How to Enable or Disable the Knowledge Base module in the Agent Portal
The Knowledge Base module visibility in the Agent Portal is controlled by role permissions. To hide the Knowledge Base module for specific agents, disable the Knowledge Base permission for the roles assigned to those agents.
How to Enable/Disable Knowledge Base for a role
To enable or disable the Knowledge Base for a role in the agent portal, do the following:
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In the Agent Portal, open Admin Module (left panel).
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Go to Users and Permissions → Roles and Permissions.
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Select an existing Role or create a New Role.
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Locate the Knowledge Base permission/module toggle for that role.
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Set the Knowledge Base permission:
- Enabled (ON): Agents with this role can see the Knowledge Base module in the Agent Portal.
- Disabled (OFF): Agents with this role cannot view the Knowledge Base module in the Agent Portal.
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Click Update to save the role changes.
Outcome
- Turning off Knowledge Base for a role removes Knowledge Base access for agents assigned to that role.
- Turning on Knowledge Base for a role restores Knowledge Base access for agents assigned to that role.
Frequently Asked Questions (FAQs)
1) How do I hide the Knowledge Base module for specific agents in the Agent Portal?
Disable the Knowledge Base permission for the role(s) assigned to those agents. Once the permission is turned OFF, agents with that role will no longer see the Knowledge Base module in the Agent Portal.
2) Where do I enable or disable the Knowledge Base permission for a role?
Go to Admin Module → Users and Permissions → Roles and Permissions, select an existing role (or create a new one), then locate the Knowledge Base permission toggle and set it to ON or OFF.
3) What happens when I turn OFF the Knowledge Base permission for a role?
Turning OFF the Knowledge Base permission removes Knowledge Base access for all agents assigned to that role, and the module will be hidden from their Agent Portal.
4) How do I restore Knowledge Base access after hiding it?
Turn the Knowledge Base permission ON for the role again and click Update. Agents assigned to that role will regain access and the Knowledge Base module will reappear in the Agent Portal.
