Limit knowledge base access to internal users

Access to the information in a knowledge base can be limited to internal users.

Before you begin

Role required: admin

About this task

The articles in a knowledge base are available to both internal users , such as customer service agents, and to external users (customers and partners). If the articles in a knowledge base are intended for internal users only, the system administrator can restrict access by customizing the knowledge base form.

Procedure

  1. Navigate to Knowledge > Administration > Knowledge Bases.
  2. Click the desired knowledge base.
  3. Right-click the form header and select Configure > Related Lists.
  4. Select Cannot Contribute from the Available column and move it to the Selected column.
  5. Click Save.
  6. On the selected knowledge base form, click the Cannot Contribute related list.
  7. Click Edit.
  8. Click All Customer Contacts in the left column and move it to the right column.
  9. Click Save.