Strengthening Organizational Level Access for the Knowledge Base Module
In an organization, it's important to control how agents can access the information available. Agents in different roles may need a different set of permissions and access levels.
An agent in an organization requires limited permissions compared to a lead or manager, and each department in an organization will require a different set of permissions.
For example, an agent may have the permission to edit and update content within a specific category of the knowledge base module but not across the entire organization. However, a project manager needs access across all categories and departments to oversee and manage content across the entire knowledge base module. This ensures that the roles are aligned with the required permissions.
By providing appropriate access based on the user profiles, admins can ensure that each user has the right permission. This helps them protect sensitive data and maintain proper structure within the organization.
Zoho Desk provides the following permissions for the user profiles:
- View
- Create
- Update
- Delete
- Update/Delete All
- Manage KB
- Admin Access
The admin can configure the access required for each role.
- View: Users can only view the articles in a department that they are added to. For example, light agents, such as interns and contract employees, can view the articles and not edit or delete them.
- Create: Users can create and edit articles.
- Update: If you want an agent profile to update an existing article, then select the Update permission.
- Delete: Users can delete articles in the KB. Only selected users should be allowed to delete articles as this action can permanently remove important information. This setting can be enabled for agents who regularly work on content and the managers.
- Update/Delete All: Users can bulk update and delete articles with this permission.
- Manage KB: Users will have complete access to create, edit, delete, and perform bulk actions in selected departments.
- Admin Access: Users with Admin Access can manage KB, that is, create, edit, update, and perform bulk actions on articles across departments. This gives them complete access to the organization's Knowledge Base.
Difference between Manage KB and Admin Access permissions
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
FAQs: Knowledge Base
Can I get my knowledge base articles reviewed? Your knowledge base articles must be reviewed to ensure it contains correct and updated information. Although this is optional, it helps you eliminate incorrect information while building trust and ...Allowing Public Comments on Knowledge Base Articles
Customer feedback plays an important role in improving products, as well as the instructional resources associated with them. With more organizations implementing self-service customer support models, it's imperative to give customers an opportunity ...Formatting Knowledge Base Articles Using WYSIWYG Editor
Zoho Desk’s built-in WYSIWYG ("What You See Is What You Get") content editor allows businesses to create quickly and edit their knowledge base articles to a preferred style. The simple interface provides basic and advanced formatting options along ...Structurizing the Knowledge Base - Category, Department, Sections, and Sub-section
Knowledge Base is a vast database of information that an organization houses for its employees, customers, partners, and various stakeholders to refer to and understand what they offer. These information can be in the form of blogs, user manuals, ...Manage Knowledge Base Permission - Access Settings, Organizing Category, and Sort Order
The customer service landscape has evolved from the traditional agent-centric service to more dynamic and empowering self-service options. Businesses are more focused on enabling their customers to find answers on their own, as it greatly impacts the ...
New to Zoho LandingPage?
Zoho LandingPage Resources