Organizing and Restricting KB Content

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KB Groups add-on helps you to organize users into KB Groups, separating their access to your knowledge base based on which categories and articles each group needs to access. Listed below are scenarios describing how KB content can be organized and protected so that you can decide which setup will work best for your team.

Possible ways to organize your team(s) and public:

  • One Team – one internal KB
  • One Team – one partially public KB
  • Two or More Teams – sharing internal KB
  • Two or More Teams – sharing partially public KB
  • Two or More Teams – two or more separate KBs, one for each team

Scenario 1

Team Stats:

Number of teams: 1 team
Are articles shared between teams? N/A
Is Knowledge Base shared? N/A

Example:

Knowledge Base Example

Logistics Inc. KB

  • Processing orders
  • Refunds
  • Shipping
  • Return Policy
Details

How It Works

  • The company has only a single team with access to the whole KB.
  • Some members of the team can only read articles, others can modify articles and categories.
  • Optional: Some articles/categories are visible to the public.

Examples:

  • Online store that has KB exclusively used by its staff or with some articles for public.
  • School with content for its teachers and students

Setup:

  • Create one private KB Group.
  • Assign each user to the private group with given KB Role.
  • Optional: Assign some Articles and/or Categories to the Public group.

Scenario 2

Team Stats:

Number of teams: 2+ teams
Are articles shared between teams? KB content is either separate or shared between teams
Is Knowledge Base shared? Single Knowledge base is used by all teams

Example:

Knowledge Base Example

Logistics Inc. KB

  • Processing orders
  • Shipping
  • Refunds
  • Return Policy

Where:

  • Blue is content for warehouse workers.
  • Green is content for office clerks.
Details

How It Works

  • Company has two or more teams, each team with access to section of the KB.
  • Teams share the URL for Main Page and Article pages.
  • Teams share visual style and layout of the KB.
  • Some members of the team can only read articles, while others can modify
    articles and categories.
  • Teams can share some articles and categories. Sharing can be setup as
    read-only access or full-access.
  • Optional: Certain articles and categories are visible to the public.

Examples:

  • Online store with KB used by its staff team and its suppliers
    • Staff has access to articles about the online store management.
    • Suppliers have access to information about their order management.
  • A school is using KB for its students (one group) and teachers (second group). Teachers have their own articles, students have their own articles and some articles are shared between both groups.

Setup:

  • Create one private KB Group and assign users.
  • Create a second private KB Group and assign users.
  • Some users can be members of both groups.
  • Decide which articles and categories belong to which group (some can be
    shared).
  • Optional: Assign certain Articles and/or Categories to the Public group

Scenario 3

Team Stats:

Number of teams: 2+ teams
Are articles shared between teams? No
Is Knowledge Base shared? Each Team has its own KB.

  • Team 1 uses KB 1
  • Team 2 uses KB 2
  • Optional: Public uses KB 3

Example:

Knowledge Base Example

Each Team has its own KB:

Warehouse KB

  • Processing orders
  • Shipping

Office KB

  • Refunds
  • Return Policy


Where:

  • Blue is content for warehouse workers.
  • Green is content for office clerks.

Please note: This option is only available with the additional add-on Multiple Knowledge Base plugin. Click here to learn more about it

Details

How It Works

  • A company has two or more teams, and each team has its own KB.
  • Each KB (Team) has a separate URL for Main and Article pages.
  • Each KB (Team) has separate visual layout and style.
  • Some members of the team can only read articles, while others can modify
    articles and categories.
  • Teams could share some articles and categories. Sharing can be setup as
    read-only or full-access.
  • Optional: Certain articles and categories are visible to the public.

Examples:

  1. A school that sets up one KB for Teachers , KB for Students and a public KB.
  2. A warehouse with Management and Office KB and KB for its Warehouse workers.
  3. Organizations with one KB per department.

Setup:

  • Create one KB with a single private KB Group, and assign users.
  • Create another KB with a single private KB Group, and assign users.
  • Some users can be part of both groups.
  • Optional: Create public KB and assign all categories and articles in that KB to the Public group.

Additional Examples of Content and Access Setup:

Internal Knowledge Base:

  1. Limit access to one Knowledge Base to a specific team. [scenario 1]
  2. Partition KB content between teams where each team is restricted to their set of Categories and Articles. [scenario 2]
  3. Assign each team to their own Knowledge Base. This option requires Multiple KBs add-on. [scenario 3]

 

Knowledge Base with registered users, with some users external to the company:

  • Registered users (members) have access to certain categories, while your staff can access all categories. [scenario 2]
  • Set up one KB for members and a second KB for staff. This option requires Multiple KBs add-on. [scenario 3]

 

One Knowledge Base per customer (requires Multiple KBs add-on ):

  • Each KB is accessible only to a specific supplier or agency users. This option requires Multiple KBs add-on. [scenario 3]
  • Each product has its own KB with users. This option requires Multiple KBs add-on. [scenario 3]

 

Knowledge Base with both public and internal content:

  • The public can see some articles and categories. Internal users have access to the whole KB or share KB access between different groups. [scenarios 1-3]
Last Updated On July 27, 2019