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How to Manage the Visibility of the Article Category

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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

AddArticleCategory.png

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.

KB category permission.png


Check out this video tutorial.

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