How to Manage the Visibility of the Article Category
The categories help to group the related articles, allowing customers to locate information quickly. You can control who has access to each type of article using visibility permissions. This is especially helpful for companies wishing to create public and internal knowledge bases. For example, a company may have a broad knowledge base that all customers can access and an internal knowledge base that only employees can access.
The following are the visibility options that you can choose from:
- Any Users
- Logged-in Users
- Any Agents
- Specific Agent groups
- Specific Contact groups
Any Users
Any users can view the articles in this category.
Logged-in Users
Articles in this category will only be visible to only logged-in users.
Any Agents
Articles in this category will only be visible to agents.
Specific Agent groups
Articles in this category will only be visible to the specific agent groups you have selected.
Specific Contact groups
All articles in this category will only be visible to your selected contact groups.
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.
Check out this video tutorial.