Setting the Level of Access to KB Records

Definition

Setting the level of access to a Knowledge Base record allows limiting the visibility of the record for CRMdesk users.

Usage

Some of the Knowledge Base records should be visible to specific groups of CRMdesk users. For example, you may create a group of sales representatives who promote a product supported by your CRMdesk team. Users from this group may need to create forum topics, consider ideas or view FAQs that should not be visible to customers. To limit the visibility of certain Knowledge Base records, you may assign a specific level of access to such records.

It is possible to set the level of access for individual Knowledge Base records, or change the access level for several records at once.

Procedure

Before you start working with the Knowledge Base records, make sure that you have created all the necessary access level variants and assigned the necessary level of access for CRMdesk customers.

To change the access level of a single Knowledge Base record, open the Knowledge Base details view page and click the Edit button. From the Access list, choose the necessary access option and click Submit to apply changes.

To change the access level of several Knowledge Base records at once, open the list of records, select check boxes next to the records whose access level you want to change and click the Access button. On the page that will be opened, choose the necessary level of access and click Submit.

Notes:

If the Moderate customer's Knowledge Base posts and comments check box in the Settings & Layout setup section is selected, all new Knowledge Base records created via the Customer Desk section are added with the ‘Private’ level of access. Such records are visible to support staff only untill any of the support users changes the access level of a ‘private’ record.

Next: Moving KB Records