KB articles linked by client

[nattivillin]

How do we link KB articles to clients? I would like for techs to be able to quickly view all the articles for a client.

I am looking for a KB tab under their account that contains all the linked KB articles for a client.

[Support Team]

Re: KB articles linked by client

Knowledge base articles can be linked to a specific customer Account when making the knowledge base article public and opting to share the article with a specific customer. This will provide this customer, when using the Customer Portal, with access to such public articles shared only with them.

However, this isn't meant for technicians to filter though, in case needed, you may include the customer name (the main word of their name) as part of the article title, so searching for articles and including the customer name will filter out ones that aren't 'marked' for this customer.

Hope this helps.

[Support Team]

Re: KB articles linked by client

You can list articles that are public for a specific customer, either using an option under the Accounts menu or using the knowledge base articles search window as shown below:



Hope this helps.

[nattivillin]

Re: KB articles linked by client

Not really user friendly. We are going to use the KB categories for each client. Then we can filter.

We should not have to do this, some decent KB functionality should be part of the package...

Thanks for the help.