System administrators can define the access level to the Knowledge Base articles in few levels. They can also customize privileges, defining what each employee can and cannot do, and decide whether customers are allowed to view articles.
Employee Privileges
The possible employee privileges include:
| • | Knowledge Base Privilege: Employees can be permitted access to the Knowledge Base or prevented from viewing it altogether. |
| • | Other Employees Articles Privilege: Employees can be allowed or prevented from viewing, editing, or deleting other employee articles |
The system administrator can define the privileges from File > User and Privileges > Privileges. Read more about defining privileges in the Setup Guide, under Employees Privileges Groups.
All privileges take effect both in the client application and when working via the Web Interface.
Note that in order for the documents download to be enabled from the Web Interface, you should make sure the web interface download settings allow downloading from the Knowledge Base folder. You can read more about setting up the web interface download settings in the Web Interface installation guide, under Document Download Settings.
Customer Privileges
Customer access to Knowledge Base articles and documents should be defined separately.
The system administrator can define the access level for customers from Tools > Options > Web Interface.
Knowledge Base access for customers
In the window above, the system administrator can define:
| 1. | Whether customers will have access to your Knowledge Base articles, using the Public Knowledge Based Articles (view) option. Note that only articles marked as Public in the article's properties will be available to customers via the Web interface. You can read more about the various articles' fields and indications under Adding & Editing Articles. Setting Default Public indication value for new articles |
| 2. | Whether customers will have access to documents attached to Knowledge Base articles, using the Download files linked to articles option. Note that only Documents marked as Public in the Document' Properties window will be available to customers via the Web interface: "Public" Flag for the Document |
In order for the documents download to be enabled from the Web Interface (using the Download files linked to Articles option), you should make sure the web interface download settings allow downloading from the Knowledge Base folder. You can read more about setting up the web interface download settings in the Web Interface installation guide, under Document Download Settings.