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.

[Magnus Hovik]

I think it's a great way to go about it! I'll be exploring this moving forward

[BrunoPer]

Hello Magnus, I'm checking on your progress here. I'm having the same challenge in my organization, and this discussion definitely helps. I've also been reading about the usage of knowledge blocks, but not exactly sure how to apply that in real scenarios.

Best Regards

[Magnus Hovik]

Hey! We haven't done anything yet, but the same question is back on the table at a company im currently working for. We might look more into it here, but not sure. Still relevant though!