Access to the Knowledge Base (KB) module in the Agent Portal is controlled by roles and permissions. An agent can view and access KB articles in the Agent Portal only when the agent’s assigned role includes the Knowledge Base module permission.

How KB access is granted

• KB access is enabled at the role level.

• Agents can access KB articles in the Agent Portal only if the assigned role has the KB module enabled.

  

To manage role permissions, explore How to manage roles and permissions

Troubleshooting

KB module is not visible in the Agent Portal

• Confirm the agent is assigned a role with Knowledge Base module enabled.
• If the agent has multiple roles (if supported in your environment), ensure at least one assigned role grants KB access.

Frequently Asked Questions

1. If an agent cannot see the KB module, what is the most likely cause?
   The agent’s assigned role does not have the Knowledge Base module permission enabled.

2. Can I restrict KB access for some agents but allow it for others?
   Yes. Enable the KB module permission only for the roles assigned to agents who should have KB access.

Related articles

1. How to Enable or Disable Knowledge Base in Self-Service Portal?
2. Creating and Managing Articles
3. Organizing Knowledge Base - Categories and Sections
4. How to Restrict Article Access to Agents Only