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, edit, and clone articles. Users with create access will only be able to clone articles. Users from the associated departments do not have create access, so cloning is not possible.
- 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.
To enable permission
- Navigate to Setup > User Management > Profiles
- In Profiles, select the required profile.
- Under Modules Permission, click Knowledge Base.
- From the drop down, select the required permissions.
- Click Save.
Difference between Manage KB and Admin Access permissions
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