Category / Section
Managing Knowledge Base Access in the Agent Portal
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Access to the Knowledge Base (KB) module within the agent portal is controlled using roles and permissions. Only agents who have KB module enabled for their roles will access articles through the agent portal. Please refer to this article on how to manage roles and permissions.
Category and article visibility settings do not apply within the agent portal. Access is determined solely by the permissions enabled in the assigned roles.
Related articles
How to Enable or Disable Knowledge Base in Self-Service Portal?.
Creating and Managing Articles.
Organizing Knowledge Base - Categories and Sections.
How to Restrict Article Access to Agents Only.
