Knowledge Bases & Regional Approaches

[markc007]

Hi All,

I am seeking assistance with best practices for Knowledge Bases and view permissions.  I am with a global company with several small regional offices.  We have developed our knowledge bases based on having a Global KB, AMER, EMEA, and APAC.  The thought here is to keep as much content as possible in the Global KB but use the Region KBs where we have to deliver specific content to those users.  When we look at AMER we have some country-specific content, take Canada for example, where we would like to target that content just to employees in that country.  

Is it better to approach this by creating additional KBs for the specific countries or managing permissions on the KBA level?  Your thoughts and experiences on this topic would be appreciated.

[Community Alums · Accepted solution]

Hi @markc007 ,

As per the best Practices, we should be using "User Criteria" to manage the access. You can create Users criteria beased on AMER,EMEA,etc.. as per your requirement.

LEarn more and create with the help of this docs : 

https://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/knowledge-management/...

[Community Alums]

Hi @markc007 ,