Block Some Customers from Viewing Certain Knowledge Articles

Question

Is there a way that I can block some customers from viewing a category of articles?

We want all the customers to be able to view all the knowledge articles except for Category A and Category B. We want to be able to assign certain customer's to view all categories including Category A and Category B.

Is this possible? Adding the customers to groups would be great too if that's possible.

bcshay · Answer

It's not. You can have internal only or public.

jon snow · Answer

Could you make the article internal and then change certain customers into users, but give them as least access as possible so they have similar access to customers?

bcshay · Answer

Not sure that would be the best option. You would incur the cost of additional Users. The Restricted User Role control access by using watchlists. You would have to test this and those people obviously would be logging into the Service Desk and not the Customer Portal.

jon snow · Answer

That's true. I thought that users could log into the Customer Portal as well but I just tested and they cannot.

Oh well, maybe they'll add this feature one day, along with not counter user hits to knowledge articles like you said in another post.

Thanks for your help!

glennd · Answer

I'm making this an Idea for the Service Desk team.

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Block Some Customers from Viewing Certain Knowledge Articles

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