Hi All,
Does anyone know if there is a way to set viewing permissions for Knowledge base articles with security roles?
Within a team or business unit, we are looking to be able to have the ability to set permissions on knowledge articles by security role within D365 Customer Service.
Knowledge articles (kbarticle) are organization owned, which means that when you are creating security roles you can give people access to all or none. You can't give them access to some of the articles. It's all or nothing. I am curious to understand why you would want to restrict access to knowledge articles? These are meant to help customer service agents to solve issues so why would you ever want to restrict people from accessing them?
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Hi Diane,
Thank you for your reply.
We have a use case where, based on role, information on particular topics is tailored for that role such as escalation steps. I do not disagree with you; just doing our due diligence to fully understand the capabilities in Dynamics KB.
Gotcha. Security roles is not going to help here, but your agents should be able to find the correct articles easily especially since there will be improvements and enhancements to Knowledge Article Search in 2022 Release Wave 1. Like the ability for agents to search for articles using terms or phrases. Users will see the results of their search if the search term matches with the article’s title, content, keywords or attachments. Just to be clear, this is the Knowledge search in Customer Service Workspace or Omnichannel for Customer Service (which is utilizing Dataverse to get search results). The search results will be shown in the side pane formally known as the productivity pane allowing agents to only view articles that are relevant to their search.
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