Accounts are searching for content,
  • Keywords used to search for content that yields results
  • Keywords that yield no results
  • Which articles are viewed.

To configure these analytics, follow the instructions below:

Create page rules

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

Frequently Asked Questions

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)?

This is now solved through our new Zendesk Help Center integration. For more information, see the Zendesk Help Center Integration Overview.