Setting Up Knowledge Base Permissions
- Article Level
- End-user Level
- Parent-child Section Level
- Category Level
- Knowledge Base Level
Article Level
- Navigate to the desired article, and open the Article Details page.
- Click the Edit icon in the upper-right area of the page
Under the Display Permission section in the right side, check the Agents only option.
Click Publish.
The article will be set as private and visible only to your agents. This particular article will not be available for your customers.
End-user Level
- Navigate to the desired article and open the Article Details page.
- Click the Edit icon in the upper-right area of the page.
Under the Display Permission section in the right side, check the Registered. users option.
Click Publish.
The article will now be available only for the customers who have registered for the help center.
Parent-child Section Level
To hide sections and sub-sections
- Navigate to the Knowledge Base (KB) module.
- Click Manage KB from the left menu.
- Click Organize Categories under the Manage KB sub-menu.
- Click on the desired category.
- Hover over the section and toggle the 'Show in Help Center' option to OFF.
The chosen section will now be hidden from your customers in the help center. You can change it back at any time.
Category Level
- Navigate to the Knowledge Base (KB) module.
- Click Manage KB from the left menu.
- Click Organize Categories under the Manage KB sub-menu.
- Toggle the 'Hide from Help Center' option corresponding to the category to OFF.
The entire category will now be hidden from your customers in the help center.Please note that when you hide a category, all the sections associated with it will also be hidden.
Knowledge Base Level
- Navigate to the Knowledge Base (KB) module.
- Click Manage KB from the left menu.
- Turn off the Display your knowledge base in your Help Center option.
The knowledge base tab will now be hidden from your help center. Please note that only help desk administrators can perform this operation.
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