Configure KB Permissions Last updated: Oct 6, 2022

When creating knowledge base entries, you others permission to access the entry and make changes, as well as make it publicly available to users in your Client self-service portal. This is useful both when collaborating with others as well as knowledge sharing and faq for clients.

First, create a kb or go to an existing entry you have. 

Next, on the right menu of the kb, click Manage next to permissions 

Here, you can now search for other agents using the search  bar

Click add to add one of the other agents to the kb. Once the agent is added to the task, you can check the "Edit" box to allow them to make changes, then click on "Save Permissions".

Alternatively, you can also "Remove" the user from the kb or uncheck the option to allow editing, and again, click "Save Permissions."

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You can also add the KB to the client-side, end-user portal. On the right menu, simply enable the Client self-service portal slider.