Knowledge audiences
Decide who can read each knowledge article: staff, signed-in customers or anyone.
Who can do thisUserApplication Administrator
Users and administrators write articles under Knowledge. In the editor, Who for decides who can read an article:
| Who for | Who can read it |
|---|---|
| Staff only (default) | Your colleagues. Never shown on the customer portal. |
| Customers | Anyone signed in to your customer portal. |
| Anyone | Anyone with the address, without signing in. You can also tick "Also let search engines list this" (off by default). |
← CancelEdit article
Title *
Reconnect the warehouse VPNCategory
NetworkStatus
PublishedDraftWho for
Staff onlyCustomersAnyoneAnyone signed in to your customer portal can read this. Check it says nothing internal.
- An article must also be Published. Drafts never show.
- Give customer articles a category. Categories become Topics and Guides by topic on the portal.
- Linked customers and Linked assets say what an article is about. They never change who can read it. Linked articles show on the customer page and as Relevant articles on matching tickets.
Tip
Before choosing Customers or Anyone, read the article once more for internal details such as names, prices or system addresses.