Can a knowledge article has 2 different views?

[Max19]

Hi all,

I like to find out if knowledge article can have 2 different views - one for internal users (agents) and one for external users (customer). The internal view contains more details on top of the information from the external view - meaning the agent could see what the customer see plus more information which only internal staff can view. 

Any help and advice on this topic is much appreciated.

Max

[Community Alums]

Hi @Max19 ,

What is the purpose of having different KB "views" – that within each KB different users see different articles, or within each article, different content?  apply user criteria to each article to govern who has read access to it. Within each article you can take advantage of knowledge blocks. Knowledge blocks have two advantages:

• You can re-use them in different articles.
• You can apply user criteria to them. This means that one article could have different content displayed for different users.
  See: Knowledge blocks (ServiceNow documentation)

[Max19]

Hi Sandeep,

Thanks for the input. The purpose of having different KB views is to differentiate the information which are public facing against those which are not for the same topic. 

For example, on a particular topic, the public facing article could contain step A, B, C which end customer can self-help while the internal view could have more steps, typically allowing to agent to further assist the customer if the first 3 steps don't solve customer's issue.  Some organization would also like to add notes to these articles which should only be viewable by internal staffs.

If I understand it right, the usage of topic blocks would still requires 2 different knowledge articles - one article containing the topic block which has the public facing details while the other one would contain the topic block plus other details for internal staffs? - Does this means that it will require the articles to be maintained separately still? 

Max

[Community Alums]

Hi @Max19 ,

That's correct, you will require 2 kinds of KB articles to meet your requirement.