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.

What “Any Agents” Visibility Means

Knowledge Base content can appear in the customer portal because the Knowledge Base serves both customers and agents. When an article visibility is set to Any Agents, the article is only displayed when an agent is logged in to the customer portal.

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. Explore Managing Roles and Permissions in BoldDesk.

FAQs

1) What’s the difference between restricting an article vs restricting a category?
Setting Article Visibility to Any Agents restricts the individual article to agents only. Restricting a category to Specific Agent Groups limits access to all articles within that category to the selected agent groups.

2) Can I restrict a single article to a specific agent group without using categories?
Not with the behavior described here. Group-level restriction is applied by restricting the category that contains the article.

3) Will “Any Agents” articles appear in the customer portal?
Yes, but only when an agent is logged in to the customer portal. Customers will not see the article.

4) If I move an article into a restricted category, what changes?
The article inherits the category’s restriction. Only agents in the allowed agent groups can view articles in that category.

5) What permission is required to configure category restrictions?
An agent must have Add/Edit Category permission assigned to the agent role.

6) Why can one agent see the article but another agent cannot?
The article may be inside a category restricted to Specific Agent Groups, and the agent who cannot see the article is not in one of the allowed groups.

Related Article

• Managing Article Visibility During the Review and Update Process
• Managing Article Visibility in BoldDesk