How to Indicate Internal KBAs and KBs

[Genevieve Larso]

We'll be going live with just one knowledge base. What is the best practice on indicating internal only articles and knowledge blocks for our fulfillers? We need our service center to clearly discern what the employee can see and what is internal facing only. At the article level, do we just add "Internal Only" to the front of the naming convention and then at the knowledge block level, start the block section with "Internal Only", or is there a better way to do this.

[Filipe Cruz]

Hello Genevieve,

The best practice here is to have two knowledge bases: one for your end-users and one for the service desk agents (internal staff).

Then, you can configure "User Criteria" records to display the articles for agents only for users that have a specific role (or users belonging to a specific group).

This should be the best option for you.

Please mark my answer as correct and helpful if it is relevant for you.

Best regards,

Filipe Cruz

[Sam Goode]

If you go to Contextual Search > Search Result Display Configuration, you can configure the cards that show in the agent workspace to show additional fields such as workflow_state, confidence, can_read_user_criteria, cannot_read_user_criteria, ownership_group

You can also enable the search as contact/search as caller toggle via Contextual Search > Table Configuration which will allow agents to quickly toggle the search to only see results that the end user would be able to see.

Example of both below in the agent assist panel within agent workspace