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.

[Kim27]

Hello, I think it depends on the purpose of the label. 

• The "can read" field will help determine which articles can be viewed in the service portal. Our practice is that if "can read" is blank, it can be seen on the service portal.  
• If you want your agents to see which are customer-facing and which are internal, then you will need to include some type of indicator in the article itself. You can add the client logo to client-facing articles, add a hidden field to your template that can be populated with the audience but can only be seen by agents, or you can overtly have an audience indicator in your article. 

[Magnus Hovik]

We use ACL-hidden fields to limit what's visible to end-users, but this doesn't help for articles that are strictly internal (but which we want to keep in the same knowledge base). 

Some indicator, such as a client logo, would be great!

[Elizabeth32]

Our organization struggles with this. We have many knowledge bases that are controlled with user criteria. Users don't understand that articles are restricted. Agents especially struggle knowing which knowledge bases they can share articles from in the workspace. We're also interested in some kind of visible label (e.g., Internal, External, or Public).

[Magnus Hovik]

Right! We have too many user criteria's (as we operate in a multi-tenant environment and many customers...), so it's very difficult to get agents to use this properly. Simply having a mandatory "Internal" or "External" would be great.

[MaggieWinston]

Have you considered using knowledge article templates, add a disclaimer message indicating for internal use only