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Configure your knowledge base

Last Update: Sep 2024 • Est. Read Time: 3 MIN
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Your knowledge base is a way for you to offer articles for your customer that educate them on how to use your product or find an answer to one of their questions, without them having to contact your support team for assistance. You can configure global settings for your knowledge base through the Configuration page.

Who can access this feature?
User typesContent administrators can access knowledge base settings.


In this article:

To access the Configuration page, go to Settings Knowledge Base > Configuration.

Note: If you have more than one brand configured, specify the brand you want to configure by selecting it from the Brand drop-down menu.

Once you make your changes, select Save Changes.

Use a custom domain

You can use a custom branded domain for your knowledge base instead of URL provided by Kustomer. For more information on how to do this, see Add a custom knowledge base domain.

Set a theme for your knowledge base

Once you have created a theme, you need to select the theme your knowledge base will use. If you do not select a specific theme, our system sets the default theme as the active theme for your knowledge base, regardless of whether or not you have configured multiple brands.

To set a theme for your knowledge base, select it from the Theme drop-down menu and then select Save Changes.

Your theme is now applied to your knowledge base and all changes can be viewed immediately.

Turn off search engine indexing 

If you don't want your knowledge base to be indexed by search engines like Google and Bing, you can apply "No-Index" meta tags using the Disable Search Engine Indexing setting. This is turned off by default, which means search engines can index your site until you specify otherwise. 

Turn on the Disable Search Engine Indexing setting so that search engines do not index your knowledge base.

Upload a company logo and favicon

You can upload a company logo and favicon for each knowledge base brand in your organization. To do so, select Upload for the image you want to upload and then either drag and drop an image in the media uploaded, or select a file from your computer. Supported image file types are PNG, JPG, and GIF.

  • Company logo - Shown in the upper-left corner of your knowledge base. The recommended image size is 40px height and a maximum of 250px width.
  • Favicon - Shown in a browser tab and is a great way to reinforce your brand and make it easier for users to find your page in their browser or bookmarks. The recommended image height and width is 16px.

Turn on your in-app knowledge base

If turned on, agents have access to an internal knowledge base where they can search for both public and internal articles without leaving the Kustomer app. For more information, see Internal knowledge base.

Set your KB's default language and homepage title

Your knowledge base's language is English by default. You can change this to any language enabled in your Kustomer org by selecting it from the Default Language drop-down menu. 

Note: The language in which the knowledge base is shown is dependent on both the default language set here and your visitor's browser language settings. For example, if you set the default language to French and a visitor has their browser set to English, they will see your knowledge base in English. The knowledge base is shown in French if that visitor also has their browser set to French.

You can also set the home page title next to your favicon. By default, this is your knowledge base domain address. To customize this, enter a new name in the Default Homepage Title box.

If your knowledge base supports multiple languages, you can select them from the list and enter a different title for each available language. That way, if your visitor switches the language for the page, the title also changes to that language.

 This example shows the title when a visitor is viewing your knowledge base in Spanish.

Verify your sitemap

You can submit your knowledge base's sitemap to Google to help it better identify the various parts of your site to better optimize its SEO.

  1. Log in to the Google search console.
  2. Validate your ownership of your org's knowledge base site.
  3. In the search console, copy the HTML tag.
  4. In Kustomer, go to Settings and select Knowledge Base > Configuration.
  5. Select Add in the Sitemap Verification section and paste the HTML tag in the provided field.
  6. Select Save Changes.