Knowledge Hub Portal Manager API Overview

Introduction

Welcome to the eGain Knowledge Portal Manager API Guide. The Portal Manager API enables enterprises to deliver comprehensive knowledge management capabilities across customer and agent touchpoints. It provides programmatic access to articles, topics, bookmarks, guided help, and user interactions within knowledge portals. Built on OAuth 2.0 authentication, the API ensures secure, scalable, and role-aware access to knowledge content for customers, employees, and agents. Every interaction supports rich metadata, personalization, and multilingual capabilities to deliver contextual knowledge experiences.

What It's Used For

Organizations use the Portal Manager API to create sophisticated knowledge-driven applications and integrations. With comprehensive resource management and interaction tracking, businesses can:

  • Build custom knowledge portals and self-service applications with full CRUD operations on articles and topics.
  • Enable agents to access, reference, and share knowledge content during customer interactions.
  • Create personalized knowledge experiences using bookmarks, subscriptions, and user profiles.
  • Implement guided troubleshooting workflows with casebase-driven intelligent help.
  • Track knowledge usage patterns through ratings, compliance, and analytics events.
  • Manage portal configurations, topics hierarchies, and content relationships programmatically.
  • Facilitate user engagement through ratings, feedback, and suggestions for continuous content improvement.
  • Provide intuitive navigation with topic browsing, expandable sections, and hierarchical content organization.

Common Use Cases

  • Enterprise Knowledge Portals : Publish content into portals to deliver immediate self-service capabilities with articles, topics, and announcements, reducing time-to-value and implementation effort
  • Agent Desktop Integration : Integrate knowledge delivery directly into agent workspaces, allowing agents to search, reference, and add articles to customer replies in real-time
  • Personalized Knowledge Management : Enable users to create bookmarks, subscribe to articles, maintain reading lists, and track their knowledge journey with milestones
  • Intelligent Troubleshooting : Implement guided help workflows that walk users through diagnostic questions to identify solutions from casebases
  • Knowledge Analytics : Capture usage events including article views, ratings, references, and search activities to optimize content effectiveness

Overall Workflow

  1. Secure Access
    • Applications authenticate using OAuth 2.0 with appropriate scopes based on user role (agent, customer, client, or anonymous customer).
    • Security context determines content visibility and available operations.
  2. Portal Configuration & Discovery
    • Retrieve portal details and available topic hierarchies.
    • Discover article lists, popular content, and announcements configured for the portal.
    • Access portal-specific settings including tag categories and usage links.
  3. Content Access & Management
    • Retrieve articles by ID with full metadata, attachments, and related content.
    • Navigate topic trees with configurable depth levels.
    • Manage bookmarks and article lists for personalized content organization.
    • Subscribe to articles for update notifications.
  4. Interactive Knowledge Delivery
    • Start and navigate guided help sessions for diagnostic troubleshooting.
    • Rate articles and provide compliance feedback.
    • Track article usage through reply and reference events.
    • Submit search events for federated and connector-based searches.
  5. User Experience Enhancement
    • Access user profiles and personalization settings.
    • Track user milestones and knowledge achievements.
    • Retrieve article permissions and personalization details.
    • Manage suggestions and feedback mechanisms.

API Resources

The Portal Manager API endpoints are organized into the following resource groups:

  • Article Management
  • Article Interaction & Feedback
  • Article Subscriptions
  • Article Lists & Collections
  • Popular Articles
  • Topic Management
  • Portal Information
  • Suggestions
  • Guided Help
  • User Management
  • Search Events & Analytics
  • Attachments

Next Steps

Explore specific capabilities of the Knowledge Hub Portal Manager APIs from the 'Try It' Sandbox: https://apidev.egain.com/tryitsandbox/

  • Article Management Deep Dive : Learn advanced article retrieval, filtering, and personalization techniques.
  • Guided Help Implementation : Build intelligent troubleshooting workflows with casebase integration.
  • User Engagement Features : Implement bookmarks, subscriptions, ratings, and milestones.
  • Analytics Integration : Capture and analyze knowledge usage patterns with search and interaction events.
  • Mobile & Web Integration : Best practices for embedding Portal Manager API in applications.