Set organization level access to Knowledge Base and manage duplicate article permalinks (with date appended to them)

Hello everyone,

We have introduced two important updates in the Knowledge Base module:

• Permissions - A new permission called "Admin access" has been introduced under module permission.
• Permalink alert - Users will be alerted when an article with the same URL exists. 
  

Organization-level permission for the Knowledge Base

A new option under module permissions called "Admin Access" has been introduced. This permission provides users complete access to every department in KB. 

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. 

Comparison between Admin access and Manage KB permissions

	Admin Access	Manage KB
Access type	Org level	Department level
Actions (View, Create, Update, Delete)	Perform all actions across all the departments	View articles in all the accessible departments. Create, edit, and delete articles in departments that are accessible and directly related to the primary department within the category.
Organize Categories  (Create, Edit, Delete, Enable/Disable, and   Ordering categories)	Perform all actions across all the departments	Create, edit, delete, enable, and disable categories in all the accessible departments. No access to reorder categories.
Sort articles	Perform all actions across all the departments	View articles in all the accessible departments. Create, edit, and delete articles in departments that are accessible and directly related to the primary department within the category.
Recycle Bin	View, restore, and delete articles across all   departments	View articles for the accessible categories
Access Settings	Enable or disable KB access settings	View only

For more information on the permissions required, refer to Setting Up Knowledge Base Permissions. 

Alert for duplicate article titles

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: 

eg., getting-started-with-zoho-desk-25-12-2024

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.

This ensures that none of the articles are duplicated. Also, the users are navigated to the right content. 

To remove the date appended to the article title, verify the folders and delete or rename the old article.

For more information on how article permalink works, refer to Setting 301 Redirection of Knowledge Base Articles.

These enhancements are available for all users across DC.

Regards,

B. Akshaya

Zoho Desk | User Education

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• Akshaya B

  

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