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Can customers access the Knowledge Base articles and documents?
Yes, but only if you want them to. The system administrator can set whether customers will be able to view Knowledge Base articles. This should be defined in the Web Interface settings, allowing them to view articles, and also in the Web Interface Documents Download settings, allowing customers to download documents that are linked to articles. You can read more about this setup under Security and Privileges.
Can employees/customers access the Knowledge Base via the Web interface?
Yes. You can allow employees and customers to view Knowledge Base articles via the Web interface. Employees can also update articles via the Web. Any employee who is authorized to view the articles via the application will also be able to view articles via the Web interface. In order for employees to be able to download documents attached to articles, this should be defined in the Web Interface Documents Download settings.
In case you wish to allow your customers to access the Knowledge Base articles and documents, this should be defined in the Web Interface settings, allowing them to view articles, and documents.
You can read more about setting up the relevant privileges and options under Security and Privileges.
Can old articles be set as obsolete?
Yes. Each article is assigned its own status. The Status can be Draft, Published, or Obsolete. You can then easily filter out Obsolete articles, so they will not appear in the search results.
Can documents be attached to articles?
Yes. You can attach as many documents as you wish to an article via the Docs tab or by drag and dropping files onto the Commit application when the relevant article is open. When documents have already been attached to a particular article, the Docs tab will show a complete list. The documents can be accessed via the client application as well as the Web interface.
You can read more about attaching documents and viewing them under Document Attachment.
Can anyone modify the Knowledge Base articles?
No. The system administrator can define privileges that allow employees to access the Knowledge Base. You can also determine whether employees will be able to edit other employees’ articles. Read more about privileges for articles under Security and Privileges.
Does the search look into the articles’ content or the title only?
The Articles Search searches all of an article’s fields (Title, Problem, and Solution) combined. The text search includes advanced search options, including logical operators, searching using wildcards, and more. You can read more about Search options under Searching for Articles.
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