External and internal labeling for knowledge articles

[Magnus Hovik]

Hi! Has anyone experimented labeling a knowledge article internal or external? Either through a custom solution or some other clever way.

Background: We currently have two knowledge bases per customer (we're a consultancy). External base (usually about 80% of the articles) and internal base. Only the external base is connected to the Service portal. This if fine but i'd love to have only one knowledge base with the option to mark something as internal, and not have them show up in the customer-portal. Having two knowledge bases is more administration, as we have lots of customers etc.

[Shaina]

We don't label internal or external. We make sure the user criteria on the article for Can Read is set to the appropriate audience. Then you could have one knowledge base and add the audience at the article level.

[Dave Littlejohn]

This is exactly what I have done in the past and would recommend. We use a different knowledge base if there is a different publishing/retirement workflow needed.

[JulietChicago]

You may be able to create something with the use of knowledge blocks and user criteria.

Another option is the knowledge article template and a new field to mark the articles internal /external.

I think permissions can be set on the fields inside the template.

[Magnus Hovik]

We have too many user criterias (multi-tenant / multi-customer environment) and it's not very smooth to either set criteria or to see which criteria a specific article has. Would love something simpler. Like what I drew here.