In most organizations, the support leads, content managers, and department heads require access to all departments. This allows them to add, edit, or modify articles under the relevant departments as and when needed. 

For example, a compliance guideline introduced for the organization must be included in the articles across departments to ensure all employees are aware of it irrespective of the department they belong to. Likewise, a change in the pricing plan for a product suite must be updated in all the products that belong to the suite for customers to get accurate information.

In these cases, it is essential for the writers to have the permission to access the KB modules for all the relevant departments.

The Admin access gives specific users the permission to access the KB for all the departments. 

On the other hand, the Manage KB permission gives users access to selected departments. 

That said, using Admin and Manage KB permissions, businesses can set organization wide and department wide permissions for the Desk users. 

When multiple agents collaborate as a team to ensure that the content is easily available to the customer, it is highly possible that one or more of them may use the same naming convention for their article. This will generate similar permalinks or article URLs.

The system identifies two similar links by appending the date to the recent article: 

To help agents identify such permalinks and allow them to edit them before publishing the article, we are now showing an alert message that another article with a similar URL exists.