How to Restrict Article Access to Agents Only

Restricting access to certain articles ensures that sensitive or internal content is only visible to authorized personnel, such as agents. This guide outlines the steps to configure article visibility specifically for agents in your knowledge base system.

You can restrict the articles to agents. Additionally, to specific agent groups by restricting the category in which the article is created to specific agent groups.

Steps to Set Article Visibility for Agents

1. Navigate to the Knowledge Base:

   • Access your knowledge base articles.

2. Select the Desired Article:

   • Identify the article you want to restrict access to and open its properties.

3. Modify the article Visibility and update the changes:

   • Set the article visibility to ‘Any Agents’ and update the settings to apply the restriction.

Steps to Set Article Visibility for Specific Agents Group

To achieve this, you need to modify the specific category in which the article is to Specific Agent groups Articles in this category will only be visible to the specific agent groups you have selected

Access Permission

To create and edit a category, an agent must have the Add/Edit Category permission assigned to their role. To learn more about Roles and Permissions, refer to this article.