This feature is available in CRMdesk Professional Edition only.
Usage
CRMdesk Knowledge Base access levels allow restricting customers’ access to certain groups of questions. This may be useful in cases certain FAQs in the Knowledge Base are not intended for general public access. An example can be a situation when technical details of your products are to be disclosed only to qualified personnel of your partner companies according to the ranges of products they service.
Access restriction is achieved via two kinds of assignments:
- FAQ access level assignment: one access level is assigned to each question in the Knowledge Base;
- Customer access level assignment: one or more Knowledge Base access levels are assigned to each customer.
By matching a question’s level with the level(s) assigned to the customer, the system decides whether the customer is allowed to access the record or not. If access is denied, i.e. the customer has not been assigned the level to which the question belongs; the latter does not even appear in the search in browse lists. In addition, if a customer without proper access level assignment attempts to access a question directly using a URL (by typing it in the browser address line), the system will display a public FAQ list without showing a restricted question.
Initially, the system contains three levels that cannot be modified. The use logic of these levels is somewhat different than that of the custom levels described above. These levels are:
- Private – makes a question visible to your support staff in the Support Desk interface only; no customers have access to FAQs that are marked ‘Private’. This level can be used to form an internal staff-only knowledge base or hide questions from customers without deleting them. This level may not be assigned to customers.
- Public – makes a question accessible to every visitor of your Customer Desk web site regardless of the registration; this status is automatically assigned to all registered customers.
- Registered – makes a question accessible for all of your registered customers who are logged in; the question is not accessible without registration and login; this status is automatically assigned to all registered customers.
Path
Setup tab – Support Desk Setup – Knowledge Base Access Levels
Procedure
Enter new custom levels in available empty fields or rename existing ones. When access levels are renamed, all corresponding question and customer assignments are renamed automatically.
To delete a custom level, erase the level title in the corresponding field. In this case, the level of all FAQs to which this level is assigned is automatically changed to Public, and all corresponding customer assignments are cancelled.
To save your changes, press the Submit button.
Note:
Initially, the system offers only six empty Access Level fields along with three fixed levels. To enter more custom levels, fill the first six, save, and then enter the area again. More empty fields for other custom access levels will appear.
Tips
Next: Workflow Settings