CDESK recognize 4 access levels for knowledge base:
Reading their own and shared + create their own records - this option allows the operator to read his own records and those that have been shared with him
Reading all + create their own records - allows the operator to read all records
Full access - no limits, default setting for all maintainer accounts
Creating custom records doesn´t mean just creating new knowledges, but also adding solutions and comments to all entries which can be accessed.
Setting access to knowledge base for operators
Access settings can be found in Admin zone -> Users -> Operators and groups -> choose operator -> tab General settings -> section Advanced operator settings -> Access to Knowledge Base.
Default settings are as follows:
- helpdesk - regular, technician - general: Reading their own and shared + create their own records
- technician - regular, helpdesk - specialist, helpdesk - supervisor: Reading all + create their own records
Setting access for customers
Access for customer accounts can be set by maintainer or operator with adequate permissions in Admin zone -> Users -> Customer`s accounts -> choose customer`s account -> tab General settings -> section Settings of main accesses -> Access to Knowledge Base
Default setting is none.
Setting the knowledge accessible for chosen accounts
After saving a new knowledge in knowledge base, multiple tabs will appear in it`s details page. One of these tabs is:
Accessible to account - each knowledge can be set accessible for reading for other operators or customer`s accounts. Any account with access level of at least 2 can be added (Reading their own and shared + create their own records)
What is CDESK?
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