Knowledge article user criteria

[anvitha ash]

Hi, 

 We want to configure user criteria by "Groups" for knowledge articles so that members of groups can read/contribute to the knowledge articles.

 Criteria condition:

We have a group called "Service Desk" and only service desk group members can read and contribute to both user-facing and support knowledge articles

Users other than Service Desk can read only user-facing knowledge articles, i.e., FAQs, How-to Guide.

How can I achieve this 

Thanks in advance 😀 

[Sandeep Rajput]

@anvitha ash Please create a user criteria for the Service Desk group members. 

Now add this criteria in can contribute related list of Knowledge base (assuming the knowledge base contains support, user-facing knowledge articles, i.e., FAQs, How-to Guide.).

In the Can Read related list you can add All Employees Criteria so that the articles are available for all the employees to read.

Hope this helps.

[anvitha ash]

Here there is tricky thing 

Since we have enabled all the 5 OOB templates (i.e, what is , how to, FAQ, known error article, kcs article) 

Now service desk can read all the knowledge articles created from kb templates ( ie, what is , how to, FAQ, known error article, kcs article) and other users should only be able to read kb articles created from templates (what is , how to) only

[Sandeep Rajput]

@anvitha ash In this case create separate knowledge bases.

First Knowledge base will be internal where only the Service Desk can have read and contribute access. Keep all the Internal KB articles in this Knowledge base.

The second knowledge base will be open for all employees where All employees will have read access and only ServiceDesk can contribute. Keep all those articles here who will be accessible to all employees.

Hope this helps.

[adityahubli]

Hello @anvitha ash ,

In User Criteria, the Group list is used to control who can see or use something (like a catalog item, knowledge article, or service portal widget).

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya,

technical Consultant