Creating New Topics in the Customer Portal
What are Topics?
Topics are categories that group related knowledge base (KB) articles in the customer portal. They help users quickly find answers and keep announcements organized.
How to Create a New Topic
Navigate to the Customer Portal
Click Customize (top-right).
From the dropdown menu, select Manage topics and portals.
Create a New Topic
On the Manage topics and portals page, click Create topic.
Enter a Title
Example: Email Storage – In Place Archive Mailbox
Keep it short but descriptive so users know what the topic covers.
Add a Description
Provide a 1–2 sentence summary of the change or subject.
Example: We’re enabling In-Place Archive Mailboxes to improve mailbox performance. Check the KB article for full details.
Link Knowledge Base Articles
Use the search box to select existing KB articles.
You can link one or multiple articles under a topic.
Save the Topic
New topics will first appear in the Hidden section.
Drag and drop them into a visible portal when ready.
Publish Layout
Once you’re done adding or moving topics, click Publish layout so users see the changes in the customer portal.
Where to Create KB Articles
All KB articles that will be tied to topics should be created in the Confluence space: IT Announcements.
This ensures consistency and keeps all user-facing announcements in one location.
When creating a new KB, publish it in IT Announcements before linking it to a topic.
Best Practices
Keep topic titles clear and user-friendly.
Use short descriptions that guide users to the KB article for full details.
Group related articles (e.g., “SSO Rollout”) under a single topic for easier navigation.
Hide draft topics until the KB article is finalized.
Always create KB articles in the IT Announcements Confluence space before linking.